The outcome...

I finally came off the phone at 10:35 having been on since about 9:15. I finally got through to the 'other' department at 10:15 though thankfully the awful music stopped at 9:59. The chappy here said "Sorry you're having trouble, unfortunately I don't have the facility to process orders so I'm going to put you through to the Sales department." I protested "NO! I've just come from there, I've been on the phone since 9:15. Sales said they can't process online offers. Can't you put me through to someone who can authorise this?" This flummoxed him a bit and he put me on hold. This time the music was 'Morning' from the Peer Gynt Suite by Grieg - soothing music to calm angry customers, presumably. At 9:15 he put me through to Customer Options. At last someone who seemed to know what they were talking about. Lynn gave me the deal I wanted for £3 less per month than I am currently paying (have I been overpaying all this time? How much more could they give?) The only sticking point was the wireless router which had been offered for £30 but she could only do for £50. In the end, she managed to come down so everybody's happy now.

Let's just see if promises are fulfilled...

C.