Bt customer service in india do not listen to what you are describing, they talk over you and sometimes are impossible to understand.My last problem (very slow speed and no upload) took 10 days to fix.Bt openreach engineers are pleasant but do not appear to be fully up to speed technically. Bt billing took almost a year to get my bills correct (trying to charge me for a line I do not have). All ISPs should be forced to use transparent and independant speed and useage monitors/meters. When my contract is up I will change.