I agree, BT are just insanely bad. Typical example: we're about to do a move for a customer, and they ordered the BT line ages ago. They rang recently to check the status of the order, just to make sure everything was ok, but it wasn't: BT needed more info from the customer, but hadn't bothered to contact them to tell them that, so the order just sat there and now they've missed their go-live date.
I, er I mean my friend, wouldn't have gone with Virgin if BE Internet hadn't been stringing everyone along for so long about their fibre, with constant promises that it was nearly there, and bugger-all feedback to questions about when. I got fed up waiting. I've, ahem, they've ordered the superdooper Virgin fibre offering which is 120 megs. They traffic shape but only at peak hours, and only for torrent and other P2P file sharing traffic. I'm (they're) hoping that P2P speeds, even throttled, will be faster than my current ADSL, which is an advertised "up to 24" from which I get ~16.
And if not, meh. It's only donkey porn.