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. 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.
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.