I am currently using BT Yahoo Option 1 and have been quite satisfied with the service over the last few years. Recently I have been receiving sales pitches (both by postal mail and by telephone) to try to persuade me to switch to BT Infinity (since it is now available in my area). After holding off for several weeks (I could see no point in spending extra money when I was satisfied with my current service) I eventually gave in and ordered BT Infinity. I reluctantly agreed to the £25 one off charge and an increase in my monthly service bill of 20 pence. I was given an installation date of 15th June 2012 and an appointment window of 1pm - 6pm. At 6:10pm I decided to telephone the support line to find out what had happened to my missing engineer. I then spent another twenty minutes on hold until I could actually speak to a human being. At least that person was polite and apologetic, but I was still put on hold another two times before the operator said that they would have to call me back. It is now 7:25pm and I am still waiting for the support operator to call. I could have taken the afternoon off work (if I had been working on this afternoon). If this is how BT satisfy orders that they themselves are trying to promote, then there can be no hope for people who order BT's products that are not being promoted.