I have to say that my interaction with one of the support staff was less than satisfactory. I felt a little shouted down when I was discussing the disconnection at the current property and reconnection at the new. From a customer service perspective, it was rude. Furthermore, when I asked a simple question about the cooling off period, he promptly pointed out that it's an embedded network, suggesting that I was stuck anyway. This did not answer the question I had, and secondly, it is possible to break away from a less-than-satisfactory service provider in an embedded network in Victoria. This staff member should be educated about what determined clients are able to achieve in an embedded network. Was quite animated only when trying to upsell internet connection - don't think so my dear. Lodged a formal complaint via the website. The kind of form you fill out and receive no email confirmation (always keep screenshots). The form said up to 5 days for a reply and that has come and gone. I don't mind indifferent customer service if the provider is the cheapest on offer - there are tradeoffs. But compare.energy.vic.gov.au tells me that they are not, so no excuse. Dropped my rating to one star.