>>He's been loyal to BT
Sadly that is a wasted emotion these days.
It was towards the end of the 70s when customers stopped being loyal and started leaving for 50p cut in price. And that was the point when service providers started cutting out parts of their service to be able to cut the price 50p more than the next person; butchers, milkmen, GPs, insurance brokers, bakers and many more.
As soon as their hold on the market was broken, then BT followed the same route. Length of time with a single supplier these days simply means that they judge you unlikely to leave and therefore not worthy of retention discounts.
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