I received an email to re-sign our broadband for a further 12mths so called and spoke to someone named Dhirak around 1.30pm yesterday afternoon to discuss a change to the terms.
He gave me a quote and was supposed to be emailing me the details, however I haven't received anything as yet. I'm concerned that an incorrect email address may have been used as he initially quoted an address that I haven't used for 10 years.
Thanks for your suggestion @johnr, however sadly I called back and there was no record on my account and despite being told I would be called back, I have not been contacted at all in the past week. Past experience has usually proved this medium to be far more useful at actually getting a resolution, but so far, no luck!