BT internet service is one of the worst I have come across. We were with them for about 2 years, paying the maximum for unlimited broadband, BT told us that our maximum speed available was 6Mb - which was a lie (but I'll come back to that later!) One of the first problems we had was with the router, it kept resetting itself, so we phoned tech help (India) he tried to do a software update, but instead broke the thing completely and we had to wait 2 weeks for a new one! Then about 6 months ago, we changed our telephone number, and was assured that our broadband would be transferred over, and we didn't need to do anything. Everything was fine until last month, when our internet just stopped working, the internet light on the router just went out, nothing, nada. So off to tech help we went, and to cut a long story short it took about three weeks, 20+ phone calls, including a phone call to OFCOM to find out what the problem was, it turned out that our broadband account was not transferred over to our new telephone number (even though we were paying for it) and because our old number was "turned off" so was the broadband. So we asked for a new broadband order to be place on our new telephone number, we were told it couldn't be done as there was now a "tag" on our line (noone could tell us what that was), so we would have to wait 14 days for that to be investigated and repaired, and then another 10 days for broadband to be activated!!! That was it we couldn't take anymore! So we waited for them to fix the "tag" and then went with SKY broadband, which it turned out, for HALF THE PRICE of what we were paying BT we could get the same unlimited broadband, and we did an online broadband speed test and we have 16MB!!! nearly all the time! With BT we were lucky if we could get 6MB once a day. There was no problem setting up with sky at all, our broadband was activated the day before they said it would be, and when they say it will take 5-7 days that included weekends, not working days like BT. I will never, ever go back to BT. The customer service was a joke, my husband tried to talk to several managers, who all refused to speak to him, and OFCOM were no help either, they just referred us to the OFCOM department within BT, which is a waste of time. One thing we discovered though, is that each department (broadband, wholesale etc.) is treated as a customer within BT, so the orders they place for their customers (us) will take twice as long - a ridiculous system. Oh, and on top of all this, BT are demanding payment for the month that we were without broadband!!!
Avoid BT like the plague, you'll end up paying way to much for a terrible service that treats it's customers like cash cows.