After a bad experience with a small independant I thought I'd go for the safety of BT.

That was a mistake!

I'm now doing some better research for my next ISP.

Speed and Value are "sub-average", but my real gripe is the Support and complaints process.

BT were unable to fulfill the Bundled Services of the Plan I took with them, namely Broadband Talk, and when I questioned this, sharp practices were used by the Support Team and Customer Services to avoid any responsibility.

I was lied to, shouted at, hung-up upon, told there wasn't a complaints procedure, had a complaint raised and immediately closed (twice) and then when I finally managed to formally raise a complaint entered an 8 week process that achieved nothing bar a "failure to agree letter" that I have now taken to the Ombudsman. Although I was regularly told the BT complaints process is in line with the Ombudsman's regulatory requirements.

Anyhow, at least I can now cancel the 18 month contract they failed to fulfill. But it has taken me 20+ phone calls and an estimated 8 hours of my time to achieve.

I'm shocked our National Tel Co can have this level of disregard for its Customers. I expected, and would have accepted, sub-average Value and Services, but I DID expect first class Customer Service.

Very poor.