Use This Script to Lower Your Cable and Internet Bills
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Published · 7 min read
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Writer An initial draft of this script was created by NerdWallet using automation technology, then thoroughly reviewed, edited and fact-checked by NerdWallet’s human writers and editors.
Your cable and internet bills are often flexible. Many providers are willing to adjust their pricing, and a simple phone call can lead to meaningful savings.
Now is the perfect time to negotiate. In December and January, many providers roll out promotions to attract new customers and are motivated to retain loyal ones.
Your script for finding ways to save
The script below can help you make your case to a representative, who may help you access promotions, adjust your plan, waive fees or find other ways to help you save money.
Before calling, review your current plan and how long you’ve been a customer: More than a year of on-time payments may be worth a loyalty discount. Look into promotions your provider and competitors are offering, too, and analyze your monthly bills in case you want to ask about any charges.
This prep work helps you become a more informed and effective negotiator. Find more tips on how to prepare for your call and make the most of it below the script.
When you’re ready, find your provider’s customer service number on its website or your bill. If you hit an automated menu, you may have to say “speak to a representative” a few times.
Be polite but firm with the rep. You’ve got this.
Introduce yourself
‘Hi, I’m [Your Name]. I’ve been reviewing my expenses and want to talk about ways to lower my bill or get more value. Can you help me with that?”
Review your account
“Could you please look at my account and see if there are any adjustments we can make based on my usage or services I’m not fully using? I want to make sure I’m not overpaying for features or channels that I don’t really need.”
Present your case
Now is the time to reference your research, which we’ve outlined below the script. Choose from these six prompts, based on your situation.
If you’ve noticed your rate recently increased or is set to do so soon
"I noticed that my rate recently increased (or is set to increase soon), and I’d like to understand why. Is there a way to adjust my bill or renew a promotion to keep my costs more manageable?"
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If you’ve spotted billing errors, like duplicate charges or incorrect fees
“I noticed [error] on my bill. Could we please look into that?”
If you’ve found better offers from competitors
“I’ve noticed that [Competitor] is offering [specific deal, such as faster internet or similar channels for less money]. Can you match or beat that offer?”
If you’ve seen that your provider is offering promotions to new customers
"I noticed that [Provider] is currently offering [specific promotion] for new customers. As a loyal customer, could you please extend a similar offer to my account?"
If you’ve been a customer for more than a year and pay on time
“I’ve been a customer for [X months or years] and have always paid on time. Are there any loyalty discounts or retention offers available to help me save money?”
If all else fails and you just want to save money before you hang up
“Are there any current promotions or lower-cost plans I might qualify for or any other way you could help me save money? I’d also be open to removing any unused services or downgrading to a package that better fits my needs.”
Handle pushback
“I understand options may be limited, but I’d like to know if there are any future promotions I can qualify for or other ways to save. If not, I may need to explore other providers. Could I please speak with a retention specialist or supervisor who might have more flexibility?”
Confirm details or prepare to call again
If you’re successful
“Thank you for working with me today. Could you confirm [new rate, discount or whatever was offered] and when this change will take effect? Please also remind me of your name and any kind of call-back number or reference number I can save for my records.”
If you’re unsuccessful
“Thanks for your time. I’ll review my options and follow up later.”
Did you know...
Cable and internet aren't the only bills you can negotiate. See our scripts for lowering your cell phone bill and potentially saving on utilities. How to prepare for this call
The tips below will help you identify what you want and how to ask for it, whether you’re calling about cable, internet or a bundle with both.
Review your current plan and charges
As with any kind of negotiation, knowledge is power. You’ll be most successful if you understand the details of your cable and/or internet package and what you’re paying for it.
Read your terms of service. Figure out what you actually agreed to pay for and receive. Find the details of your plan in the provider’s website or app, or dig up your original contract or welcome email. A billing statement would have some of this information, too.
