Further to the comment by begbie, I would agree entirely - particularly as I have worked in this very realm for most of this decade.

The most annoying thing is, not everyone is like this - some of us actually know our stuff and keep up to date with this kind of thing. The fact that many of the people we work with have customer service experience but little knowledge or enthusiasm for the products - meaning that fault diagnosis becomes hard as they don't understand the basics, or have no practical experience.

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My first employer in this sphere (one of the networks) put me through weeks of training to start with, with full network basics, tariff training, customer service training, etc - meaning that I had a full grounding in what I was dealing with. My current employer does nothing of the sort, which is hardly a way to ensure that customers have confidence in what they do.

Until the networks and providers realise that providing customers with a mobile 'phone service is more than about the sale, the contract and related bonuses - it is about ensuring that customers are properly informed at point of sale and for the duration of the contract, which of course includes staff that know what they are doing - we will not see any improvement in the sorry state of affairs that are reflected by the results of this survey.