it doesn't matter that you havent been with them for 12 months. a contract goes both ways, they are contracted to supply you with lets say 1 mb (not sure what speed you have) if they are not delivering, you are within your rights to ring them and ask to speak to someone in cancelations and request a migration code. i had the same problem with ukonline and i rang and complained many times in the end they gave me the code just to get rid of me, cause they didn't know what the problem was, turned out to be a fault with bt.