Conflicting information

[#1]

I tried using chat to ask what would happen to my contract when the 12 month period ended.  [Removed] told me I had to ring up.  
So after being on hold for over 15 minutes, I was directed to the following article.
( http://portal.plus.net/support/customer_service/billing/contracts.shtml ) This says that after 12 months I would be automatically switched to a rolling contract.  
So why couldn't the chat guy [Removed] have told me that!
mav:csa

[#2]

Because he assumed that you wanted to negotiate a new contract with reduced prices rather then moving over to the standard prices

[#3]

I have been with Plusnet for five years,I recently rang Customer Options Team and recontracted at very faviorable rate.
Albeit at a reduced upload speed,well worth the call.