[RichardCoulter]

Same here with Sky; I would genuinely do without pay television if they were the only provider and have used various methods to stop others from signing up too. They thought they were being clever; but it's cost them much, much more in the long run over the past 15 years.

I suppose it just shows that it depends which member of staff you get as to how it's dealt with.

I will never let Sky make a profit out of me again after the way I was treated following a bereavement, i've never had a problem with BT and have had some problems with VM which were quickly resolved by senior management.

To weed out the bad staff, perhaps companies should monitor who dealt with the customer (and how it was dealt with) in the period leading up to any cancellation??