TBH I am surprised that theyve only brought this up now.
Surely, this is old news and it was
last year that they retained the OFCOM wooden spoon award.
About 5 years ago, they were without doubt the worst ISP out there and I wouldnt have touched them with a barge pole.
When they first went into the ISP + telecom industry, there were way tooo many problems and many users were without phones for weeks and broadband for even longer.
They also became infamous for slamming users broadband without MAC key or permission and using door to door salespeople who didnt have a clue about adsl and who would say anything to get a sale leaving the customer to pick up the pieces later.
To be fair though, they DO seem to have tightened up their act a bit, and whilst there may indeed be many better ISPs out there, IMHO these days they arent anywhere near as bad as they were 5 years ago.
Although I havent been there for a while so cant comment as of late, but they did have some very dedicated support staff on their own forums who were approachable if you ran into problems and do their best to help.. rather than having to face their telephone support, which IS where Ive had some of the most ridiculous and worst support that Ive ever had when contacting ISPs on behalf of other users.