However, after becoming a much heavier user (Averaging around 300GB per month) I've noticed a serious decline in the level of service I receive from them. To be fair, yes 300GB is a LOT of bandwidth, but my usage is carefully managed so as not to fall foul of the dreaded 'Fair Usage Police'. My uploads/downloads from my server are scheduled to run from midnight to midday, and I have capped the speed at 500KB/s, so this should be well within acceptable levels.

My typical Download speed gone from a sustained 5MB/s before, to 0.5MB/s on a good day. Only for a few hours each night does it open up fully to 5MB/s again. Also, my upload speed has remained at around 300KB/s throughout, which in my opinion hints towards UTV throttling my downstream connection. I'm fairly savvy with computer networking, so their suggestion that the problem lies on my side is insulting and absurd. I can throw large files around my 1GB LAN as fast as they can be written to disk. Support will generally try to pass the buck wherever they can, so expect either BT, your home network or both to be the focus of their 'troubleshooting' spiel.

More on Customer Service: I agree with others here who have stated you can wait 20 minutes to speak to somebody, which is why I generally email them instead. When a phone call is unavoidable, your experience will vary depending on who picks up the phone. It's a VERY refreshing change to get speaking to a local person, to understand and be understood without the language barrier getting in the way. Not meaning to appear racist or 'un-pc', but there is nothing more irritating after having spent 20 minutes on hold than having to deal with someone who's first language isn't English, or indeed even a local dialect. More so if you were already angry to begin with haha.