This has been so far the most terrible customer experience I have ever had. In essence, this is a very bureaucratic organisation with a plethora of incompetent people working there. I went to one of their stores to find out more about the home broadband deals and ended up signing the contract. In the process, there was a technical issue and a guy spent about half an hour trying to get someone in the support office by phone to fix it. After several futile attempts, he just used a different PC station. It was not until the signing of the contract that he told me I would need to purchase their router separately. But the worst thing he did is that he indicated a more expensive broadband package and it was not until I received the contract by post that I saw the mistake. And all the nightmare started...I went back to their store hoping that it would be fixed easily but they told me that I need to cancel my contract BY PHONE and to sign a new one which also meant a LATER broadband activation date. I called and I literally talked to a robot first telling it the purpose of my call. After that, they put me on hold and offered a callback when somebody got free. When I finally got a human talking to me, I had to answer all these numerous security questions like my PIN, sort code, postcode, ect. And then I was transferred to several more agents and they also asked me the same security questions. After they made several call transfers, I could not help thinking if it is ever possible for me to get someone who can cancel the contract. Rather than that, one of these call center agents started canceling my MOBILE broadband and I was lucky to notice that. Why do you ever ask all this info like the order number and account number then? Weeks later I realized I had not been refunded for the router (on the day of signing the second contract, they no longer required that you buy their router due to some changes in pricing policies). I got in touch with them via online chat and after this tedious procedure of security checks and an explanation of my situation, the connection was lost on their end and no one got in touch with me after that although the message was saying that the agent would reestablish the connection. After 30 minutes of waiting I started another chat and guess what, there was a different agent who started asking those security questions again. He issued a refund...and CANCELLED MY CONTRACT! How could it ever be possible? I have not requested any cancellation and this can be easily proved if the online correspondence is to be retrieved. I also felt ignored because they did not inform me they did it. This seems to be very unprofessional at the very least. It came as a shock on the activation day when NO ONE SHOWED UP to set up the service and I just wasted my day waiting for an engineer. I got in touch with them online again and a guy just told me that they canceled it. He suggested that I give them a call to investigate the issue. You must be kidding me. Why should I do it? To sign the THIRD contract while you can't even manage two? To answer all these annoying security questions just to be redirected to somebody else? To wait another month for the activation day to come and hope that it will not be canceled? I just wasted a whole month whereas I could have got it somewhere else far quicker and without any problems caused by careless people. This organisation is a joke. Stay away from it as far as you can. If a "dedicated staff member" is reading this review, I can already predict that they will write something like "We are very sorry to hear this. Please email or call us to discuss the situation". No way I am doing this. I just don't believe that this organisation is capable of solving problems in a fast and efficient way. I better seek an alternative service provider.