I spent more than 12 hrs over several months ringing BT to solve an internet connectivity problem (was mis-sold BT Infinity package as an upgrade, we were 3.8 kms from nearest box; >3kms it won't work properly). They sent out 8 different engineers over as many weeks, each one arrived out with no knowledge of previous engineer's visit or the problem. Eventually e-mailed the CEO of BT who directed this to Head of Customer Service who got it sorted and got some credit on our bill. We had been loyal BT customers for many years but when my plan finished I transferred to Talk Talk, 50% cheaper plan and no hassle.
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