The simple matter of changing address in mid-December proved impossible. I prepared well in advance asking Kinex what I had to do (at that stage I wanted to stay with them). They said to wait until we had a reliable and real moving date. This I did, but these days you don't know when you are moving until a few days before you do. Once we knew I started calling - and calling - and calling - long hold times, and people passing me to the wrong teams meant that on our moving day I still had not got the old phone (and broadband) cancelled.. this left the phone LIVE for the new occupants. I was finally called by a bloke at 4pm on the day of the move.. I was in the van with the cat on my lap in the final (and stressful) run of the day and the guy said he needed 15 minutes to run through some things.. I said, NOT NOW - I'm moving - please just cut off the old phone - he said he couldn't and couldn't be sure when he'd be able to call back.. so there it was - the final nail in the coffin. The WORST customer service ever, unhelpful, inefficient and they left my old phone line live untiI got through on Monday. Now they sent me a bill for £336 to disconnect. Be VERY careful before jumping in with these guys - they are good at selling, but as soon as you need something from them expect to wait and you will PAY.

Date of experience: December 14, 2020