as I've said before on here, BT's customer service increases with either a good letter to the CEO, or with knowing someone reasonably senior, who can put you on to their employees and friends help team. My contact has just retired after 42 years with them.
The customer comes first. I can name you a number of ISPs where you can get good service and prompt resolution by just walking in off the street.
Its an utter sham and part of BT's disgraceful customer service that you have to escalate in order to get anything done.
Communicating with the CEO doesn't always resolve either. He's tightened down his remit in the recent years and is eager to pass the buck.
I don't see why I should have to maintain the address book that I do of various senior contacts within BT.
However, to get thru to a good service, one has to be patient, and if I were running a biz from home, they would have bankrupted me a couple of times....
Which is why if quality of service comes before cheapest price in terms of importance, you should never choose BT.
You should never have to be patient to eventually get through to a good service. You should be able to speak to people with a brain straight off the bat.