I've been with BT for years now so that alone must tell you something,
As with any large company there are always bad reports so obviously I can only comment on my own experiences,
At the beginning of this year I had major problems with my connection either dropping out altogether or only connecting for a few minutes. B.T. really did everything they could to correct the fault which turned out to be my land line which they had to completely re-new,
For some reason people complain that the call centres are in India, why I don't know because it's not as though we're paying for the call,if there is a problem with the accent then I just asked if they wouldn't mind speaking a bit slower. Seeing as I have a very broad accent too I think this can work both ways.