I too have had bad experience With BT, my girlfriend decided she wanted a faster broadband connection at the time she had NTL 2mb cant remember the cost but BT was going to be more expensive but expected for a faster broadband connection so she contacted BT who told her that her line was capable of a 6mb connection so better than she had and close to the up to 8mb advertised. she got the huge ugly home hub through the post and set things up this is where the problem started she managed to connect at approx 1.2mb I hasten to add this was the best speed she ever got usually connecting at less than dial up speed so she called BT and explained she was not happy as she was getting slower speeds than with cable and was paying more for the privelidge. and as you can expect she asked if she could cancell her contract and they laughed at her I mean the lady she was speaking to litterally smirked down the phone and then hung up fantastic service, so she called back and managed to speak to somebody reasonably sensible and they informed her that she could cancell her contract but it would cost her £220 as you can imagine my girlfriend was neither happy or in a position to pay that in full. she then decided to read her terms and conditions as she was not getting the service she was paying for so she decided to call customer services a third this time a reasonably helpfull operator  that her line was only capable of carrying 512k so only 0.5mb not the 6 we were told, This Is where I got involved working in a sales environment my self I am aware of the procedures for claiming for miss selling I rang BT my self spoke to an operator explaing all previous calls and response from other staff members I asked the guy to pull the call and to get it listend to and if the outcome was not to my satisfaction I wanted a transcript of the call the gentleman was vey helpfull informed me that the complaint and request would be forwarded to the appropriate dept and we would have an answer within 5 days I was happy to make me even happier we recieved a call at 10 am the following day (a sunday) to say the call had been listened to and was found to be in our favour we were miss sold the contract would be cancelled and the £220 fee would be waived so in the end they did redeem them selves slightly  but i would never go back to BT for broadband again.