They've given me a total runaround as well. Firstly they somehow, 2 months into my contract, changed the name on my account back to my maiden name (which I don't even remember giving them!), then (obviously) couldn't get direct debits from my account anymore, and, without contacting me, cut off my service. They then tried to charge me a £25 fee to transfer the account to another person when I asked to put it back into my married name. Second, they dicked me around when I tried to upgrade to HD - came to install at a time we hadn't agreed on, then after eventually installing it, immediately cut off my service because the £75 fee for the set box put me over my billing limit for the month. Um yeah, that's information that would have been better imparted when I rang up requesting the service change. So I wouldn't recommend them, though now that everythign is working relatively well I'm fairly contented with the speed and service - as long as I never have to talk to them again!