They get 2 stars instead of 1 purely because the tariff is competitive and the lady I just spoke to with my complaint was polite. But otherwise my experience with them has been very frustrating. I called to change my tariff on 03/08. When I checked my account today, 01/09, no changes had been actioned and my monthly direct debit has gone through today at the old higher amount. I will now have to check my account again after 5 working days to ensure the changes have been made, and backdated, and that they have reimbursed the difference between what has been taken by DD and what should have been taken. I will also have to check that no termination fee has been taken. I was told on 04/08 that a termination fee would not be charged as I was not changing supplier, just the tariff. Today I was told that the fee would apply, so I had to argue that one through. It's a hassle I can do without. And it's not the first time, this all happened the last time I switched tariffs with them as well.