"runlevelten@gmail.com" runlevelten@gmail.com
The general feeling among my friends on this seems to be that you should pre-empt BT's motivational problems and go through a 3rd party. It's good to have a large rich company doing the hair-tearing and having to put up with hours of pointless bickering, condescention and prevarication on your behalf (although this isn't foolproof, you'll still have to contend with them on matters of a private phone line)..
I agree. I quit BT after Yet Another Price Increase which was dressed up as a service plan, but had to use the Information Commissioner to "motivate" BT Retail to stop sending "come back" letters. It is foolprooof: you can rent your private phone line through someone else too, like it or phonecoop. I posted about this to http://mjr.towers.org.uk/blog/2005-1.html#btads and http://mjr.towers.org.uk/blog/2005-2.html#nmal0829
Hope that helps,