Want A Better Broadband Price? Demand ItTight economy makes hard bargaining easier than ever... 10:20AM Wednesday Jul 22 2009 by Karl Bodetags: prices · competition · business · bandwidth · consumersOur users have noted for years that if you want a better price from your broadband provider, all you have to do is ask. That's particularly true now in a tight economy and a saturated market, where carriers are focused on retaining the customers they already have. Our forums are filled with examples of customers getting better rates simply by threatening to move to another carrier, whether you really intend to or not. Of course you need to live in an area that has competition, something that many of you don't have. You also have to be careful to avoid long-term contracts, a tactic that has become commonplace over the last three or four years. PC World just apparently figured out the power of broadband negotiation, a writer posting his Comcast chat log that very simply demands a $19.95 promotional rate: mark_(Fri Jul 17 2009 11:26:50 GMT-0700 (PDT))>
i have to inform you that i will be forced to cancel and move to ATT service, unless you immediately switch me to your $19.99/month promotional price
Jocelyn(Fri Jul 17 2009 14:27:24 GMT-0700 (PDT))>
I understand, Mark.
Jocelyn(Fri Jul 17 2009 14:27:58 GMT-0700 (PDT))>
However, please be advise that the promotional rate are for current customers with either cable and digital voice service.
mark_(Fri Jul 17 2009 11:28:21 GMT-0700 (PDT))>
i don't care "Mark" ultimately scores the six month $19.99 promotional rate for 12 Mbps service simply by being civil, threatening to disconnect, and not taking no for an answer. While haggling with your ISP to get promotional rates certainly isn't new, Mark shows you precisely how to do it with language that's almost surgical. These carriers rely on you being lazy, so don't be.
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ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | It can't hurt to ask... You have the right to ask, they have the right to say no. Sometimes you win, sometimes you lose. Mark won. | |
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coldmoon
Premium
join:2002-02-04
Broadway, NC
 ·Windstream
| Re: It can't hurt to ask... It is a useless tactic when there is only a choice between the service you get, dialup, or SAT. We definitely need more choices and competition in rural areas...
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Returnil - 21st Century body armor for your PC | |
| | | me1212
join:2008-11-20
Pleasant Hill, MO | Re: It can't hurt to ask... " We definitely need more choices and competition in rural areas..."
I agree, however, rural should be changed to all. | |
| | | | PapaMidnight
join:2009-01-13
Baltimore, MD
| Re: It can't hurt to ask... said by me1212  :" We definitely need more choices and competition in rural areas..." I agree, however, rural should be changed to all. I second that notion. | |
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jchambers28
join:2007-05-12
Alma, AR | I have a choice between century tel and cox century tel sucks really bad. | |
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ChrisDG74
@qcrepro.com | Re: It can't hurt to ask... That won't work here in SW Ohio. TW's only competition is DSL from Cincinnati Bell, which TOPS out a 4-5Mb down/768 kb/up. They DARE you to cancel. | |
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sivran
Long Live The Suite
Premium
join:2003-09-15
Arlington, TX
clubs: | Re: It can't hurt to ask... I'd switch to that. I'd gladly sacrifice 2-3 megabits down for a boost to 768kbits up. | |
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ChrisDG74
@qcrepro.com
| Re: It can't hurt to ask... Ouch, must be bad in Arlington. Having to upgrade to get to 768 up. 
TWC has the same upload speed here as the phone company, but double the download speed for the same price. So, they are not too worried about people cancelling. They know they will be back. | |
| | | | | | | ImBatman
join:2004-04-21
Lancaster, CA
| Re: It can't hurt to ask... said by ChrisDG74 :Ouch, must be bad in Arlington. Having to upgrade to get to 768 up. TWC has the same upload speed here as the phone company, but double the download speed for the same price. So, they are not too worried about people cancelling. They know they will be back. Not when their service is unreliable. Which is better? Advertising "UP TO" 100TB per second and getting 5-10MB consistently, or accurately stating 3-6mb and getting 3-6mb consistently?
Im at teh point I dont care if they did offer "up to" a petabyte down, but, if i still only get 5-10 mb, what difference does it make what the "Up to" speed is? (And, yeah, I know, Im overly exaggerating things, but, seriously, why not tell people they are offering speeds "Up to" a gigabyte? I mean, THEY cant control matters if you only get 5-10mb. But, "Hey, at least we offer you speeds up to..."
