Not surprised; from a techie perspective at least.
BT CP diagnostics (KBD in this instance I guess?) is a bit like ringing up your gran and asking her to read you the instructions to re-program your TV remote. It's a huge barrier to swift and effective fault resolution and if you're unfortunate enough to use a crap intermediary CP this process becomes a tad frustrating.
Direct access to the BT IPstream/WBC kit would make my life infinitely easier. Does such a thing exist? What about TAM/CIDT/Celerity logs?
I better check my guinea pig is LLU'd and not in the WBC MAX bin too! Might explain why I can't force an ADSL2 synch