Why.....

[#1]

.....am I being sent emails from customer services director Mark Carberry that contain this when I've already been told there will be no cancellation charge?

Because you're moving your broadband before the end of your minimum term, you will be subject to early termination charges. These have been calculated at £9.98. You can find out more information about this in our Price Guide. We could save you this fee and also find the best offer for you. Visit the Member Centre or call us on 0800 073 3057 to see what deals we have for you.

You guys really need to talk to each other.

[#2]

Thanks for your post @norush 

Apologies for the confusion caused by the automated email you've received.

I've made sure we won't charge you a termination fee once your service is cancelled.