@hannes - Good luck - loyalty does not exist within BT and the 'retentions' team is just a front for an EE sales team.
BT do not value your business or loyalty anymore. They merely trade on a claim of unmatched service, whilst charging extortionate prices to existing customers.
If you voice unhappiness to BT they will do very little to retain you and would prefer you to leave - a very strange business model. Any complaint will be automatically closed without resolution. The advice from the BT community is to also run for the hills and join a competitor.
Hopefully you will be one of the 10% that finds a helpful advisor willing to forgo their commission 😲
