Had the same email today. Contacted BT as I had just re-contracted in March to see what my options were. I went knowing that a 26% increase on my BT TV would be well above inflation so quite in my rights to cancel.
After being transferred twice was put onto a nice gentleman who agreed with my assessment that a 26% increase was not acceptable and stated he could stop the £4 increase. All I had to do was re-contract for 18 months. As overall I am happy with BT service and only 2 months into a 18 month contract was happy to do so. I confirmed that my monthly cost for all my services them would stay the same and will keep exactly the same services Phone line, Mobile, Broadband with complete home and TV. He said no problem you will receive a email in a couple of minutes stating the re-contracting of the BTTV.
Couple of minutes later email received, a minute later a further email stating I had left complete wifi and I needed to return my disks (which I had paid £10 in March to get posted to me and £5 a month rental).
At 1750hrs went back on the phone too BT to see why? At 1930hrs and being passed a couple of times to different departments spoke to a lady who again was very polite and apologetic. She has promised to get back to me on Monday with everything sorted, which I do believe she will do her best to do. For a communications company the art of the communication above the front line people appears to be lost. Wish I just paid the extra £4, that said looking at the offers on line with other companies at £80 a month to BT I am paying nearly double of what I could get elsewhere?
A very disgruntled customer of over 8 years.
