Firstly you WILL wait to get through to them, when you do the staff are rude, arrogant and unhelpful sticking word to word to their script. They will not read old notes, they cut you off, they insist on doing a ping test (number 17 now!!!!) to prove there is no fault on a voice line. They wont call out engineers, they argue with you and tell you it must be your fault. We've tried 3 different routers, 4 different filters, two different phones, the last Open Reach engineer fitted a filter plate, we have no extentions or additional wiring, yet apparently we need to go out and buy another (that would be our second new) phone, because the fault is our equipment.
Their retentions department only work core hours and wont call you back or pass messages onto managers. (3 times been promised). They can hear us but we can barely hear any callers at all due to crackling, yet there is nothing they can do.
We have now called them somewhere between 25 and 30 times (lost count now). They were willing to give me a mac code due to poor internet but refused to tell me if they would charge me for ending the contract (it takes them 6 - 8 weeks to make that decision). If we cancel the voice line (which is where the actual fault lies) they will charge us extra even though we've paid a year in advance.
My wife called instead of me today, and the man said he would read our notes. Kept her waiting for ages then she realised she had been cut off. (again);
Woody (chuntering along in his own inimitable style, using 100 words when 10 would do)