You may have noticed that Spectrum has recently increased your internet bill — or that your bill has been steadily increasing the last few years since Charter acquired Time Warner Cable in 2016.
You’re fed up! You’ve finally had enough and decide to get a lower monthly bill.
Thankfully, with the right negotiation tactics, you could lower your Spectrum internet bill without needing to switch to a different provider.
Although Spectrum has quickly garnered a reputation for being hard to negotiate with, especially for loyal customers who have been with them for years, we’ve cracked the code when it comes to negotiating a better internet price with Spectrum.
Many Customers Have Successfully Lowered Their Internet Bill With Spectrum
The current introductory promotion that Spectrum is running (and has been for some time) is for $44.99/mo for internet only. If you are reading this article, it’s likely that your rate has increased to $65, $90, or even more.
For some customers, lowering their bill has been as easy as speaking with an associate who offered to reduce their increased rate to the introductory promo rate.
Unfortunately, that’s not always the case. Usually, it will take some kind, yet firm, coaxing on your part to get what you want. In case that doesn’t work, we have some backup plans for you.
What You Will Need to Get Started
Prepare yourself for the negotiation by:
- Gathering relevant paperwork such as your past few bills
- Writing down the date that you began your services with Spectrum (even if it was with Time Warner Cable)
- If you’ve never made a late payment, write that down. If you have, hopefully it was a long time ago. If it was, you could say something like “I have gone two years and four months without any late payments.”
- Compare your monthly bill with current Spectrum deals and promotions to know the lowest price you can expect to receive.
- Research other potential internet service provider (ISP) deals in your area: the more competition, the better. If Spectrum knows you could easily switch providers for a better deal, they will be much less likely to let you go.
Once you have done your research, it’s time to talk to Spectrum about lowering your internet bill.
We suggest giving them a call rather than going into the store. Although some customers have had luck with a local store representative, the edge you get when speaking to the retention department is unbeatable. Negotiating with Spectrum over the phone to get a better price is usually your best shot.
When you’ve finished reading this article and you’re ready to call, follow the automated prompts to “cancel service.” This will automatically route you to the retention department (otherwise known as the loyalty or cancellation department.)
Negotiating With Spectrum For a Better Deal for Existing Customers
First of all, you should know your limits when it comes to negotiating with Spectrum. If you are currently paying their introductory rate of around $45/mo, you probably won’t be able to get a better deal than that.
However, if you’re paying much more than that, you likely have room to negotiate. Before you start negotiating, you should keep some things in mind:
Be kind yet firm
Remember, although the person on the other side of the phone is incentivized to keep you around, they have a hard job. They are paid to sit and listen to angry, unsatisfied customers all day long, so try to be nice. They’re much more likely to help if you are pleasant.
Although you should be kind, that doesn’t mean you can’t be firm where necessary. Don’t be afraid to say that your current price is unacceptable.
Try starting the conversation off this way:
“Hello! How are things going for you today?” (Listen to what they say) “That’s good to hear” (or) “Sorry to hear that; I hope it gets better.”
A few seconds of friendly exchange can go a long way to set the tone for the rest of the conversation.
Make it clear that you are willing to cancel
Once you’ve set a friendly tone, it’s time to lay down the law. Right out the gate, you should tell them that you believe you are paying too much and would like to cancel Spectrum. This will make it clear that you mean business and that it is in their hands to convince you to stay.
Clearly present your case
They will ask you why you would like to cancel. At this point you can say something like:
“I noticed on one of my recent bills that my rate increased from ‘x’ to ‘y’ and I can’t afford it. I am being offered a better price for internet service by “x” provider. Please cancel.”
Make sure you mention how long you have been a loyal customer and that you have never made a late payment (if applicable).
The best way to get a better rate from negotiating with Spectrum is to tell them you would like to cancel. This has gotten the best response for other customers. Of course, you should actually be willing to cancel.
You should have a clear competitor in mind who you can switch to if they refuse to give you their new-customer promo rate.
What If You Don’t Want To Go Through With Canceling Cancel Your Spectrum Internet Service?
The most effective negotiation strategy is to be ready to cancel your subscription and to make that clear to them.
So what if you’re not ready to cancel?
If they call your bluff and refuse to give you a better deal and you aren’t ready to cancel yet, try this:
“What is the cancellation procedure and how long until the service shuts off?”
“Why don’t you hold off on cancellation for now. I will get back to you when I start services with ‘new provider’”
What if Spectrum has a Monopoly in Your Area?
Don’t try to bluff them; they already know if there is competition in your area or not. It won’t help.
If you have no other ISP options, your best bet is to explain to them that you are unsatisfied with what you are paying and to kindly insist that you deserve a lower rate due to your loyalty and lack of late payments. Unfortunately, unless you just so happen to get a caring service rep on the other line, your success rate is going to be rather low.
If Negotiation with Spectrum is Unsuccessful
It’s not entirely unlikely that the negotiation will be a complete flop. In this case, you have a few options:
– Call back and try again
Many Spectrum customers have found that their ability to negotiate largely depends on the individual they speak to. Most representatives have the ability to give you a better price, but some simply aren’t willing. If you forget to ask for the manager, call back and try that.
– Cancel your service and have your spouse or roommate begin a new service agreement in their name
This is the easiest way to lower your bill with Spectrum Internet. All new customers get the low rate of around $45/mo for at least a year. So, just become a new customer.
WARNING: Doing this is against Spectrum’s terms, and you should proceed with caution. It could result in your services being terminated. If you live in an area with no other providers, we must strongly caution you against this method.
On the other hand, no customers that we’ve heard of have had their services terminated for doing this. One customer even told them that he was going to do it. When they still refused to lower his bill, he canceled and then followed through with his threat with no repercussions.
– Reduce your monthly cost by reducing your TV package or simply ‘cutting the cord’
If you can’t start a new service agreement through someone else or you think it’s just too complicated, you can save money by reducing your TV package or freeing yourself of cable completely. There are countless alternatives to cable out there now with services such as DirecTV, Hulu, Netflix, and more.
Step-By-Step Recap: How to Save on Spectrum Internet
Step one: Research alternative internet service providers in your area.
Step two: With your most recent bill in hand, call Spectrum at 800.892.4357.
Step three: Follow the prompts to cancel your service. (You will be routed to the retention department).
Step four: Clearly, yet kindly, express to the representative that you have been a loyal customer for ‘x’ years, have never had a late payment, are paying too much, have found a better deal with another provider, and would like to cancel.
Step five: If the representative offers to lower your rate, you’ve won! If not, ask to speak to the manager and explain your case again.
Hopefully you have more luck with the manager. If not, it’s time for step 6.
Step six: Take an alternative route to lower your bill by canceling your service and starting it again in the name of a spouse or roommate or “cutting the cord” on cable completely.
Now you’re fully armed to negotiate with Spectrum for a lower internet bill. Go save yourself some money!
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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.