A friend uses them, he gets disconnected a lot.

He restarts the router/modem and quite often finds he cannot connect again, sometimes for a short period, sometimes for a long period.

When he calls them they keep telling him (3 or 4) times now that they will move him upto the next profile..?

He only uses the line for Xbox Live and complains of high pings all the time. He is in an 18 months contract but wants to leave them, how would he go about this?

usatisfactory service?
he would need to check his contract details... and also what they say
about uptime & service, etc.

basically find somwhere tehy are claiming false advertising.