My main gig is as an IT Consultatnt, and I deal mostly with infrastructure problems. I have had more than my fair share of problems with Bell, their support and their service.
I more than a few cases they are not aware of the problem even if it has been going on for days. I think that their m.o is to wait for the end user to report problems, and try to discourage them by throwing up an automated telephone system roadblock and looking for any reason at all to get you off the line if you do reach a (usually underqualified) technician.
As a prime example, my last call to Bell ended with the suggestion that I remove any unesesary metal from the room that their modem/router was located in - this is after clearly stating and proving that their was a conectivity issue and not a wireless issue (not that removing all metal objects in the room is a realistic request on their part in any case). They were not willing to do anything else until I complied with their request. I did complty, and of course it did not resolve the issue. I promptly had my customer change their ISP, and I now regularly move my customers off of Bell's front line network.
If they offer this type of support to their commercial users, I can only imagine how bad it must be for their residential users.