Whatever. | |
| | | | | ImBatman
join:2004-04-21
Lancaster, CA
| said by ChrisDG74 :
That won't work here in SW Ohio. TW's only competition is DSL from Cincinnati Bell, which TOPS out a 4-5Mb down/768 kb/up. They DARE you to cancel.
There's one thing you have in your favor. Cicinnati Bell's 4-5mb down is more reliable than TW's 10-20.
That's the bargaining chip you have. I use it in my favor. You can too, I'm sure. | |
| | 
dcurrey
Premium
join:2004-06-29
 ·ViaTalk
| I think we called and complained about the price about a year or so ago. They agreed to lower internet to down to $29.95 for six months. Actually said to call back in six months to get another 6 month extension on that. Well we have never called back, but then they have never moved it back to $45 either.
Why do I feel like my next bill will be higher all the sudden? | |
| | 
joecool169
Premium
join:2006-02-06
Forest, OH
| said by ptrowski :You have the right to ask, they have the right to say no. Sometimes you win, sometimes you lose. Mark won. Very well put. | |
| | ImBatman
join:2004-04-21
Lancaster, CA
| said by ptrowski :You have the right to ask, they have the right to say no. Sometimes you win, sometimes you lose. Mark won. Not with this. TW actually has people who go around visiting people to see how they can lower their cable costs! I had that dept. manager come to my apt. last year!
I called up TW and asked them, "What can you do to lower my bill?" The lady said she could knock it down a few bucks, and then put me in touch with an adjuster and they bumped up my speed (supposedly) and gave me the rate as the lower speed, guaranteed for a whole year.
Remember that guy I said who came to my door? He said, when it comes time to take you off the promotional rate, tell them you're going to leave. They'll keep you at your rate.
I had another lady tell me she did that, and TW has continually renewed her same rate for over 5 years now, for the digital phone service.
If one knows how to play the game, they will win just about everytime. If you get nowhere, give up for that time, and call back again. Or, better yet, actually cancel. They'll ask what they can do to keep you. Amazing the offers they can give you when you are actually asking to cancel. Cable, Internet, Phone, Cell Phone, it's all the same. Works like a charm. (If you dont like the offers, be ready to make the switch, tho). | |
| | | techygeek
join:2008-04-30
 ·Verizon FIOS
 ·Optimum Online
| Re: It can't hurt to ask... said by ImBatman :If one knows how to play the game, they will win just about everytime. If you get nowhere, give up for that time, and call back again. Or, better yet, actually cancel. Hmm, I don't know that its this simple, I have heard about how these decisions are made and it's not just a shot in the dark. Some of these people have a list of what to look out for, sometimes your marked in the computer as a repeat service dropper.
It doesn't mean they will tell you that but they may, instead, call you on it but not offering you much of a deal at all and if you were to say, well its worked in the past; in this economy, their ailing too so I doubt it will work that great in the future.
What if you were getting suddenly overcharged by your new carrier & your competitor said, sorry, can't do it; now your stuck, now your losing for all you gained. I also fear this approach may lead to a blacklisting process where you may get turned away when you really need the deal. It may even get shared with your competitors, the listing may get managed by an independent company all carriers will watch. For those here who may be saying, quiet, your telling them how to watch out for people just looking for a good break, trust me, these approaches are already well known; all it takes is all the competitors tired of being played against each other.
My point here, yes it may work now but abusing it could yield dire consequences for all, lets hope it doesn't, lets hope i'm wrong. Meantime, i'm not going to look a gift-horse in the mouth, i'll take the break I get with 1 provider and be greatful for it. | |
| | | | ImBatman
join:2004-04-21
Lancaster, CA
| Re: It can't hurt to ask... It's a game of chicken then. Who blinks first. Who needs who more?
For me, they need me far more than i need them. Sure some things matter more than others. But, one thing I know, it costs them a lot of money to get and keep one customer; unlike, say a store or bank where people come in, they come out. That's why they charge us the huge money to break contracts. So, if they lose money each time someone leaves, they would rather deal than lose.
