How are you getting 'mates rates' and 'retailer' deals?
dmpoole, who you getting it so cheap?
If you get an Asian voice you have no chance of a decent pay/package because they have no authority to change anything.
Complain and hopefully you'll get an English voice who may do something for you.
10mb internet
At the moment, I've wangled a bill of £0 as it doesn't work properly and hasn't been for 18 months (which I've been paying £18 for) due to chronic oversubscription in my area. They're absolutely useless and evidently don't give a flying something about their customers. AVOID!
To those above, tech support appears to be in India, Customer services is in the UK as far as I can tell. That's why.