I agree with you till some extent. Their customer care is terrible......but when they had launched 2mbps, they had done really revolutionized the Indian internet but have surely failed this time.........
BSNL is the best until you face any problem........and if you face any, you are in hell.........
There is nothing called customer care with them. The have a flawed billing system, their customer care officers and their other officers do not have professional attitude at work, their technicians do not know how to troubleshoot ADSL modems at home, they do not listen to you when you call them, Mr.A points to Mr.B when you go to Mr.A for some work, Mr.B points to Mr.C and then Mr.C points to Mr.D and so on. Ultimately you are the sufferer like I was. For simple bill rectification I went round and round for 9 months and then I got a letter from BSNL attorney to pay Rs.105000 for Dataone bill!!!

I replied with my own attorney but ultimately they threatened to make prestige issues during my marriage and so I had to pay up.

Now I am happy with Tata Indicom at my home in India for phone connection with no erroneous bills and Mediacom here who give me speeds of around 7.7Mbps unltd at $39.99 per month.
BSNL is the worst company in the whole world.