To be honest mate, thats an unfair comment. Thats like saying women are bad drivers, even though the majority are. HA! I used to work on Freeserve customer care, (Anytime/Hometime cancellations and billing). Some people are not as good as others, everyone gets the same 2 or 5 weeks training depending on full time or part time, it depends on the advisors personality and intelligence. Also experience is a factor, as I worked there longer I figured out how to do more techincal things that I wasnt contracted to do. At the end of the day, Customer support/care are there to change/update details....billing, account administration and cancellations, they don't have to deal with technical quieries, some will try and help as much as they can, others that don't feel confident or simply can't be arsed (alot of advisors are college/university students that do this as a pocket money job, and some just don't care. The call centre I worked in came down hard on people that were like 'whatever' but then the 17/18 year olds would just leave and get a job in Asda. I no this doesnt help when you're trying to get a problem solved but there was over 400 people working on the Wanadoo department when I was there, not all of these people are going to be superstars like me! but the call centre had development areas and other initiatives to improve call standards. technical support was at another call centre, although I believe they lost the contract due to poor service and this is currently migrating to where i worked along with broadband.