If I could give BT less than 1 star i would, the amount of trouble i have had over the last 5 years has been unreal, broadband cutting out, loads of engineers coming out and not being able to fix the issues, being lied to constantly, then I had a letter saying my account was going to be closed for non-payment so I looked at my online bill and i could see that I was up-to-date on my bill but I paid this month's early just to be sure, I then received one of those jiffy bags that you have to return the kit, so I went on BT's online chat and asked what was going on as my bill was up to date. Some guy who couldn't hardly speak a word of English came on and said it was their mistake and that the reason I was getting jiffy bags was cause I hadn't sent my old router back last year after I received a new one, so when I told him I had returned it he told me that it was fine and he'd marked it as returned and that my account was all good and I wouldn't hear from them again. I asked why I received a letter and he said it was their mistake. Fast forward to yesterday and my Internet been disconnected so I phoned BT and asked what was going on and was told my account had been closed due to non-payment so I explained and they said although it was their mistake there was nothing they could do and that I would have to sign back up, so i asked if i had to have a new activation date and i was told yes!!! I am absolutely furious, when I spoke to a member of the team on the online chat I repeatedly asked why did I get a letter and he avoided the question I put a complaint in and a very rude woman spoke to me and said it had been disconnected due to non-payment from July to September and I had received all sorts of emails threatening me I would be disconnected, so I said I'd received emails saying thank you for your payment and I could provide proof, so she kept interupting me so when I interrupted her once she had the cheek to say "hang on a minute I haven't finished talking yet" and continued to say that I would just need to sign back up which I refused, i also asked her to check the online chat transcript between myself and her colleague about him saying it was fine and i wouldn't here from them again about this issue and she went and said "I can't check the chat" lmfao so when its convenient for them they can check things but when their in the wrong all of a sudden she cant check lol, so cause my bill is £20 a month if I hadn't paid then why is my "final bill" only £20? Surely if I hadn't paid BT then it would be more than £20? I asked that and the woman hung the phone up on me 🤣, my complaint was closed with the solution being filled out as "we've explained our policy" what a joke!! Why didn't the guy I spoke to on the online chat tell me my service was going to be cancelled even though I told him I had paid it and he said my account was fine. I am disgusted the way I have been treated!! I warn EVERYONE do not go with BT, i have signed up to another service now and it's not only cheaper but seems a lot better than what i've experienced with BT, they are rude, they like to threaten and try to intimidate people but cause instood up to them they didn't like that and hung the phone up on me. I have been in touch with the Financial Ombudsman Service and will be taking this further. YOU'VE BEEN WARNED!! STAY AWAY FROM BT!! they will try to bully you and if your in the right they will speak to you like dirt and won't listen to you at all and will continue to threaten you!! Good luck!!