How to Negotiate Better Rates With Your Cable Company

What you can actually negotiate with a cable company

Cable companies set their published rates, but most of them will negotiate on your bill — especially if you have been a customer for a while, if you are paying more than new customers pay for the same service, or if you have another provider available in your area. The negotiation usually happens over the phone with a retention specialist, and the outcome depends on your account history, what you are currently paying, and what the company is offering new customers that month.

You cannot negotiate the base price of internet or TV service down to whatever you want. What you can do is ask for the promotional rate new customers receive, ask to remove fees that are not required, ask to bundle services for a discount, or ask to drop channels or services you do not use. The company will say no to some requests and yes to others. Your leverage is that switching providers costs them money and effort, so they often prefer to discount an existing customer rather than lose them.

Key Takeaways

• Call during the retention department's business hours — usually weekday mornings — and have your account number and current bill ready before you call.
• Know what competitors in your area charge for comparable service, because that is the main number the retention specialist will use to decide what discount to offer.
• Ask for the promotional rate new customers are receiving, not a percentage off your current bill, because promotional rates are usually lower.
• Be prepared to accept a smaller discount or a shorter contract term if the company will not match a competitor's price.
• Get the new rate, contract term, and any fees in writing before you hang up, because verbal promises do not always appear on your next bill.

Gather information before you call

Write down your account number, your current monthly bill, and the services you are paying for — internet speed, TV package, phone service if you have it, and any equipment rental fees. Look at your bill for the contract end date; if your contract is ending soon, you have more leverage because the company knows you can switch without penalty.

Check what other providers offer in your area and what they charge. This is the single most important number you will have in the conversation. If you live in an area with only one provider, your leverage is much lower, but you can still ask for the promotional rate or ask to remove fees. If you have two or more providers available, write down what each one charges for a service tier comparable to yours.

Look at your bill for fees you might not need: equipment rental fees (you can often buy your own modem and router), broadcast TV fees, regional sports fees, or administrative fees. Some of these are negotiable; others are not. Write down which ones you are willing to lose if the company will not remove them.

Call the retention department, not customer service

Customer service handles billing questions and technical issues. The retention department handles keeping customers from leaving, and they have more authority to discount your bill. When you call the main customer service number, ask to be transferred to the retention department or the customer loyalty team. Some companies list a separate retention number on their website.

Call during business hours on a weekday morning if you can. Retention specialists are usually less busy in the morning and more likely to spend time on your account. Avoid calling on Mondays or right after a holiday, when call volume is highest.

When you reach a retention specialist, tell them you are considering switching to another provider and ask what they can do to keep your business. Do not threaten to leave; just state it as a fact you are considering. The specialist will pull up your account and see your payment history, how long you have been a customer, and what you are currently paying.

Make your case with specific numbers

Tell the specialist what you found: "I see that [Competitor A] is charging $X per month for [service tier], and I am currently paying $Y." This gives them a concrete number to work with. They will often say they cannot match that price, but they may offer you a promotional rate that is lower than your current bill.

Ask for the promotional rate that new customers are receiving for your service tier, not a percentage discount off your current bill. Promotional rates are usually much lower than the standard rate. If the specialist says they cannot give you the new-customer rate, ask what the lowest rate they can offer is and for how long.

If the company will not lower your internet or TV rate, ask about removing fees instead. Equipment rental fees are often the easiest to negotiate away — you can buy your own modem for $50 to $150 instead of renting one for $10 to $15 per month. Ask if the company will waive the fee if you buy your own equipment, or ask them to credit the fee against the cost of a new modem.

Understand what you are agreeing to before you hang up

Before you end the call, confirm the new rate, the contract term (usually 12 or 24 months), and any fees that are being removed or added. Ask the specialist to read back the changes to you. Write down the name of the specialist and the date of the call.

Ask the specialist to send you a written confirmation by email or mail. Do not rely on a verbal promise — rates and fees that were not documented sometimes do not appear on your next bill, and then you have to call back and argue about it. If the specialist says they cannot send written confirmation, ask them to note the changes in your account so the next representative can see them.

Check your next bill carefully. If the rate or fees are not what the specialist promised, call back immediately with the date and name of the person you spoke to. Most companies will honor what was promised if you can document it.

What to do if the company says no

If the retention specialist will not negotiate, you have a few options. You can ask to speak to a supervisor, though supervisors often have the same authority and will give you the same answer. You can call back another day and speak to a different specialist — different people have different authority levels and different willingness to negotiate.

You can also ask when your contract ends and whether you can switch providers without an early termination fee. If your contract is ending soon, you have the option to leave without penalty. If you are locked in for another year or two, you may decide the cost of switching is higher than the cost of staying, even at a higher rate.

If you are in an area with multiple providers, get a quote from a competitor and call the cable company back with that quote. Sometimes a specific competitor's offer will move the needle when a general question about rates will not.

Consider whether bundling saves you money

Cable companies often offer discounts when you bundle internet, TV, and phone service together. If you do not currently have phone service with them, asking about a bundle might get you a lower rate on internet and TV than negotiating each service separately. However, bundled rates often have a promotional period (usually 12 months) and then jump to a higher rate, so ask what the rate will be after the promotion ends.

If you use your cell phone for calls and do not need landline phone service, bundling may not save you money in the long run. Do the math: compare the bundled rate for 12 months plus the higher rate for months 13 and beyond against what you would pay for internet and TV separately. Sometimes staying unbundled is cheaper overall.

Frequently Asked Questions

Can I negotiate if I am on a contract?

Yes. Contracts lock in your rate for a set period, but you can still call and ask for a lower rate or ask to remove fees. The company may not lower your rate if you are locked in, but they might offer you a discount for signing a new contract, or they might remove equipment fees. It never hurts to ask.

What if I threaten to switch and the company calls my bluff?

If you threaten to leave and the company does not offer you a discount, you have two choices: follow through and switch, or accept that they are not willing to negotiate. Bluffing usually backfires. Instead, tell them you are considering switching and ask what they can do — that is honest and gives them room to make an offer without feeling threatened.

How often can I negotiate my cable bill?

Most companies allow you to negotiate once per year, though some allow it more often. If you negotiated a rate six months ago, calling back now may not work. However, if your contract is ending or if a competitor has a new offer, you have a reason to call again and the company may be willing to negotiate.

Should I buy my own modem and router?

Buying your own equipment usually saves money over time. A modem costs $50 to $150 and lasts three to five years, while rental fees are $10 to $15 per month. Over three years, you pay $360 to $540 in rental fees versus $50 to $150 to buy. Check your cable company's website for a list of compatible modems before you buy, because not all modems work with all providers.

What if the cable company is the only provider in my area?

Your leverage is lower, but you can still negotiate. Ask for the promotional rate, ask to remove fees, or ask about bundling services. You can also ask about their loyalty programs or senior discounts if you may have access to. Even without a competitor to point to, companies sometimes discount bills for long-term customers or customers with good payment history.