For general problems BT customer services are fine, if you get a UK based centre then happy days.
If you have a bigger problem then it hits the fan by the truck load...... This week I had to deal with tier 1 and tier 2 advisor's in India and I'm honestly surprised I didn't jump off my roof in desperation trying to very concisely and clearly explain the problem.
Repeating the problem a few times [often more] to the same person and then only having to go through the exact same process with tier 2.
At least now they use there own geographical first names now instead of 'Steve' & 'Mary'
Although there is a effort dare I say eagerness to resolve the problems, that is clear, there is still the language barrier!
BT community support forum are not Indian based [as far as i know] and when it comes down to major issues like congestion are only drip fed information from higher up the CoC therefore making them seem
useless but in reality are extremely helpful.
There are few 'expert' [non staff] muppets on the BT Community forum that would benefit from a sharp kick in the nuts and only seem to post to get a higher post count, very inflammatory and most definitely NOT wanted when you are having a problem......I would also add not all the experts on there need the kick only a minority..
So OK-ish for simple stuff [to a point] but a nightmare for serious problems...
BT are like every other provider, if its working brilliant but you can really judge a company with its customer support and comments made by their customers.
Look at trust pilot for a BT review, most people will either say a provider or service is good or bad with a few short sentences, for BT the reviews read like short stories..... gulp!
You get what you pay for... [Even Zen have issues, everyone does]
ZeN Line 1 BQM
ZeN Line 2 BQM
BT Backhaul sucks