All of the calls via 150 or 0345 454 1111 go through the same IVR and the first available agent answers the call irrespective of where they are located.
The majority, if not all of the retentions team are UK based, so perhaps you spoke to offshore and where not transferred directly to retentions (options 1,1,4 and 4 if calling 150 from your VM landline)
I don't know if the number on the price rise web page(info below) puts you into a direct queue to retentions (thinking of leaving us) but you can try it instead of 150.
We hope you’ll carry on enjoying your services with us. But if you decide not to, you can change or cancel your package at any time before the date stated on your email or letter, without paying any cancellation fees. Simply call us on 0800 052 2001.
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I am sorry to hear you are having issues with reaching our team I know this must be frustrating, we cannot make package changes or offer new deals from here. I would suggest following @newapollo's advice.