I nailed Pipex a few years back with the term "failure to use reasonable skill and care in provision of services" so its not like the end customer has no protection in terms of fighting an ISP that is under-performing. The problem is that BTw seem to occupy a privileged position where they bear little responsibility for their own failure to deliver the wholesale service on whatever level that occurs and the regulator has all the appearance of being in bed with the wholesaler - OFCOM seems happy to wash its hands of the whole BTw mess - especially where they have a monopoly, In my case they ignore the VP issues here that affect everyone on this 9800 line exchange. (figures given by BT engineers - sam knows is woefully out of date and has had same figures for my area since 2007)
My ISP is required in law to use "reasonable skill and care" in the provision of my service, the same should extend to BT. All I can do is complain to my ISP who pass it on to BT who apparently ignore it. I can do nothing because of the "separation" that exists, I am paying for a service that falls far short of being acceptable but I have no remedy against the those responsible for the poor quality of the service, it is ludicrous. I guess it needs some sort of regulator... to make BTw live up to expectations and provide decent service levels where they are responsible for the provisioning.
Right now the pendulum has swung too far away from the end user with BT taking payment for services that often fail to be as good as they should be. - especially on 20 cn market one exchanges where BT have a monopoly and remain 2 steps behind the rest while charges are not proportionate to the lower performance. and level of investment
On Market 1 exchanges, ISPs - like their end users are at the mercy of BTw, it is often NOT a good place to be.
Just My Opinion.... YMMV
Market 1 (IPSC) - a BT group investment NOT Spot
VP status Yellow - About time BTw rewarded us for our over priced 8 meg crawl with some investment!