I had a problem with my TalkTalk line this morning. I sent an email with full description of what I'd tried (disconnect faceplate, plug wired phone into test socket to check for dial tone etc etc). Got an answer back within the hour thanking me and asking me to carry out all the checks I'd told them I'd done. Useless!
I had to get my internet connection 'sorted out' recently...and was impressed (overall) by the communication skills of 4 different call centre people (one of them was an automatic taped response), who understood the problem and then got things fixed.( My Glasgow accent was understood ... admittedly, I had to slow down a coupla' notches).