BT comes in for a fair amount of stick, and I often feel that a lot of it is undeserved. Some people like to knock big companies just because they're big.
BT has made enormous progress with customer service over the past five years or so, and in my opinion they have nothing to be ashamed of on that score. Running a national telecoms network is no walk in the park, particularly when you're talking about the oldest telephone network in the world. The investment that BT has made (and is still making) in new line and exchange technology is vast, and overall I don't think they do too badly. I can't think of too many commercial organisations who would ensure that their line engineers keep in touch with a customer by mobile phone to update him on their progress with a line fault - which is what happened to me recently when a client's line went on the blink.
The engineers couldn't have been more pleasant and helpful.