I'm currently in the phone tree of hell that is BT. BT seem to have determined that customer support is a cost, and they must minimise that cost. Only certain teams can deal with certain things, but you can't ring any of those teams, you must make a computer understand what you want (it won't), and then the computer will put you through to one of those teams.
I'm sorry, put you through to the queue for one of those teams.
So 3 minutes of automated machine, then 15 minutes of holding, and you've got through to a human - result! This person can take all the details of your case and sort it out, surely?
Nope. This is the broadband team. You need bt infinity support team. Let me transfer you over. The first drone puts you on hold, and then rings through to the right team. I'm sorry, rings through to the queue for the right team. You are then on hold, whilst a BT drone is also on hold waiting with you.
15 minutes more holding, then you are finally there, right? Nope, they need to co-ordinate with the order management department - BT infinity support can't change order details, silly!
I had reached my limit with BT on Friday, told them to cancel my scheduled fibre phone line installation (on the basis that they promised instant BB activation - the fibre is installed and lit, they just needed to flick a switch, and that each time I call to find out why it's still not working takes 1+ hrs). My final words to the guy on Friday: "To confirm, you've cancelled all the outstanding order, the engineer install and anything related to me and BT" - "Yes" - "Thank you, good bye".
Having done all that, today's dance with BT is because they "confirmed" over the weekend to remind me of the engineer install booked... 20+ minutes so far on hold...