BSNL standards has gone up. I was using BSNL 10 years back and was having a nightmare whenever there is a issue. So has moved to private operators.
Have again taken up BSNL connection in 2010 and it works like a charm. Even when I have issues when you register a complaint I used to get solution within 24hrs or at least a call from the service engineer about the status and problem. I would suggest you to buy WiFi modem outside and not from BSNL as mine failed to work exactly after an year.
You know it’s a Govt run organization so can’t expect a HiFi English speaking customer care executive:)
Also if you are in a bit remote areas you will have some issues.