However, if you look at other aspects of ISP operations, such as Customer Service, dealing with BT's far-east callcentres is like pulling your hair out, in comparison to dealing with ISPs who have reasonably on the ball people sitting in the UK.
While acknowledging the fact that the majority of Indian call centre operatives are as much use as a chocolate fire guard (with a few exceptions) I must say that Opal's (Talk, Talk) UK call centre operatives took incompetency to new levels.
I could write a full page on the saga I endured. Apart from the technical issue of my service dropping from a consistent and acceptable 4+ Mbps for no apparent reason also during the takeover by Opal of Nildram they managed to somehow corrupt my 8 year standing credit card payment details resulting in a call from them asking me to log on and re-enter the correct data. I kept the caller on the line while I attempted to do so because I had been unable to log in because my password and username were no longer accepted after the takeover and I tried again while he waited. Then he tried to log in and couldn't! He said he would raise the issue with technical support and asked me to try again in a day or two. I did manage to log in several days later and went to change/update/correct my credit card details to be directed to a page telling me I couldn't do this online and needed to call Opal by telephone!
I could not be arsed to waste hours of my life listening to their abominable hold music with the incessant reminder that my call was important to them! I figured they would ring me again to straighten out the payment problem.
Next I receive a threatening letter from a debt collection agency. I put pen to paper and sent a missive to the CEO by recorded letter. Telling them I would be delighted to attend County Court to tell the judge what a bunch of incompetent idiots they were.
Two weeks later I received a call from a charming lady from the 'escalations department' or some such department. The outcome was that they wrote off the debt. In the meantime I had transferred to BT Infinity. I never did receive a MAC code from Opal but for several months I did receive several calls from Opal asking if I would like to upgrade my service! They seemed unaware that I had left.
Funny thing is my old Nildram e-mail address continues to function nearly a year later.
I have left out the saga of my two months of trying to get them to fix my staggeringly awful broadband.
I think the major problem whether it is BT or any other massive operation is that when an organisation becomes so large individual accountability becomes lost, vast ranks of poorly paid and ill-trained people read scripts and if a problem is more difficult or unusual than the run of the mill it is very difficult to get the problem brought to the attention of someone with the ability and the authority to sort it.