Another ISP passing to BT

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here is a classic people...just had a customer called thru to the BT Faults (where I work). he says his broadband ISP told him to call us. the problem wasnt the fact he couldnt connect cos he could, nothing to do with his phone cos that was working fine, but in fact his Outlook Express wasnt working...yes his Outlook Express! he was getting a series of error numbers beginning with 0x and so on...guess what his ISPs repsonse was? call BT cos the error code is related to line noise! Erm...can someone please explain to me how Outlook Express crashing is linked to line noise when clearly there was none? and since I am not ashamed to say it the customer's ISP is Supanet! now tell me thats an ISP doing its job correctly.