I work away from home a lot and it's my fiancé and my children whom use this service predominantly. I have just spent a large amount of time working away, come home and been told the service (video streaming particularly) has been awful. My fiancé tried to contact yourselves to discover why the service was so inferior to be told only I, the bill payer, could query. I just suggest a bill payer be able to spoken on behalf of by a person whom is nominated. I don't want my partner and children to have to wait until I'm back to deal with WiFi.