Goodness yes I agree. We all have our own nightmare stories with ISP's and I am no exception. For example mine was being cut off from service having moved house, not because of the move but because the ISP did not collect the £25 charge for the move until my normal statement date which as a result made me a bad debtor!!
And yes the resolution took some 8-10 premium rate calls each lasting some 30-50mins. Incidentally, when I rang yesterday to upgrade my package I was told there was a "block" on my account, no explanation. Funny, they are still taking my money each month. Am I blacklisted? Feels like it to me after my justified and polite complaints. I have given them until Friday to explain why and if not its a MAC code for me. Why should it have to be like this? Yes it is a very well known ISP.