If you move house or change your package this would agree a new contract.
I'd advise giving us a call on the above number if you wish to discuss it all further.
with respect i believe that is wrong - or it was - the OP is correct imo moving house and making no changed does not start a new contract - not that stops agents starting new contracts
to the OP dont waste your time with offshore they can make it up as they go on
dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre