I’ve just had a phone call from Sky Broadband customer services. They suggested that the original problem was not mainly their fault, in that BT have a direct number they should have used to resolve the problem without having to involve the customer. They also said this lapse in communications between the two organisations was a very rare occurrence. They did however recognise some room for improvement in their procedures and did apologise for any shortcomings. Strangely – without prompting – the man from Sky mentioned the need for common sense to play a part in the technical support process.

Hopefully an instructive – though deeply irritating – experience for all those concerned.