@HEADRAT
Hi guys, just to clarify as it is confusing for me as it is for you but i did the hard work for us - if you are on an ultimate oomph bundle and you use the SMS text service, initially you are not put through to the retention team, you are put through to customer services and they can't help you.
Customer services are unable to process any renewal deals with regards to the Ultimate Oomph package - this also applies to whether you call them on a landline/mobile to speak to them verbally or, use the web help service or, contact customer services via the app.
Just to repeat - customer services are no good to you if you need to negotiate a new deal on the Ultimate Oomph package but they can (i am told) offer you rack deal pricing if you are on other, lower tier, packages.
What you need to do then, is when you contact customer services via the SMS text message service is ask to be put through to the VM retention team (via text message), this is the only team that can help you with Ultimate Oomph pricing/renewals. All this happens within the same SMS chat session and they will do something on their end to 'transfer' your SMS chat from customer services to renewals.
Renewals do not need to speak to you verbally to process a new deal/pricing for Ultimate Oomph it can all be done by SMS.
I saved 40% on my renewal cost by doing this so don't swallow the automatic renewal pricing on Ultimate Oomph.