Actually they explain NOTHING when you sign on - you only get that information after complaining bitterly. And those policies are not written down anywhere. The joining form has no terms and conditions, the website has just the basic stuff. I even once asked for the thresholds or exact policy on shaping, business customers priority etc to be sent to me by email - never got it, was just told to go to the website. Even the monthly bills by email don't have this information. The billing method is also not explained at any point - because you pay up front but its not a prepaid, its subscription - they don't tell you that.