The simple fact is that wifi on the fly is unreliable for a number of reasons. I wouldn't advise anyone to pay specially for access unless they were going to use a known working hotspot - a 3G dongle or smartphone is a much better option. BT's glossy advertising makes it sound a doddle to get connected; in most places it's not. They might deserve some criticism for that, but it's not feasible to expect them to investigate random difficulties. That's the nature of the beast.
BT WiFi's helpline is 0800 022 33 22 or 0330 123 3000 (for a mobile).
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