Now, there is such a thing as companies firing people, too. Sprint was taking lots of heat for firing their clients a few years ago. Sadly, a lot of it was their own fault. But, a lot was their employees jerking the company around. What happened as I recall is employees were selling employee discount codes over the internet. The company was ok with this, as it built up their network. The problem came when these people were calling customer service too often, which ended up costing the company far more than the $10 a month they were getting. The issue for many was the billing. Sprint was billing incorrectly, and the clients had to call on a regular basis to get things straightened out.
At this point, Im so fed up with Time Waner/Road Runner and their capping speeds (thats the only explanation I have as to why I have suddenly dropped from 20mb down and 2mb up to under 6mb down, consstently, after TW had a change of heart on capping bandwidth). Im at the point where I'd rather get 6mb consistently and reliably from verizon than "up to" 20mb inconsistently and unreliably from TW. Esp. if that is going to be cheaper at Verizon.
They may not like being pitted against each other, but, thats the price of doing business. Let's face reality, offer a great service, and people will pay for it. Offer a crappy service, and people will pay for it-- but, not with money. With regret. That's how I feel with Vonage. At one point I felt I would return if ever things changed to where the service would actually work. After they lied to me, in so many ways, there is no way in Hell i would EVER return to them. (And yes, that is reality; not a statement made on a whim, out of anger. I will do without rather than use them. It's diffcult, but, not impossible).
Along those same lines, one thing to also keep in mind is the service. Is it really worth the savings? There is the chance they may not be willing to play ball. So, if by chance they aren't, are you sure you really want to switch? I may try the competitive angle against them, but, for as much as I loathe the Road Runner service, I do like the phone service. So, there is a chance I might threaten to return to Vonage; but, there is no way in hell i am going to switch, to save even $50 a month. And when I move, I will make sure AT&T is not the only available option for wireless or landline service.
said by techygeek :said by ImBatman :If one knows how to play the game, they will win just about everytime. If you get nowhere, give up for that time, and call back again. Or, better yet, actually cancel. Hmm, I don't know that its this simple, I have heard about how these decisions are made and it's not just a shot in the dark. Some of these people have a list of what to look out for, sometimes your marked in the computer as a repeat service dropper. It doesn't mean they will tell you that but they may, instead, call you on it but not offering you much of a deal at all and if you were to say, well its worked in the past; in this economy, their ailing too so I doubt it will work that great in the future. What if you were getting suddenly overcharged by your new carrier & your competitor said, sorry, can't do it; now your stuck, now your losing for all you gained. I also fear this approach may lead to a blacklisting process where you may get turned away when you really need the deal. It may even get shared with your competitors, the listing may get managed by an independent company all carriers will watch. For those here who may be saying, quiet, your telling them how to watch out for people just looking for a good break, trust me, these approaches are already well known; all it takes is all the competitors tired of being played against each other. My point here, yes it may work now but abusing it could yield dire consequences for all, lets hope it doesn't, lets hope i'm wrong. Meantime, i'm not going to look a gift-horse in the mouth, i'll take the break I get with 1 provider and be greatful for it. | |
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Archivis
Your Daddy
Premium
join:2001-11-26
Earth | Good for him Nice haggling skills. | |
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Karl Bode
News Guy
join:2000-03-02 | Re: Good for him Seriously nice work.
"just for your notes, i have given you an opportunity to retain me as a customer, and you have declined." | |
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Archivis
Your Daddy
Premium
join:2001-11-26
Earth | Re: Good for him I'd hate to play poker with that guy. | |
| | | | | quatrix
Premium
join:2005-02-11
Davie, FL
| Re: Good for him said by Archivis :I'd hate to play poker with that guy. Yeah, probably cheats at that too. | |
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Showtime68
@tds.net | "Honesty may be the best policy, but it's important to remember that apparently, by elimination, dishonesty is the second-best policy." - George Carlin
Cute | |
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hayabusa3303
Over 200 mph
Premium
join:2005-06-29
clubs: | ok with a 2 year agreement they make you sign, if you cancal early they hit you hard with breaking the agreement.( i know Tw is 250 bucks) | |
| | Chaldo
join:2008-03-18
West Bloomfield, MI | Re: ok this is old | |
| | | mmadd29
join:2005-09-27
Sheffield Lake, OH | Want A Better Broadband Price? Demand It This didn't work with Time Warner we called 5 times and they wouldn't budge, hence, they will be taking their boxes today, and the Direct TV install will be this evening. | |
| | | | | mmadd29
join:2005-09-27
Sheffield Lake, OH
·RoadRunner Cable
1 edit | Re: Want A Better Broadband Price? Demand It said by Cogdis :said by mmadd29 :This didn't work with Time Warner we called 5 times and they wouldn't budge, hence, they will be taking their boxes today, and the Direct TV install will be this evening. It's probably area dependent, but when I canceled time warner for fios they called me back the next day to offer me a pretty tasty discount. Unfortunately they couldn't offer me better upload speeds so I canceled anyway. Could help some other people though. I fully expect them to call in a day or two, after the Direct TV install....they always seem to be a day late, and a dollar short.
