The initial contract you sign to get the service includes a clause that specifies the minimum length of contract. (12 months for Telewest it seems:
http://www.telewest.co.uk/html/termsandconditions.htm )
Quote:
General
Customers are required to commit to a minimum period of 12 months in respect of each service (e.g. a phone line, a cable television package or blueyonder broadband internet).
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By agreeing/signing up to have the service you are legally bound to that minimum term of ownership regardless of whether you can use it or not.
They are perfectly within their rights to demand remaining fees on the contract before termination.
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How long has she had it? It's possible they're overcharging.
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