They will never call you back. As said - Try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" - they are open 8am until 10pm. Calling early 08.01 is usually best although a longish wait might still happen - just hang on in there whilst watching tv with a cuppa. You will usually get a UK call centre who’s staff are more informed and helpful.
-------------------- Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Spoke to retentions, went through the details and agreed a contract but said I need to wait for a call back as I wish to use an existing number rather then a new one and to expect a call within 24 hours. Still waiting, so I'm in the same position once again!