As with many others, the sneaky addition of the Business Assurance charge was implemented, without my consent. I have an email with confirmation of my contract, and this charge is not mentioned. They send out ‘E-bills’ which list the total amount due, rather than itemising what you pay for which is how they get away with it. When it was always near enough the expected amount, it wasn’t questioned. After the first 18 months of my contract, the standard tariff was then to increase from £25 to £45, but with inflation they have now set it at £54. They did give me notice of inflation charges 10 months ago and said it would be 4%. I tried calling to discuss the Business Assurance charge that was not agreed upon, only to be met with quite an aggressive customer service representative (hi Lynette!) who insisted that they sent me a letter (which I hadn’t received) and the letter gave me the option to opt out of the charge. She said it’s my own fault for not noticing the charges sooner (tbf she has a point here, I should’ve noticed!) When I asked for the charges to be cancelled going forward I was then threatened with huge costs should there be a fault on the line at any point and was told they’d charge me close to £200 if BT had to be called out + it would be an additional £140p/hr if they had to do any work on the line. Not entirely sure why I would be expected to pay for a fault that is completely outwith my control. Most broadband providers will compensate you for loss of service, not charge you more for it. All of this is on top of the internet not even working properly! The computers are slow and it doesn’t work on our phones at all. In short - please avoid this company at all costs. Poor product, terrible customer service, and extremely expensive.