Unfortunately it seems it's not the customer service that's the problem - just had a long annoying experience because my BB went down. It was a BB problem but the customer agents in India insisted there was a fault on the line and over a period of a week sent out 2 engineers - it was only when I got heavy after 10 calls they sent a BB engineer out. In the interim it was suggested my router was at fault and the only way I could solve that was to take another 12 monthly contract out - as it happens it wasn't that so i felt I was 'conned' into a new contract which i couldn't get out of as I was an existing customer. It was clear to the reaction of the Indian agents that they had to follow a routine or they would get into trouble - why else would an agent ring me back and insist I rated him! I'm afraid, through their appalling customer service I received, they've just lost a BB customer - even if I have to pay up my contract I'm certainly not going through the stress of that 12 day experience again - I stress I blame BT not the Centre agents.
Don't pay for what you don't get!
For what it might be worth I would strongly recommend keeping a careful note of what when etc, and then take it further including going to court. It is clear malpractice to be even invited into a new contract when you are in the middle of trying to sort out a fault.