So I assume the procedure for downgrading is now something like this
1 - Ring up ntl
2 - Ask to downgrade package
3 - Informed £10 fee
4 - Ask for retentions cancelling services.
5 - Tell retentions reason for cancelling.
6 - Downgrade complete free of charge and if lucky freebie thrown in.
7 - Ntl still profited as the retentions addition to call added to call revenue.