To add further to the description of BT - a company split into three parts - BT Retail (the phone provider / ISP), BT Wholesale (who run the infrastructure and exchanges), and BT Openreach (who run the last mile infrastructure). It's supposed to mean they can't abuse their monopoly. As far as the customer is concerned, it means that reporting a fault might have to go through 3 companies and most of the time spent is the 3 companies passing the buck. They also like to charge each other and pass the cost on to the customer.
I was present as he reported the findings to his Boss and I heard his Boss say "Can you make it look like their fault so we can still bill them?" He replied "No cos he is stood here listening and watched me fix it". This was followed up with an extremely apologetic conversation between me and his Boss where he claimed he was just Kidding!!! Yeah right...That sums BT up exactly
BT Retail is basically staffed by a bunch of MBAs, salemen and shit tech support (although their BTnet tech support is actually pretty good). BT Local business are a bunch of complete wankers and will [literally] cancel your ISDN30 and recreate it so they get more commission - this resulted in 36 hours of downtime.
BT Openreach - you're not allowed to speak to - but when an engineer does come out, they are generally professional and knowledgable. However, in the above case, they will fulfill BT Retails requests to cover their arses. In the above ISDN30 case, they pretended that the failure was due to a faulty NTE-2D (Fibre termination equipment) even though we had it confirmed that our contract had been "cancelled" the day before.
We have a 100Mb/s leased line with BT, which I have to admit has been pretty bulletproof - we've had about 30s of downtime in 4 years (but is also insanely expensive). Anyhow, when we renewed out contract I told them we wanted an IPv6 subnet, this was subject to a charge of £400 as they said they needed to upgrade our bearer. This was never done, so we complained, and they said they would have to charge us £3,000 - the normal installation fee. We pointed them to the contract we signed. Now, instead of sending out a bloke to update the router, or even send out a new router, they have:
* Spliced together 26km of fibre to the exchange.
* Installed a 3rd fibre into our office
* Provided a new NTU
* Provided a new Cisco 3xxx router
* Sent 3 engineers out to do all this
I spoke to one of the Openreach guys - he shrugged and said "that's the way they like to do it". I said "it's ok, we're not having to pay the standard installation fee, just sounds like a waste of time and money though". He also explained what the bearer was (confirming my assumption) and looked pretty confused when I told him BT Local Business insisted that it had to be upgraded to "carry" IPv6 packets.