Advice from BT regarding one of our FTTC customers:-
"Change the router that they had installed as it was not a BT home Hub3."
"Router that was installed was not a BT home hub3, so i suggested that the they get one from BT."
Hmm, nice one BT, not! Trying to sell your products to our customers when we are paying you to fix a broken service that we pay you for.
Just to explain - Fibre To The Cabinet (FTTC) is a service which BT sell to end users as BT Infinity, and include in their service a BT Home Hub router product. It seems a nice enough broadband service.
We, as an ISP, provide our customers with an FTTC service. This uses the same underlying technology at the exchange and cabinet and in the premises as far as the handover point (PPPoE port on a VDSL modem). Unlike BT, the service we sell does not include a BT Home Hub (obviously) and is not called BT Infinity. We provide a different router (which does IPv6, by the way). The service has many differences apart from that, including a fixed IPv4 address or addresses, IPv6, a UK domain, and our constant line performance monitoring. Oh, and we provide access to the Internet without filtering.
Sadly, when something breaks, we often have to get a BT engineer out to fix it, as they have an exclusive right to work on the national infrastructure that is the BT network. They do say some annoying things to our customers on occasion. They sometimes refer to the service as Infinity (as they did in this case), and have even been known to refuse to install a service because a customer does not have a BT Home Hub.
I think this is the first case where they have said that the customer should get a BT Home Hub when repairing a fault. Oh, and it is not clear that they did int fact repair the fault in this case either.
It makes us look stupid and is very anti-competitive.