I think it was down to them not expecting it to be taken up the way it was.
Sky were sending couriers out with the modems things were that bad.
I don't really look at the Free BB forums but all the negative posts seem to have died down a bit, as the exchanges are unbundled they may well start again as people migrate.
Well, I'm happy (for now! ) but then again the service I'm on isn't free. I certainly wouldn't touch the likes of Talk Talk or Orange, but Easynet (prior to Sky purchase anyway) have always had a fairly good reputation. Only time will tell though how well the service holds together.