I was a customer of another ISP up until a couple of months ago. In August I went into what I thought was my ISP's web site to check my billing statement. I got a message on a web page ( I don't know how I ended up on that page) to say there was a problem with my account and gave an 0800 number to ring. When I dialled the number I got an operator who claimed they were signing up customers to a new account. I then noticed the different name (TIME Talk). I told the operator that I still had time left on my current contract but I was told not to worry about it, that it would be taken care of. I had the definite impression that my ISP was aware of this. Realisation that Time Talk was actually a competitor poaching customers from my ISP came later, but I stupidly allowed myself to be drawn in. My ISP charged me a £90 contract break fee, which they took out of my direct debit. For a few weeks the Time Talk customer advisers insisted I shouldn't worry, just mail them a pdf of the statement, and they’ll pass it to their accounts department for processing. A lot of sympathy and telling me how bad my ISP was by charging such a large amount and they would write to them on my behalf and urge them to refund it.. I have now accepted my mistake, and as a result of this experience I want to leave Time Talk and go elsewhere. Their Cancellation advisor told me they would charge me a contract breaking fee of over £500. I have since heard from Time Talk and they have decided to credit me back the £90 because as they admitted their salesperson had made a mistake in allowing me to believe they would simply pay back the breakage fee. So on this basis they have started to go up in my estimation.