Note the agreed upon monthly cost, included services and promotional discounts. Also check for extra features or equipment you explicitly agreed to, such as premium channels, DVR or rented modems.
Review your current bill. This step helps you understand what you’re paying — and where you might be overpaying. Analyze each charge on your current bill, and compare it to your agreement. Check that no extra services, features or equipment were added without consent.
Here’s what else to look out for:
- Charges and fees you don’t understand or that seem higher than usual.
- Duplicate charges.
- Discounts that were removed.
- Unnecessary fees (like for renting a modem you don’t have).
Check for promotional rates that ended prematurely, as well as rates that recently expired or are set to increase soon. (In your call, you can ask to keep that lower rate.)
» How does your bill compare to the average internet cost per month?
Audit your usage
Comb through your bill or provider website, and continue checking if there are elements of your cable and/or internet package that you shouldn’t be paying for anymore, for whatever reason.
Maybe you’re paying for something you never agreed to, or maybe you agreed to the charge but aren’t getting your money’s worth.
Cable. Check if you’re being charged for premium channels you didn’t request or don’t use, such as a specific sports channel, a streaming service add-on or a package of international channels.
For the channels you agreed to pay for, ask yourself if you actually need them. If you’re paying for a premium package with hundreds of channels, and you watch half of them, explore lower-cost offerings. Also cross-check to see if the shows you enjoy on those premium channels are available on one of your streaming services.
» Learn more: how much is cable per month?
Internet. Look for information on speed, data caps and equipment, and review it against your agreement. For example, did you agree the most expensive tier with the highest-speed internet?
Higher Mbps (megabits per second) means faster internet speed. The level of speed you need — or don’t — depends on how many people are using the internet and for what kind of activities. This Federal Communications Commission guide can help you determine the speed your household needs.
As you review your internet plan, also see if there’s a data limit and, if so, whether you stick within it or not. If you’re regularly hit with overage fees, talk to the customer service rep about raising your limit or opting for an unlimited plan. Determine if that pricier plan winds up costing you less than your current plan and its overage fees.
Lastly, if you’re paying to rent a modem, consider if it would be cheaper to buy your own.
» Slash your bills with a phone call: 7 pro negotiating tips
Scope out the competition
Now that you know exactly what you’re currently getting and what you need in a plan, see if other providers in your area offer appealing options at a lower price. Check provider websites and comparison tools, such as BroadbandNow or Allconnect.
Beyond the competitor plan itself, note introductory rates, limited-time deals and features such as free equipment or unlimited data. Jot down the provider name, package details and pricing to reference during your call and use as leverage. Your provider may offer comparable discounts to retain your business.
Also scout out promotions that your current provider is offering new customers, in case the rep can give you the same deal.
» Learn more: how to get cheap internet
Based on your research, determine your goals
Now that you’ve gathered all this information, identify what you want to do with it on your call. Knowing your goals helps you clearly express what you want and recognize when it’s time to stay resolute.
Potential goals could include:
- Secure a loyalty discount.
- Confirm your bill reflects only services you’ve agreed to.
- Correct billing errors, like extra fees or services.
- Remove unused or unnecessary services.
- Downgrade to a more cost-effective plan that meets your needs.
- Match or beat a competitor’s offer.
- Negotiate the renewal of an expired promotional rate.
- Snag a promotion being offered to new customers.
» Could you qualify? Internet options for low-Income households
Mentally prepare
Gather your notes, and make the call when you have time and patience. If you can, call during a weekend morning, because the lines will likely be busier during evenings and weekends.
If you receive pushback, stay polite but firm about your goals, and mention that you’re considering switching providers. If you’re still unsuccessful, kindly request to speak to a supervisor or retention specialist, who may have more authority to do what you’re asking.
Take notes during the call. If you negotiate a change, thank them and write down the exact agreement, a call-back number and any sort of reference number the representative can provide.
If the rep can’t help, thank them and consider calling again later. A different representative may offer better results. In the meantime, learn about more ways to save money.
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