It seems that either I or @Keith_Beddoe have misunderstood. I read your post as being that your rejected the renewal?
The agent was correct in that offers come & go & that the price may well change between now & your contract ending. Although there was no doubt an element of double-glazing salesman arm twisting going on too.
No idea why they would reject a SH2 though, but I would hope that one would be sent automatically when the DV order is raised. Although there could be an issue is the system thinks you already have one, which might explain the situation.
As above, you can opt to do nothing & move to a rolling contract, but that's likely to be more expensive. BT are obliged to tell you how much before the contract ends.
Yes you could raise a complaint. But like much else within BT, the system isn't fit for purpose & likely to only result in more anger & frustration.
