"Major telco's" fault reporting system - ISP's experience

[#1]

I hope this is close enough to 'community support' not to be off-topic. (If it is, I'm sure the mods will take appropriate action.) I thought it was interesting. Andrews & Arnold ISP's head honcho Adrian Kenward is describing the way a certain telco deals (or not) with reported faults:
http://revk.www.me.uk/2009/11/na-na-na-na-na-na-na-na-na-na.html
I wonder which company he can possibly be talking about? I wonder if this sort of thing ever happens with other ISPs?
Graham

[#2]

am sure ive heard that they (BTw) igonre the note updates here before, same as the the new DLM improve it but add somthing that makes it 20 times worse as well

[#3]

He's referring to EcoPlus.
It's not *as* bad as he's making out.  Dealing with BT is a lot about perseverance and calling the teams available when you're looking for an update.
Dealing solely with their online systems isn't efficient as sometimes you don't get timely updates.