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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 phone call (or online chat) could lead to meaningful savings.
Some of the best times to negotiate are when you’re near the end of a promotional rate or you’re considering switching, but you can have this talk at any time.
Before you call: 4 things to check
Before calling, review the following:
- Your current plan.
- How long you’ve been a customer. (More than a year of on-time payments may be worth a loyalty discount.)
- Promotions your provider and competitors are offering.
- Your monthly bills in case you want to ask about any changes.
Find more tips on how to prepare for your call and make the most of it below the script.
🤓 Nerdy Tip
Don’t want to call? A lot of companies offer live chat support on their websites or apps. That might also make it easier to keep a written record of the exchange. 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 save money.
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’d like to talk about ways to lower my bill or get more value from my service. Can you help me with that?”
Review your account
“Are there any adjustments we can make based on my usage or services I’m not really using? I want to make sure I’m not paying for features or channels that I don’t really need.”
Present your case
Choose from these five prompts, based on your situation.
| The situation | What to say |
|---|---|
| Your rate recently increased or is set to increase soon | "I noticed that my rate went up (or is set to go up soon), and I’d like to understand why. Is there a way to adjust my bill or renew a promotion to keep my costs lower?" |
| You’ve spotted billing errors, like duplicate charges or incorrect fees | “I noticed [error] on my bill. Could we please look into that?” |
| 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?” |
| 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?” |
| You just want to try 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. From Redditors: What’s actually working
We sifted through Reddit forums to get a feel for how Redditors are successfully saving on cable and Internet. We used an AI tool to help analyze and summarize the feedback. People post anonymously, so we cannot confirm their individual experiences or circumstances.
- Jump to the retention department quickly. Users feel the representatives in those departments have more power to give you discounts. Try saying "Cancel service" when the automated system asks why you're calling.
- Have real competitor data on hand. Having an offer to beat puts real numbers on the table.
- Ask about the “5-Year Price Guarantee.” Some providers have started offering long-term price locks.
- Downgrade your speed. Some users stepped down their data speed to get savings without a noticeable lapse in service quality.
- If you get a “no,” hang up and call again. Sometimes it just depends on the agent you reach.
How to prepare for this call
Review your current plan and charges
Read your terms of service. Figure out what you actually agreed to pay for and receive. Find the details of your plan on 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
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 to 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, identify your goals
Now that you’ve gathered all this information, decide 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.
