This is the first bad review I've actively given besides the odd verbal comment in 32 years, the customer service and situation I have been left in as a BT customer is disgusting. Two nights ago around 10pm I received 3 emails all at once stating my WiFi would be shut off and account closed, a few minutes later the WiFi was off. I called the next day to find out what had happened as I'd never missed a payment and had a package deal through EE, I was informed I'd not payed a £11.13 charge for installation 4 month prior which was confusing, I'd never had an installation as the landline had been in and working for years. How've after looking back I did find the email with the charge so after paying £92 with extra charges I was told I could have the WiFi back on.... Only to then be told my account has been closed anyway, I was then asked to return my hub and that if I wanted to continue with my service I might be given a more expensive plan, I was then told if I wanted to cancel I would have to pay cancellation charges for the remainder of my contract which was 18 months. After trying to explain I didn't want to cancel my contract you cancelled on me and that I wanted it to keep working as before I was then told to call back tomorrow afternoon sometime around 3pm and speak to the sales team. The conversation the next day turned out to be a positive one with the customer service person saying i can start a new contract exactly the same as the old one and have you up and running straight away, wait 10 minutes for a confirmation email then that's everything... The email informed me that I was being charged another £40 connection charge, £9.95 delivery for a new hub which would arrive in 11 days, as someone who works from home my business cannot function without using the internet and while still being charged for an account that I've never missed a payment on and still having the original hub plugged in flashing purple I'm left feeling utterly defeated and unable to earn a living. Again this is the first negative review I have ever left but it took a mighty difficult situation to do so, apologies if I've waffled on but this company is horrendous. For anyone reading this you'd be better off signing up with THREE