they will respond, if not straight away, bit later, but they will:
- if you want upgrade, they will action it as normal
- if you want downgrade or cancel, they will try to give you better deal on current package, then to say they can't downgrade if you still insist on it - they will transfer you to 'customer relations and retentions' team. another wait, but they will come back to you 100%, just like they did to me this morning
if you are sure to downgrade or cancel - ask straight away to be transferred to customer relations and retentions team, as said you will wait a bit, but they will answer eventually.
Thanks for that. I did get through to retentions last year but I wonder why I have to repeat this charade every year?
It's the same principle as insurance companies, a judgement call/calculation is made as to how many customers will just let their contract lapse and just pay the increased amount, versus the (I suspect much smaller group) of customers who always make sure they sort out a new deal or leave.