jnawk: Thanks for that, Mr. Telecom.
Actually that is not Neils surname, ;) but I do hope your comments help to highlight to Neil and Gary just how frustrated and annoyed these problems make some of us.
Just for the record. Neil has got Telecom issues sorted for me quickly in the past via back channels and while covering his own arse as much as he could, made is more than clear that he gets more than pissed off as well at poor performance by front line staff and poorly designed systems and often looks to us as users for empowerment to shake things up internally when needed.
I find Neil fairly well balanced (far more level headed than I am).