I have been a BT customer for many years. My phone line went dead yesterday and I lost my broadband. I used the automated phone (mobile) based system to diagnose the fault and log the fault. In my panic I phoned to check and it took a long time to speak to someone. Today an Openreach engineer arrived, fixed the local fault and fitted a new master socket. I was only without my service for a day. The phone and online chat experience, like many companies, isn't good though. Overall I'm happy.
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