I also just got a great offer for naked DSL from the telco, so Internet might be next. | |
| | | | qworster
join:2001-11-25
Los Angeles, CA
·DSL EXTREME
·Brand X Internet
·RoadRunner Cable
·Vonage
3 edits | Re: Want A Better Broadband Price? Demand It said by mmadd29 :said by Cogdis :said by mmadd29 :This didn't work with Time Warner we called 5 times and they wouldn't budge, hence, they will be taking their boxes today, and the Direct TV install will be this evening. It's probably area dependent, but when I canceled time warner for fios they called me back the next day to offer me a pretty tasty discount. Unfortunately they couldn't offer me better upload speeds so I canceled anyway. Could help some other people though. I fully expect them to call in a day or two, after the Direct TV install....they always seem to be a day late, and a dollar short. I also just got a great offer for naked DSL from the telco, so Internet might be next. I did the same thing...when TW cut my promo rate six months early (then told me that if I didn't keep the original ad, tough!), I went with DirecTV and AT&T dry line DSL.
My cable and Internet bill went up to over $115.00 a month; I got more channels and HD from DirecTv for 60 dollars a month and dry line 6000/768 Internet from AT&T for 35 dollars a month.
TW did give me the option to save ten dollars a a month by lowering my Internet speeds though...BIG F'n DEAL!
There's a reason they are losing almost two customers for every one they pick up-their customer service attitude SUCKS
OH! If I were you, I'd make sure that YOU return the boxes! Here in LA if they pick up the boxes, YOU pay a $19.95
'pick up ' charge! | |
| | | | | vinnie97
join:2003-12-05
Mesquite, TX | Re: Want A Better Broadband Price? Demand It Wow, I don't think I'll even try with TWC...sounds like a waste of time. | |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
1 edit | Excellent This is a great how-to for readers.
"
mark_(Fri Jul 17 2009 11:30:32 GMT-0700 (PDT))>
negative. cancel my account
" | |
| | Cogdis
join:2007-03-26
Floral Park, NY
·Verizon FIOS
·RoadRunner Cable
·Teleblend
·ViaTalk
| Re: Excellent said by morbo :This is a great how-to for readers. " mark_(Fri Jul 17 2009 11:30:32 GMT-0700 (PDT))> negative. cancel my account " Yep he made it very clear he was going to cancel. Alot of these reps can tell when you're BS'ing them (I'm thinking about changing providers...). Make it sound like you've already made up your mind and there's only one way to change it. | |
| | 
Hpower
Roflmao
join:2000-06-08
Glendale, CA | lol I loved the "negative" part. I always used to say that when I'd talk on the phone and it would confuse some people.
--
The Internet is about to go down....it is actually. | |
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See 6 replies to this post | |
Bobcat
Premium
join:2001-02-04
Bedminster, NJ | Forget lower broadband prices My Verizon DSL is only $32 per month. It's my $54 per month Cablevision bill for a measly 45 channels that I want to cut. I'll be canceling in 2 months.
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It's nice to be important, but it's more important to be nice. | |
| 
Fireblade
join:2008-08-27
St Catharines, ON | ......... I wish you could do this in Canada, your ISP will just laugh at you and say "Leaving to who, we're a monopole, el oh el".
