A BROADBAND user complaining to a communications firm which prides itself on customer service was stunned to overhear an advisor describe him with a four-letter word.

Kevin Knott, 40, from Ewood in Blackburn, had phoned Plusnet to try to change his direct debit date after being hit with penalties for late payments., an option promised under the deal.

After being told the date could not be changed, Kevin asked to be put through to cancellations.

While the call was transferred he heard the customer service agent substitute his surname 'Knott' with the ‘C-word’.

Mr Knott,who lives with his partner in Kirby Road, said: “I couldn’t believe it. It’s not a word you use in general conversation and certainly not one you expect to hear from a company agent talking to a customer.”

Shocked and angry, he complained to Plusnet, whose TV adverts boast about their customer service with the phrase ‘We’ll do you proud’, obtaining a tape recording of the call.

He also emailed its chief executive Andy Baker who replied: “We treat such allegations extremely seriously.”

Plusnet sacked the call centre worker and offered £250 and six months free internet and phone services in compensation

Mr Knott has taken up the offer but added: “I won’t renew my contract after the free period.”

A Plusnet spokeswoman said: “We would like to wholeheartedly apologise to Mr Knott for the recent, unacceptable, experience he had with Plusnet.

“We pride ourselves on going the extra mile for our customers, but it is clear on this occasion that our call centre advisor failed to meet the usual high standard of customer service we expect and has been dismissed.

“We believe in doing the right thing for our customers and would like to assure Mr Knott that this case has been taken very seriously.”