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I call, go straight through to the "I want to leave" and generally ignore all the deals they offer as they are significantly more expensive.
I normally go with I'm leaving if it doesn't stay the same price/match what a new customer gets (they are pretty similar for me). Don't bother negotiating or getting involved in we could change your package to something cheaper, that just prolongs it.
Eventually they'll accept you're not accepting their offers and say they're starting the cancellation process. You want to get to that stage as quickly as possible.
That call normally takes 10-15 minutes.
Then someone calls you from retentions and in the past has just agreed what I'm asking for (normally stay the same price/match what a new customer gets so nothing too outrageous).
That call is 5 minutes normally and pretty straightforward and job's a good un for 18 months.
You may need to have Marketing Communications allowed in your preferences to get that call back.
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aggi
@NotThamesWater
End of contract time again, and I can't remember what we did last time to get a better deal. Do I just cancel & expect them to offer something reasonable?