I've been with BT for years and have always had brilliant service from them on the rare occasion that I needed it. Yes their initial help line is a bit of a pain but it is designed to help the ignorant, not people like Mixture, once you're call is escalated all is very well handled by knowledgeable people. My speed is nominally 8Mb and usually swings between 7.5Mb and 8.5Mb when downloading from a site such as Microsoft.