You wouldn't disagree about the DLM if you saw how it worked on my line
I think snadge got 3-4Mbps extra with it too. Seriously good with the g.INP module kitz, really is.
I just found that when you had a specific issue and could demonstrate it at will (like Telefonica's shonky routing) the Bulgarians would be more interested in how it looked on the forums rather than addressing the issue. No real difference from the (pre-Telefonica) days when Brett was in charge - all about image, not much substance IMHO. I wasn't best pleased to see them becoming my "support" again on Sky and told them that in no uncertain fashion
For me the top 5 ISPs I've had (in descending order) are :
1) UK Online (Easynet) by a country mile - one issue sorted by Easynet escalations (Dan the man);
2) AAISP - expensive as hell but no muppets/scripts anywhere;
3) Sky - on the three occasions I've had to contact tech support (DLM stuck/VDSL self-install fault/problem with Sky TV box) they've been fine. Admittedly I phone them during the day so YMMV;
4) Zen - despite being robbed (CC fraud) by one of their staff & them totally ignoring their own complaints procedure (twice) they were reliable;
5) Be - awful both times although slightly less awful the second time. I had more tickets open with Be than with all the other mentioned ISPs put together