Problems cancelling Orange EE broadband

nigmatron_2

My daughter got a phone/broadband deal with Orange in July 2012. The contract was for 12 months and she has carried on quite happily until now with that. In December last year she was offered an upgrade for her phone which she took. The broadband service wasn't mentioned during this call. We have decided to move to Virgin Media but she is being told by Orange that she will have to pay a cancellation fee for the broadband. She can't afford it and even the woman she spoke to says it sounds like they have got it wrong, the problem is that they say they will have to take the £60 THEN check their phone records for the exact conversation they had. Only then will they pay her back when they find out they are in the wrong which they certainly are. Does anyone have any advice they could give her regarding this? Can she just cancel the direct debit? She doesn't want any problems as she is disabled and just can't cope with hassle like this. Thanks in advance. Nigma.:)

nigmatron_2

I should add that the phone and broadband are paid separately and aren't connected other than with the original deal. If that makes any sense at all...