Remember Pipex became Opal and then cut me off because my accounts were two months in arrears. They said they told me via email that I needed to update from card payments to Direct Debit, but, err, they didn't.

In fact, while looking to check they didn't email I found a few emails they did send.

Notice I've highlighted the "no disruption to your services". Yeah, right, unless you count stopping my service as being a disruption.

The link you can see in the email above points to a PDF file about billing. In there it says:

Right. But you cancelled my connection and then - when I rang to find out why - said it's because you don't accept recurring card payments. #fail.

Another email I found from them was received on the Sunday evening about an hour before I was cut off and when they were closed for business anyway, so, even if I had have happened to receive the email, I would have been powerless to act.

To get to this "unviewed message" involves logging in/registering for this new service using the form below:

I can't get past it. I have no idea what any of it means. So, I called their customer services team to find out how to get in (I need to print out the invoices for my accounts before I leave them). They said they had no idea either and that the site wasn't working properly anyway and that I should email customerservices@opal.co.uk to get the details. But, err, aren't you they!?

I then asked for my MAC key, as I'm getting out while I can. She gave me another number to call. #fail.

After being on hold the cancellation hotline for way longer than is acceptable I entered my number in their automated call back service. That was over two hours ago. Either their cancellations team are very busy or they're not overly keen to talk to you. Funny that.

On your recommendation I plan on moving to Zen. Although the following migration notes from their website fill me with fear:

• The broadband migration process does depend on the co-operation of your existing ISP. In the event that a migration cannot take place, you will need to arrange for your existing ISP to cease (cancel) your broadband service so that we can arrange for a new connection to be configured on your line
• Although a successful migration should result in much less downtime than a 'cease and re-provide', unfortunately we cannot provide any guarantees as to how successful the migration process will be or how long your broadband service will be out of operation during the migration

Maybe I'm just better off where I am. Like I said. If it ain't broke, don't fix it?

Update: 3 hours later their automated call-back service calls back. I tell the man I want my MAC code and he says he'll transfer me to that department; at which point I go back in to the queueing system and back to where I was three hours ago. After a couple of minutes the music stops, phone rings and then I get a "Please leave a message and we'll call you back" message. My message wasn't polite.