I wonder if I just got really lucky or it’s because they knew my area was close to getting full fibre so tried extra hard to keep me. While you wait for that person to respond (they should anyway) try this also just to see:
Log in to BT and then at the top tabs you should see Broadband > Upgrade Broadband
It should say something like “searching out our personalised offers”. See if any of these are better deals than what you currently have. If they are better you can mention these to retentions team who will have to honor it and that should also mean avoiding the price increase when mentioned.
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