Worries about ethics of Plusnet retention team - elderly person

[#1]

My parents in their late 70s, were leaving PN to another provider who can offer fibre-optic as the copper cabling has been problematic for them for years. They were no longer in contract with Plusnet. The new provider mistakenly issued a disconnection notice to PN which was premature and required them to contact PN to cancel the disconnection date and that their PN service should be continuing until further notice (they would notify them when the new installation occurred).
My concern: it seems from what has been relayed back to me, that they have been persuaded to stay with PN and have agreed to another contract under the belief from what they were told:
1. Because they are considered "vulnerable" (the retention teams words, not their own) they are allowed to leave the contract at any time and are NOT tied in.
2. Because PN are changing over to EE, old contracts will no longer be valid.

Neither of these things are true or ethical? All they wanted was to have the rolling monthly contract until the new provider had a firm installation date.
Their intention is still to leave PN but now there is uncertainty on their and my part, if they have been persuaded to sign up to another contract.
Can someone please comment on points one and two as I am sure these are not valid.

They are still within the 14 day cooling off period, so they can still cancel. I am more concerned about what may have been communicated via the retention team.

[#2]

I cannot comment on most of what has been said above, but the PN are changing over to EE' comment is, to put it bluntly, a load of bovine faeces.

[#3]

yes I'm aware of that being a nugget of mistruth 💩, but is less pertinent to the post.

[#4]

It wasnt their job to contact plusnet. This should have been done by new supplier to request hold.

[#5]

Hi @BC3 thank you for getting in touch with us through our Community Forum, I'm genuinely sorry to hear of your parent's experience. 

The description of the situation is concerning and needs a thorough investigation starting from listening into the call between your parents and our agent, at your earliest convenience could you direct message me the account username and the contact number the call was made from ( I have also private message you so you can reply to that message). 

The only occasions we would waive any early termination fees are if we cannot provide the service at all, and our sister companies are unable to provide broadband on our behalf (EE and BT).

I look forward to hearing from you soon