Poor seevice

I am moving home and am trying to enquire if/what service is available in the area. I am an existing customer and have been for years. It took me exactly 2min and 50 seconds to complete all the prompts to verify who am to better deal with my query. All done, prompted to press 1 or 2, new customer or existing customer. Waited roughly 2 minutes to be connected and once that happened I had to repeat my details so that they could call up my account. Not sure why all the rigmarole is required up front. Once I explained the reason of my call, now 5min later, I am now transferred to the moving dept....? Another almost 1min later the lovely lady had to consult with another department and I waz put on hold....all in all, almost 7min later, no solution to my query, and call was disconnected? Maybe a good time to seek the services of another service provider me thinks.