I'm sorry you have had problems with BT, though knowing how the company has been changing recently, I'm maybe not surprised. In my time, I saw pretty much all the major disasters in the UK: Deal bombing, Zeebrugge Ferry, Dunblane, Lockerbie, Hurricane 1987, 9/11, 7/7 etc. plus a blur of internal incidents affecting exchanges and cable systems. You'd be surprised how many exchanges caught fire, got flooded, exploded or got struck by vehicles. And how the operators of thrust borers manage to unerringly find a major cable system is amazing. Back in those days though we were pretty well organised, but also well resourced. Nowadays, I'm not so sure.
As to your last point, I was pleased to leave the endless reorganisation behind. I missed the people, and to some extent the work, which was incredibly varied and interesting, but not the politics and the ridiculous decisions that were regularly made. Having said this, there is a limit to how many emergency plans can be written and re-written before it becomes tedious, and how many exercises and training courses that can be run, before there is nothing new to say or do. By the time I got to this point I tended to rely on experience rather than original thinking, but once you have a system in place that works, my view is that you change it at your peril. Review the process and documentation by all means, but don't make wholesale changes. Unfortunately, new brooms rarely understand this, which is frustrating for us old gits. Hey ho, I've been gone a while now and no longer really miss it.