I've had unresolved phone and BB problems in rural Lincolnshire for months.
Old (deteriorating) phone lines that are connected direct to the 01507 48 exchange 2 miles away are unacceptably unreliable. They run for 1 mile underground and have several junction boxes for other consumers' connections along the way and then go along poles, through trees and yet more junction boxes, as the lines go up, over and under the various roads along the way.
Our whole village suffers regular disconnections and very slow speeds. I often see 0.5mbps and a 30db SNR/1800 sync speed.. At other times, after Plusnet does an SNR reset, I can get 3.5mbps with an SNR of 6 and 9db. It's now around 1.9mbps with an SNR of 15 or so. (These figures from RouterStats).
But at least I'm generally connected, others have been disconnected completely for 2 or 3 weeks at a time (and this several times) while they wait for BTO to come out, identify and eventually fix (cobble) the problem they're looking for. It seems they are running out of working pairs of copper - maybe our slow speeds are the result of them using two cores from separate pairs - likely?
Anyway, our repeated breakdowns and poor service is such that if it were gas/electricity or whatever we could have complained direct to our supplier and switch to another provider if we chose. But we are not the customers of BTO and Plusnet and all the different ISPs we use seem to have no bite with them, or at least they are not prepared to use it.
To whom can we complain about the infrastructure failings of BT Wholesale and/or BTO - it grates to read about the problems people have with their service delivering only 30 or 50mbps when we have less than 1 - and no mobile signal either which is another issue altogether but related to our regular landline failures.
The joys of rural living!