I too have the BT Total broadband package and would agree that BT have been mostly helpful and have tried to sort out any problems I have experienced. However, this time the call centre in India did not appear to understand that the Hub is knackered and wanted me to go through a whole series of worthless and unnecessary checks which I had already done. I just need a replacement router and they don't seem to want to give me one. I just thought it was worth £30 or so to cure the problem wihtout any more hassle.
In that case I would fully agree, the reason I was so happy is that the guy I spoke to was a Geordie and the call back weas from somone local. I hate foreign call centre.