As it happens you did catch us with out pants down as the 18 month term was part of the terms and conditions of the promo we were running for the first part of this year (free install, 3 months free, etc) and should have been reduced back down to 12 months when that offer expired last month - we missed it - you didn't!
How we choose to run our business and the promos we offer (for example we have to pay the installation costs even if we offer to waive them for you. We don't get free months from BT, but we choose to offer them, and so on) is down to how we choose to market the promos.
What we don't do is take your initial contract and extend it every time you update your bandwidth preferences, which is where I think we came into this whole debate.
Hopefully people will see that a) we are flexible, b) prepared to enter into a dialog, and c) human - but when we make a mistake we own up to it.
Obviously, for some people the glass is half full, for others it is half empty, and yet for some more the glass is simply too large and a smaller one would do. Where ever you sit, we will try to accomodate you if you choose to become a customer .. we can't be all things to all people however, but we will try to be as helpful and as flexible as we can - and often go beyond the call of duty to help our customers achieve their goals, however I do appreciate that no matter how flexible and helpful we are, we can't please everyone every time.