Last year my phone was cut off
I only asked for my phone line to be changed from business to residential.
Apparently Business don't talk to residential, so as I didn't tell residential, business didn't send overpaid line rental to residential. Residential decided that owing business, didn't count so disconnected me. Business apparently then went and ripped the wies out of the exchange and my phone number returned to the great numbering organisation elsewhere and no way could I have it again.
This mean't the broadband stopped etc.
I spent many hours in the nearest phone box (about half a mile away) trying to resolve between business, residential and ISP.
You really can't make it up, if only there was an alternative. Sorry, there is, but their customer service is just as bad. Been there, done that!