"why couldn't my 'helpful advisor' thought of that".
Perhaps it wasn't on the help and support screen prompt?.
Must say that I am very pleased with BT Cellnet (now o2). Never had a problem with my mobile phone service in all the years that I have used them, and over the past few days my ISP (Talk Talk) had to divert all my telephone calls to the o2 mobile phone service, due to a problem with Talk Talk broadband and telephone. More than a happy bunny with o2's helping part in this misfortune.