Can you still see your order history in your member Center? That might give a clue, as things such as the "free" router and setup charges used to be itemised in there. That caused confusion to many of use until we found out they were simply credited at the end of our minimum term.
When you say you have just come to the end of a 12-month deal, are you still in month 11?
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk.
Domains, site and mail hosting - Tsohost
Connection - AAISP Home::1 80/20. Sync 59500/14989kbps @ 600m. - BQM