I have a suspicion that their email responses are auto generated, as they seldom reflect anything I have conveyed to them. I have been with them for a year (which means I can soon run like hell and go back to my previous provider ) and throughout the year I have had technical issues with the broadband. For several months now I have had issues with the landline and they simply refuse to read what I write to them - I plead with them to read my emails slowly and carefully rather than respond with incoherent nonsense. The various parts of HEY do not seem to communicate with each other and after months of "escalation and swift action " I simply give up. I cannot recommend them (they ask me for reviews despite a year of complaints from me....that sums up how disconnected (no pun intended) they are.) AVOID!