I had trouble with BT TV. The issue wasn’t immediately solved, but: 1) I had no problem getting through to speak to BT 2) Each agent did all they could and then arranged engineers to come out 3) Each engineer (3 in total) came very quickly, arrived on time and did everything they could 4) As things had been progressing, one agent took ownership of my case and saw it through to conclusion 5) The agent’s boss authorised a solution that was “not the norm for free” and my issue is now resolved. From my experience BT do care about their customers, they do try and resolve issues and I have been impressed.