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For only the second time in all the years I've been with them, I had to call them last week. After phoning the 0800 number and entering the menu maze ended up talking to what was clearly an Indian call centre. First point the three call takers I spoke to, were faultlessly polite, had a better grasp of English than your average UK call centre and called back when they promised to. The fault was reported on Monday (0.12 Mb speed) and fixed by yesterday - back to the original 3mb - tonight it's up to 5mb so a happy bunny.
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The first time was when I broke the aerial thingy on the router - I had to use all my charm and then some to blag a new one !
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One of the BT lines in my little office conked out a couple of years ago.
Same call centre maze, but I finally managed to report the fault.
My biggest problem with call centres is not the quality of English, but the quality of the line.
Discussing a problem is not easy when you can't hear the other person clearly.
Fixing the fault was done quite well, including a couple of calls/text messages to update me of progress.
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British Telecom broadband customer service. - R.P.