I'm afraid to say that this doesn't surprise me in the slightest. A friend of mine had nothing but trouble with them right from the start. His connection speed was pitiful, less that 512mbts when it actually worked which was very rarely, as was the phone service they "cough" provided. At the end of his 6 month contract with them, he cancelled his account and they demanded all sort of ridiculous payments and continued to bill him for a further 5 months. They even threatened him with a visit from the Bailiffs! Be prepared for a long drawn out battle with them. If things get really heavy, be prepared to a get solicitor involved.