Whenever I've had any issues with my ADSL internet, some of them very simple, some very complex, the support personnel have kept me on top of what's going on.
This is something many many companies miss out on. Keeping the customer abreast of the situation is the best way to keep the customer on your side. M247 manage to do this.
I have (knock on wood) very few issues overall, but as stated, when something does go wrong, they're on it. Being able to get a human being 24/7 means they're living up to their name.