Like most people, we hate surcharges and rate increases on our monthly internet bill. Luckily, we did some research and figured out quite a few tricks to get the lowest possible rates with Cox. We wrote this article to share my our favorite tips with you so that you can benefit from my our experience.
The good news is that lowering your rate with Cox is pretty straightforward. The bottom line is that Cox wants to retain you as a customer. Cox spends thousands of dollars every year on recruiting new customers. The last thing they want to do, after investing all that time and money, is to lose you. That means Cox will try their best to keep you as a customer – even if that means lowering their rates to keep you happy.
But if you want to lower your rate, you have to learn to negotiate. And with Cox, you need to do that negotiation over the phone. Emails won’t work. Neither will filling out a form online. If you want a shot at negotiating a lower rate, you have to actually pick up the phone and call Cox.
We know, talking to Customer Service over the phone can be intimidating. But don’t worry. We’ve got you covered. This article will tell you exactly what to say when negotiating a lower rate with Cox.
How to Negotiate with Cox over the Phone to save on Internet
There are two slightly different approaches you can take to negotiating a better deal with Cox. The first approach is a bit more drastic. Some would even call it cutthroat. The second approach is gentler. Both approaches have been proven to work, so just pick the one that works best with your personality.
Bear in mind that no matter which approach you take, you should be polite and calm when calling Cox. Even the “cutthroat” approach requires you to be respectful and reasonable on the phone. Remember, the person you’re talking to didn’t cause your problem. They’re a customer service representative who probably listens to angry people all day. They deserve your respect and patience.
Okay, now let’s get to the negotiation.
The Take-No-Prisoners Negotiation Approach to Save on your Cox Internet Bill
Plenty of people have had success by simply calling Cox Customer Service and announcing that they’re tired of the company’s high rates and they’re going to switch to CenturyLink. This is an empty threat, of course. But bear with me.
This negotiation tactic requires you to call Cox and tell them that you’re ready to switch to CenturyLink because you simply can’t afford Cox’s rates anymore. At this point, you will get transferred to Cox’s retention department, which is the department in charge of trying to hold on to existing customers.
Calling Cox’s Bluff
Once you get switched to the retention department, make your point as simply and clearly as possible. Tell them that you are ready to leave Cox because you are unhappy with the high rates. Tell them that you are ready to switch to CenturyLink. Make that point again and again, if necessary. You were happy with Cox in the past, but now you aren’t. The rates are too high and you are ready to switch.
At the same time, you need to remind them what a great customer you are. Talk about how you always pay your bill on time, every month. Tell them you’ve been a loyal customer for many years. Remind them that they don’t want to lose you.
They may offer you another deal on your internet bill right away. If you’re happy with the new deal, great! Accept it, and go on your merry way. Give yourself a pat on the pack for negotiating a great new deal.
If they don’t offer you a new deal — or if they offer you a deal you’re not happy with — don’t give up hope. They are bluffing, and you can call their bluff. Politely explain that you can’t afford to stay with Cox and that you’re ready to switch to CenturyLink. And then hold on.
In most cases, Cox will call back the very next day to follow up and ask why you’re leaving the company. In some cases, it will take two days. But if you stick it out for one or two days, there is a high chance that Cox will suddenly, magically, be able to offer you a much lower rate. Again, they do not want to lose your business.
In the extremely unlikely event that Cox calls your bluff, you have two choices. You can either leave and come back the next time they offer a low rate for new customers, or you can call back and ask to re-negotiate your bill. This time, you should probably try the gentle approach to negotiation.
The Gentler Approach to Negotiating a Deal for Existing Cox Customers
If the cutthroat, take-no-prisoners approach isn’t up your alley, we have another trick. This is a gentler approach to negotiating over the phone. Call up Cox Customer Service and ask to be connected straight to the Retention Department.
Tell the Retention Department that your cable and internet bill is getting out of control and that you’d like to work with them to find a way to lower it. You can be very honest here. You don’t need to threaten to leave Cox and switch to another company. Just tell them that you’re struggling to pay, and ask them what they can do to help you out. Be as clear and straightforward as possible. Don’t beat around the bush or drop hints. Remember, you’re talking to a customer service representative, not a mind reader.
Tell them you were happy with your service in the past, but now you aren’t. Tell them you are looking for a discount so that you can stay with Cox instead of leaving and joining one of their competitors, like CenturyLink.
This is also the time to remind Cox what a loyal customer you are. Tell them how you always pay your bills on time. Remind them that you’ve been a Cox customer for years. Trust me, Cox wants to hold on to loyal customers who pay their bills on time. Remember, they do not want to invest even more money in getting new customers. If you are a loyal customer, they will try to make it worth your while to stay.
Be Prepared to Negotiate Next Year Too
Cox usually offers its customers a low rate for one year. Once that year is up, the rate goes up too.
That means that after you call Cox and negotiate a lower rate, you’ll probably have to do the same thing all over again next year, when your rate suddenly skyrockets again. That’s right. Negotiation isn’t a one-time thing; you’re going to have to do it annually.
But the good news is, you can use the exact same tactics every single year. And the entire phone call probably won’t take more than about 15 minutes. Considering that the call could save you 400 dollars a year or more, we’d say it’s worth it.
What if Negotiating with Cox Doesn’t Work?
There are some cases in which negotiation doesn’t succeed. Sometimes, it’s because you’re still a new customer and Cox isn’t ready to make a deal with you. Sometimes, it’s because you may have been late with a few payments in the past.
When this happens, there is one more trick you can try. You can actually cancel Cox and have someone else who lives in your house — a friend or a family member — sign up for Cox under their name, so that they qualify as a new customer and get the low introductory rate.
DISCLAIMER: We don’t recommend this approach. It’s dishonest, and it’s not a long-term solution. Besides, if your family member has the same last name as you, this approach may not work. There may be something else you can do to lower your rates with Cox instead.
Re-consider Your Cox Bundle
If you’re unhappy with your monthly bill, it might be time to re-think the services that you’re getting through Cox. Most of us end up paying for a lot of services that we don’t actually use. The Cox “Gold Bundle,” for example, offers customers 250 channels. The “Silver Bundle” comes with 170 channels. Sure, it’s an enticing deal. But are you really watching all those channels?
It might be worth canceling your Silver or Gold bundle and downgrading to the Cox TV Starter, Internet Starter 10 and Voice Premier package. That clocks in at a much lower price, but still offers you 75 unique channels. Remember you also have streaming options if you want to switch to just getting internet through Cox.
Go Ahead and Lower Your Cox Bill Now
There are a few tried-and-true tactics for negotiating a lower bill with Cox. But none of these tactics will work until you actually pick up the phone and dial.
Go ahead: give it a try and call Cox Customer Service at 877.269.2778! You might be amazed at the results.
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Patrick Ward is the Consulting Editor for High Speed Experts, a broadband connectivity search engine and IT industry education platform. A writer featured in Forbes and Ad Age, he has worked extensively across the insurance, real estate, finance, travel, and tech industries, with notable clients including Allianz, Cathay Pacific, and Fiji Airways.