Don't trust a word they say. When my internet goes down they never have a clue. They sent an engineer out to me twice, the end result = same problems. Sometimes I get a few weeks before a few days of crappy service, sometimes it's every other day for a few weeks. Never had this problem with NTL.
There are reports that they should be investing in laying new cables but instead they keep spreading the load in other directions and then it gets to be a high-utilisation problem that they do almost nothing about...except traffic management.
Really annoying that there's not many choices for us when it comes down to it.