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How long can it really take to swap broadband isps?

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How long can it really take to swap broadband isps?

Cry I'm going bonkers, I was told this was the best isp for customer service but when I try to contact you by phone it is at least 40 minutes waiting time if I can get past the engaged tone that is. 10 days after I try to join I am on dial up having to presumably pay money to bt and plusnet - what is going on? Cry