The service they provide when it's been installed is brilliant, however getting it installed (for me at least) has been a nightmare. I took the morning off work last thursday for them to come between 8-1, when they hadn't turned up by 1 i rang them and got a foreign call centre who assured me they would be there in 3 hours and that "i wouldn't have to wait" to which i pointed out 3 hours is waiting!
They didn't turn up by 2:30 so i rang and got through to the UK who basically admitted that they give out more installation slots than they can manage to do in a day on the chance that some take less time than normal so they can fit another few in. I got told that someone from the installation team would call me in 5 mins. They didn't so i called back. This was then repeated 4 times until at 6pm i was told that they had all gone home and i'd wasted a whole day off waiting for them to come. not happy. So now having to wait for another installation slot. They also told me that they wouldn't have been able to install the phone anyway as there aren't enough free slots at the local exchange, this is despite me already having a number with them as i've used them at my past address for 2 years! Have written them a letter stating that i expect a days wage to make up for my leave i had to take or they can shove it. At the time they offered me 1 months free subscription and free anytime calls for a year (which they had already offered me as they'd upgraded my broadband some time ago without telling me, yet charging mt £2 a month more…)
this is in bristol btw.