We appreciate the comments although feel some information has been omitted.
In regard to the speed, we provide a speed range prior to signup that the line should be capable of. At the point we were contacted, the line was within this banding. There was a claim the line was higher prior to migration which we advised was likely due to a DLM reset which can happen on migration. Avg support response was less than an hour.
We also checked historic DLM records with Openreach which showed the line had a variable sync before it migrated to us. The customer then located the issue with a filter and as soon as that was replaced, sync returned to the level the customer expected with no further reports since (over 15 months to now).
In regard to the cease fee, this is clearly mentioned before any order progresses on our broadband product pages, after entering a number in the summary information box prior to entering any details and also within our price list referenced in the terms agreed. We can't agree the reviewer wasn't aware of it, or that it wasn't clear being shown three times during the order.
Due to the provider who the line is migrating to and their order, it generates a fee which is passed on at cost.
Finally, being "overpriced" is subjective and we're by no means the most expensive either. A quality service does come at a price and we don't aim to compete at this level.