The email came from a manager and he did explain but I'm not sure how much I should reveal. Basically they had their reseller ID ammended but one of their suppliers didn't update their ordering systems accordingly despite being notified by Vispa. For a few weeks orders were being automatically rejected by their suppliers system. It's fixed now.
He said I was right (which is a relief!) about the GPL being the replacement to MAC. He also apologised and said he'll be getting on to their customer contact team to update the info they're giving out. They're also crediting my final bill and any cancellation charges. I'm quite impressed with their response. To be fair, I've had a few technical problems over the years that Vispa were very good in helping via email.
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Did you quote Ofcoms ruling?
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I quoted the GPL part and linked to the full article in the email I sent on Friday. It makes a huge difference being able to email your ISP and I'm not looking forward to having to use the Indian BT call centre as my primary contact with them. There's no way you can explain something like this in a phone call.