People's complaints with BT Retail are related to the support - though personally I have never had problems when I've needed to call them. Granted, I've never had complicated issues but the number of ISPs that staff their support lines with people who know what an SnR margin is can be counted on one hand, and come at a cost premium. The actual BT product is brilliant, the network is rock solid. Routing is good, peering is good, latency is low. I'd have no issues recommending BT to anybody.