For me, don't see how they could improve
I reported a line fault to the Indian call center who agreed with me it was faulty.
This was at 7pm on a Friday.
I was woken by the BT engineer 10am on the Saturday morning, yes the next day, who proceeded to replace the cable into the cabinet.
15 hours, most of which were when you could reasonably expect people to be asleep.
Biting the hand that feeds IT