--
I love fish sticks. I love putting fish sticks in my mouth. | |
| |
ChuckNorris
@gc.ca | Re: ......... There's always TekSavvy. Sure they are limited for speed and throttled by Bell. But at least, they have a fair price and good customer service. | |
| | |
Fireblade
join:2008-08-27
St Catharines, ON | Re: ......... Indeed and I would be with them if my phone lines could achieve more than 1.5 Mbits.
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I love fish sticks. I love putting fish sticks in my mouth. | |
| bransby
join:2009-06-09
Onondaga, MI | Must be nice... That's cool, does it work to "demand" access to broadband service period? Based on my experience, definitely not. | |
| 
Annmarie
Premium,Mod
join:2000-11-11
Ronkonkoma, NY
clubs:
·Optimum Online
Host:
Electronics
| Promo price for new customers unfair I recently called my provider and discussed with an account termination rep the fact that having been a customer for years I was charged virtually twice what a new customer would pay. Granted it was a promo price and it was for only one year but did I not deserve at least the same if not more consideration for being such a faithful customer?
I was civil, she was civil, she understood and I received the discounted price.
It seemed logical and fair to me.
Phone service, VoIP will be th next call since CV is pulling the plug. | |
| 
BlitzenZeus
Burnt Out Cynic
Premium,MVM
join:2000-01-13
Beaverton, OR
·Verizon FIOS
·Verizon Online DSL
| You have to be serious about canceling In many cases they will only give in, or give special offers when you are canceling the service.
If these damn carriers would just always offer a fair price then they would have less churn, and more customer loyalty. This is why so many people will switch to other providers, but then half the time the providers depending on you settling for their higher prices as they force people to buy packages bigger than they need.
In many cases some are willing to almost bend over backwards as you're scheduling the cancel, or offer you better rates including buying out your etf on the new carrier after you have switched, however at that point they have already soured the deal by not offering you the good deal before you canceled in the first place.
While the companies are out to make a profit, most still don't realize the very simple fact is if you keep your current customers happy with reasonable prices without making them pay for ton of crap they don't want they will keep the service, unless the quality of service is bad. Many people might not have switched even if the competitors product was superior if the price was still right. They just want people paying full overblown retail price for everything, but with competition they best the can hope for is making sure they offer better prices than the competition for their level of service.
--
My hourly rates:
$25 per hour.
$35 per hour if you want to watch.
$45 per hour if you want to help.
$75 per hour if you tried to fix it, and failed.
$125 per hour if you called tech support, and didn't fix the issue while making things worse | |
| | | vinnie97
join:2003-12-05
Mesquite, TX | Re: AT&T U-Verse is king for haggling a lower bill This article should be adjusted to address TWC's lack of cooperation and care. | |
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Siko
Premium
join:2006-11-27
Mechanicsburg, PA
clubs: | Er Say you cannot afford this service under this economy. It might help with the lower price. | |
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ispgeek
Premium
join:2006-02-16
Saint Petersburg, FL
| Re: " i dont care " goes a long way said by DaveNJ :I was dealing with a online merchant, who wouldnt do a refund for me. He said only the way was to deal with main website, basically it was sold thru a reseller. I told him " i dont care " refund my money, or i am going to Visa. Magically it was restored within hours. Its so 90's but so useful!  Your situation is different and doesn't apply here. Visa rules almost require that he give you a refund because chargeback disputes can get ugly and expensive and no merchant wants that. Generally speaking...being nice, professional, honest will get you far.
--
My favorite
Broadband Speed Test is at ISPgeeks.com. Can't find me here? Find me there! | |
| 
freebird317
Premium
join:2004-02-23
Portland, OR
·Comcast
| I understand Mark I have been with Comcast for many years. I am very happy with Comcast but I am not so happy that I would not jump ship if they cannot/will not keep me in a promo. If they think I am going to pay their top dollar for the services it get (I get a lot of them) they are sadly mistaking. I have called once or twice in my many years (15 years or so) doing what Mark did, I am still with Comcast. But believe me if I call wanting to lower my very expensive bill by entering a promo and they say no, I am gone.
