Going back to the original question, I think OK on the whole for non-technical issues.

For technical stuff, I was directed to their call centre in India. Had a problem with wifi (not with ethernet from the hub) but they insisted on wasting time checking the line etc. They finally confirmed (as I knew at the start) that the hub wifi was broken, and then BT charged my £40 for a new hub, as they said I wasn't 'under contract' despite paying them > £50/month for phone and ADSL.

Having said that, in the past when I had speed issues they sent not 1 but 3 OpenReach engineers (one was a trainee) out to sort out the problem and rewire the line inside my home, for free, and fixed the problem.

So it's a bit hit and miss, but on the whole I would say their service is OK - Virgin service was much more problematic at a previous address, but it rarely went wrong.

http://forums.thinkbroadband.com/bt/t/4139076-re-is-...

Would seem to have been a residential customer in July 2012

In reply to a post by Spud2003:

I'm currently with Plusnet and find the customer service pretty decent and the forums helpful. What are user's opinions of BT customer service?

So far I've only had minor experience with staff and community forums - staff OK, community forums dire - were my initial impressions.

absolutely shocking if you wont to hold a decent professional conversation but if you wont to talk politics and just ramble in a meaningless fashion then could be your perfect choice