I've had a similar problem with BT. Yesterday, my broadband stopped working so I called the support line...after an hour of to-ing and fro-ing they finally told me my account was deactivated. I was given a number and this time they said that my account had been disabled due to non-payment of a bill for last month and told to call the billing department. I called the billing department and they told me that my account had been CANCELLED (without any warning at all) and if I wanted the service back I could reorder broadband, be sent a new homehub and have to pay for installation etc. Within 5 minutes I'd ordered Sky Broadband! Yes, I missed a payment and would have understood if they'd suspended my account until I'd paid them the out-standing sum of £24.99 but to cancel my account completely is just plain stupid. Do they really treat all of their customers like this? They must lose them hand-over-fist and I for one will never use them again. Other ISPs must be laughing heartily during this credit crunch because I'm sure there must be quite a few BT customers missing payments.