>if Internet connectivity is such an important business tool for him, why does he only have a consumer subscription and not a business package?
Agree, residential business broadband packages aren't that much more expensive than pure consumer packages. Also if his work really requires him to work from home at times then the cost of having business broadband is an allowable business expense additional to the working at home allowance.
>I would expect the latter to come with better service levels and opportunities for problem escalation.
They do, but as a small business you really need to go with one of the alternative ISP's (that have packages for SoHo users), such as A&A, Zen, etc. Because these will then chase Openreach to get your line fixed - interestingly recently went through this with a Demon customer, who is still a Demon (and not a Vdf) SoHo customer.
Question now is has he and his neighbours invested in the SamKnows lline tester box.