In short: shocking customer service and poor value for money. Save yourself the grief - use an(y) alternative.
When you need to contact BT because of a fault or a change of address or product you can expect something to go wrong; I moved it took over a week for them to connect phone and broadband. I called to ask what deal BT could offer when my contract ran out; they wouldn't say until contract almost over. When it was, they could only reduce by a few qui a month, which would be less than the forthcoming proce rises in March! BT call centres take ages to answer and when you get through more often than not you're put on hold or passed on to someone else who also can't help.
You are paying well over £200 a year for the landline. We paid about £50 a month for two 1GB SIMs and 50MB broadband. I just switched to Plusnet and will be saving over £400 a year. My new Plusnet broadband is just as good as BTs (even with BTs additional wi-fi disc).
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