Apalling customer service avoid at all costs!

It was quick and easy to sign up and have my payment taken, but as soon as I had a problem (I needed to change the date of my new phone line going in) I discovered how things are for customers. I used the messaging service and was told by the operator who I think was in India or similar due to their grasp of English gave me a number to call. This number had a cost per minute. After being on hold for 15 minutes it cut me off. I then found a Freephone number online so why was this not given to me?! I rang this number and after 15 minutes was told that there would be a delay of three weeks before the new line could go in. I'm not even sure why a new line was needed as other broadband providers say its fine and I don't need fibre broadband. I told the person I wanted to cancel after my experience with them and was told that I would owe nothing but could keep the router as it was now mine. An awful waste of the world's resources to just not want the router back. I await with interest whether a refund of my costs will ever be forthcoming. What a shame we no longer seem to have proper trading standards officers to go after these firms.