I don't know what has happened with your organisation.
I have always been a BT phone customer with very little problems. It has only been since I became a new broadband customer that I realised how the level of service has disintegrated (just like your broadband connection) and how money-grabbing your organisation has become.
My broadband service has been continually lost, intermittent faults and when it does work the speeds are overtaken by a snail.
Engineers have failed to turn up, turned up and went missing as well as a catalogue of requests not met by your so-called operators in your overseas call centre.
Whatever the problem, I have had the same script, the same broken promises and again left as a dis-satisfied customer.
In this day of close competition with the telecoms industry, you are not doing anything to value and retain your existing customers.
Strange how two of my neighbours seem to be encountering the same levels of lack of broadband service and your continued failure to deal with repeat problems.
Perhaps some of your advertising budget would be better spent on customer service and more up-to-date working equipment.
