My Lords, with regard to the first part of the question, the noble Lord is right that there is competition in the provision of such services. But I believe that most of us who have trouble with a company believe that it should be for that company to improve its procedures, not only on our own behalf but on behalf of all its customers, rather than go through the sometimes laborious exercise of transferring our custom elsewhere.

As to the competition between the efficacy of British Telecom management and higher powers, I give way to the noble Lord and his experience in that matter.