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Lead, Follow I do not care just get out of my way. | |
| | | | 
kyler13
Is your fiber grounded?
join:2006-12-12
Arnold, MD
| Sometimes it doesn't work I tried this with Comcast back in September and got the stiff arm. I simply told them I was considering the competition (FIOS) and that I wanted a better deal than the full rate I was paying. All I got was a) bashing FIOS, b) suggestions of the obvious: reduce my level of service, and c) reasonably trying to direct me to a "triple play" package, which I wasn't interested in since I don't use home phone service (told the rep that). I was told, nothing else could be done. I simply said thanks, hung up, and called Verizon. Returned my box a couple weeks later to the county office and never heard from them again until a couple weeks ago when a door-to-door rep came knocking. He tried to sell me up and down. I told him I had problems with Comcast, didn't feel like they were addressed properly, and I'm completely happy with my current service. I wasn't looking to save a buck at this point. At that point he just handed me a brochure and said think about it, said thanks, and went on his way. I recycled the brochure. | |
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SLD
Premium
join:2002-04-17 | Re: Sometimes it doesn't work You could have refused it. | |
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Chuckles
Premium
join:2006-03-04
Saint Paul, MN
| Ahhh... I completely enjoy setting up disconnects for customers like this. It's the tiny bit of joy I get out of my job. And the other tiny bit of joy is when I look at the account the next day and the customer has cancelled the disconnect order. It's okay, go ahead, rip me to shreds for saying this. | |
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Pingmeister
| Re: Ahhh... said by Chuckles :I completely enjoy setting up disconnects for customers like this. It's the tiny bit of joy I get out of my job. And the other tiny bit of joy is when I look at the account the next day and the customer has cancelled the disconnect order. It's okay, go ahead, rip me to shreds for saying this. I like the service I get from Comcast, am glad to pay a fair price for it, and don't get enough time to use it. The service has always been very good. I wish they would drop the promotions and set one price. I don't have time for BS negotiation. If I eventually become more upset about subsidizing promotional crap, paying more for 6/1 than many others pay for higher packages, being last in line for upgrades, etc., and if I see a more suitable offer, I will have to go elsewhere. Retention departments don't work for me, because I *have* already made up my mind. Offer it to everyone or no one. | |
| | 
Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL
·Comcast
| said by Chuckles :I completely enjoy setting up disconnects for customers like this. It's the tiny bit of joy I get out of my job. And the other tiny bit of joy is when I look at the account the next day and the customer has cancelled the disconnect order. It's okay, go ahead, rip me to shreds for saying this. haha I was thinking the same thing.
--
CheckSite.us | YourIP.us | Reverseip.us | |
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sivran
Long Live The Suite
Premium
join:2003-09-15
Arlington, TX
clubs:
·RoadRunner Cable
| That's pretty much why I don't do this. I consider it too great a risk I'd run into a rep like me who will quite happily cancel my service. 
Granted, I didn't have that power when I was working Verizon support, but I was all too happy to transfer cancellers to retention, rather than find out if their issue was technical and try to fix it. I looked at it as, "well, they've already made their decision. Outta my hands now. Please hold!"
I would've made a horrible retention rep.
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The right of the people to be secure in their persons, houses, papers, and effects, against unreasonable searches and seizures, shall not be violated, and no warrants shall issue, but upon profitable cause... | |
| 
jmorlan
Hmm... That's funny.
Premium
join:2001-02-05
Pacifica, CA
·Pacific Bell - SBC
1 edit | Bargaining One of the best times for this is when your rates go up or a promotion ends. I always ask if there is any way to continue the rate I'm on. For DSL that has always worked. For Comcast Cable it didn't, so I switched to Dish Network who gave me more channels for less money.
I prefer not to start with threats of dropping service. I save that for later if needed. Most of the time it's not needed.
Watch your provider's web sites for promotions. They won't usually tell existing customers about them. Our TV has become almost entirely HD, so I was able to switch to a new Turbo HD package and drop my previous SD package for a considerable saving.
The most important and obvious thing is to watch your bill! Most people just pay it and don't notice that it's gone up.
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"There are three kinds of lies: lies, damned lies, and generally accepted accounting principles. | |
| | 
PDXracer
Premium
join:2002-08-13
Grants Pass, OR
clubs:
| Re: Bargaining Technically, none of us have ever "signed" an agreement for most of these deals, so there should be the first way to get out of lengthy contracts.
If you have nothing signed on paper, and made a deal over the phone, that is not a legal contract.
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The path that leads to truth is littered with the bodies of the ignorant - Miyamoto Musashi | |
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