I’m thinking of leaving BT (landline plus fibre) and received ‘we’re sorry you are leaving,’ email.
They gave a number to ring if I had any questions: 0800 028 3098 is that just for questions concerning leaving and joining another provider or is it a retention number.
My reason for asking some of the newer deals seem attractive to me.
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I assume you have already selected another provider first, which is why you are getting the email?
That is the correct way to do it, otherwise you wil incur a longer delay if BT have issued a cease on your line, as the new provider will not be able to take it over.
That number may well be a retentions number, offering you a matching deal.
You will get a loyalty advisor who will talk to you about deals. If you want to stay with BT and you have seen a deal that you want then they are the right people to speak to.