I'd really like to renew my contract but I can't.....

My contract expired back in March. My pre-paid line rental ran out in November. I had a look around and I decided to contact BT to see what offer I could get to renew my contract for 18 months.
I spoke to Craig from the retentions department back on the 8th October. He was very helpful and said that he could reduce my current monthly bill to £20.65 for unlimited Inifinity1 and unlimited calls. I had some more research to do so I told him I would think about it.
I spoke to Colin (not from retentions) on the 18th November to try and take up Craig's offer. However Colin could not do that deal as he was not in the correct department. He said he would leave Craig a note and Craig would call me the next day. This never happened and I forgot about it.
Yesterday I got an email saying that my free caller ID was about to expire but I could get it for another 12 months if I renewed my contract.
I tried to do this just now. I spoke to Kirsty from the rentions deparment. The best offer she could do me was £29.35. I pointed out that I currently paid £22.35. I told her about the offer from Craig and said I would happily renew for 18 months at that price. She said that she was unable to offer me that deal anymore. I told her that Craig had specifically told me that the deal was available from the 1st December when new prices came into effect.
Please can someone from the retentions department contact me so that I can renew my contract at the price offered of £20.65.
I have been with BT now for 3 years and had the same HHB3. I asked about getting this replaced with a new HHB5 but was told I would have to pay full price. This seems unfair given they are given to new customers for P&P only.

Right then. I followed the advice. I rang the number and got through to another member of the retentions team. I had done my research before hand and I worked out that I can get the same package as I am on from TalkTalk for an average of £18.75 per month for an 18 month contract. If I was already a TalkTalk customer and I was renewing then I would pay £21 per month for the same package.
I'm not greedy I would have happily recontracted with BT for 18 months for £21 per month (equal to the non offer price from TalkTalk).
The lady I spoke to told me the same thing as the last call. The best they could do was £21.75 for unlimited Infinity and £7.50 for the calls. She also said that I could instead recontract for 12 months at my current rate. I asked if they would replace my creaking HHB3 with a new HHB5 in this case but she said they could not do this.
This left me with no choice - I asked for a MAC code which I should get within the next 5 working days.

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>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon Moderator

definitions...
Verizon considers an "upgrade" simply to be purchasing a new phone at a discount when signing a new 2 year contract. It doesn't have to be a "better" phone, it simply has to be a "discounted purchase".
If you use one definition of a term and the entity making the sale uses a different termination, of course there will be disagreement. You have to use the definition Verizon uses to make any sense.
Not everyone wants a "better" or "more advanced" phone. Sometimes the phone they have has more capabilities than they want or need yet they STILL want to purchase a new phone at a discount. Verizon does not want to alter their marketing for EACH different reason someone may have for purchasing a new phone and therefore uses the SAME term for ALL discounted purchases when signing a new 2 year contract.

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