BT Internet
This all sounds very familiar to me. BT are the worst I've encountered for sticking to the script as though it were written in treacle.
I've several times had microfilters go to electronic heaven on me and asked BT to send some new ones. Oh no, not just like that. First we have to go through my Norton AV and firewall settings, "I'm sorry sir, but we must first check some things."
Now I appreciate that the call centre reps have to cover their own backsides from managers hunting for people to fire but not even simple logical reasoning will convince them to stop going on about irrelevant things. Take the microfilter vs. Norton issue. I have two computers hooked up. One of them has Norton, the other does not. Both are affected by reduced connection speed and reliability. On top of that, whether I'm talking to Bangalore or my neighbour, I have the tell-tale hiss on my phone line.
Will they accept that it's not Norton AV and skip tests that are wasting my time and theirs? Of course not. I wouldn't care so much but for the other major annoyance with customer-facing call-centres: I'm always going to be paying for the call - failure of their equipment or service is costing me money to fix. After a mind-melting thirty-eight minutes on the phone, he told me that he thought it was probably the microfilters gone bad and that I would receive some new ones in a few days.
I've had reason to call them at least 4 or 5 times in the past year and not once have I had a speedy outcome. On one occasion I was left with the phone and internet knocking each other out such that only one could be plugged in to the line at a given time. Because their line test came back clean, they insisted there was no problem. Nearly two months of wire swapping, calls to India and Norton fiddling later, they agreed to get an engineer to check the line at the exchange. Not surprisingly, they promptly found a fault and fixed it.
For various reasons I didn't have much choice but to use BT when I hooked up my current phone and internet service. The light at the end of the tunnel is glowing bright though; my contract is up in May at which point they will be unceremoniously dumped, entirely because of their terrible customer service.