@phil15
Plusnet are WRONG.
If you contact BT to cancel then it's highly likely you'll lose your connection completely - broadband and phone line & potentially phone number - rather than have Plusnet drive the transfer with only a few hours downtime.
As has been mentioned ISP's (and many other organisations) are upskilling staff - ie using staff to answer the phone who are not necessarily experienced in that field - so there is often wrong or confusing information being given.
I , like many , have had the odd issue recently but have eventually got through on the BT contact numbers and had my issues resolved. Patience & understanding is key.
As an aside mention was made of cancelling a direct debit - that's a road to disaster so don't ever do that.
No one in this thread is a BT employee BTW.
I should add that the "Expert" rating is not necessarily skill/knowledge based but number of posts made afaik.
