Is BT misleading consumers with Option 2 broadband?

A colleague and friend of mine uses BT Total Broadband for his connectivity, happy to pay over the odds for the ability to be dealing with the people who own the wire. Or at least that is the theory. The practise can be a little different it has to be said, as my friend discovered recently when his contract came to an end. First there was the cold-call, always annoying but at least on this occasion there was an opportunity to renew the service with a much better deal that would save money. Happy to save a few quid, my friend agreed and that was when the problems started.