Ah, only four weeks! We have had this problem with BT since October 2010 and are still suffering dreadful and unreliable broadband. I work from home, so am here almost 20 hours out of 24, so the excuse that they can't get hold of a customer is not valid in my case. As you point out, the problem is that one must endlessly reinvent the wheel. The BT staff never believe this is an ongoing problem ("Yes I've power charged the router, yes our sockets have all been checked and changed, yes we've had two engineers actually, yes I've plugged a laptop into the tester socket for 24 hours so you could test the line, yes I've checked all the filters are working, yes I've re entered our user name and password and yes, I am actually quite close to losing my temper as I cannot run my business like this. Please do not tell me that 'the line appears to be working normally so there is nothing more I can do" because even the engineer sat here watching the erratic broadband and confessed he had no idea what the hell was going on, but conceded there was nothing wrong at our end - and that there was an issue elsewhere."
Someone at BT needs to invent a system where a long-standing problem is monitored as such, and someone senior, who can solve problems, gets involved. We are looking forward to our third engineer visit this week. We've only had six routers since October, but I don't doubt he'll install another new one on the grounds that it presents an 'easy solution', sadly it's one that won't last longer than 48 hours and we can then ring up the helpdesk... and start all over again. What joy!
