I don't think you can fault BT's customer service, or at least I can't, however, their prices are SO expensive for what you get! I'm on 10 meg broadband, and I was near my limit twice, so I called to find out how I could increase my usage allowance. I was given a price that was double what I'm paying just now, and given that I was only 4 months into a 12 month contract, I was a bit shocked to be told that I'd need to sign up for a new 18 month contract at the higher price. I declined and will more than likely switch suppliers at the end of my 12 month term. BT need to get real with their price plans!!
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