Be prepared to persist to get good customer service
In general, the broadband and phone service is consistent and reliable. I have been a broadband trialist for various new fibre services for over 18 months, and as a trialist you expect things to go wrong perhaps more often. There have been few service interruptions in that time, and when you get one, you invariably end up talking to an offshore support centre. In my experience this is always a poor introduction to the customer service that BT offers, and the situation only improves when you persist in talking first to the local supervisor, then ideally get the call transferred back to the UK, where I have found the call centre staff to be much more helpful, better trained and significantly more capable of resolving service affecting issues. Offshore customer support centres are going out of fashion rather quickly, so it would be good to see BT take the lead, create some more UK jobs, take the frustration out of "first contact", and perhaps most important, reduce the time spent on the call to resolve the issue.
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