Call 
Access Your Account How to Negotiate Your Internet Bill
Table of Contents
In the United States, many of us are not used to bargaining for deals.
Every once in a blue moon, you might bargain when you’re buying a car or house.
Bargaining (or negotiating) is so rare that you may not know all the strategies you can use. So, we wrote these insider’s tips to show you how to negotiate to get a better deal on internet service.
Internet access has become essential for so many reasons, including communication, education, shopping, and finding a job.
But you may be paying more than necessary for your home internet service.
You have power as a consumer to ask your internet provider for a better rate. Follow this step-by-step guide to learn how to lower your internet bill.
Do Your Homework First
Before picking up the phone, take time to gather key details that will strengthen your bargaining position. Being armed with the right information shows the provider you have researched your options and know your value as a customer.
Determine What Speeds You Actually Need
Think carefully about your household’s internet speed requirements. A single person or couple who stream movies needs far less speed than a family of four with multiple devices in constant use. Figure out the speeds that are right for your usage levels before moving forward. No need to pay for more bandwidth than you require.
Do your homework
Understand Your Household Data Usage
Every household is going to use a different amount of data, depending on how much you do HD streaming, gaming, and videoconferencing. Like speed, data usage will also depend on the number of people in the household.
Some plans will offer unlimited data. Others may offer a data cap so high that you will never run out.
But some plans, especially satellite internet and fixed wireless internet, may have lower data caps. If your data caps make a difference and have overage charges, you need to have records of how much you have paid in overage charges. Maybe you can negotiate a higher data allowance, but at the same cost.
Check your internet speeds
Check Your Connection’s Performance History
Write down a list of all events related to how well your internet is performing. Include dates and times for:
- internet outages
- slow speeds
- other performance issues
This hard evidence will help justify a discount or credit. You can even run speed tests to compare with your plan’s advertised speed. If your actual speed is lower than what the ISP told you, you might be able to use that as leverage.
Just be careful about pushing that leverage too hard. Most ISPs advertise their speeds as “up to” a certain number. If you try to argue that you should get a discount because your download speed is only 80 Mbps instead of 100 Mbps, that may not be very convincing. But if you’re only getting 50 Mbps, and the company didn’t tell you that number in advance, you may have a case.
Know the Competition
Research all available providers and plans in your area so you understand your internet service options if you need to switch.
Competitor pricing gives you bargaining power in the negotiation. You will want to compare all the available plans and pricing, which you can do right here on our site when you enter your zip code.
The more competition there is in your area, the better off you will be [1]. So, if live in a very rural area, and all you have is satellite, it will be harder for you. But remember, there is more than one satellite company almost everywhere in the U.S.!
If you have even one additional option, such as DSL, you may have more bargaining power. And if you are lucky enough to have several internet service options including cable and fiber, you will be in the driver’s seat!
Check competitor prices
Review Account Details
Make sure you have the following details right beside you when you make the call.
- Length of time you have subscribed
- Contract end date if applicable
- Payment history
- Average monthly internet bill
- Any current promotions on your account
You can use all of these details to strengthen your case.
Be Ready to Walk Away
Decide if you are willing to cancel your service outright before making the call.
Having this contingency plan prepared allows you to negotiate from a position of power. If you want a lower internet bill, you need to be able to walk away from your current internet provider.
Sometimes, they will be cooperative without an ultimatum. But some customer service reps will only come to the table if they know you will leave.
Here’s the thing, though. Even if you have to discuss canceling your service, always do it kindly. State it as a logical decision you have to make, not a threat. No one likes being threatened, and any rudeness or anger will hurt your case. Treating people kindly is just better for the world [2]. But people also want to help you more when you are kind.
Be ready to cancel
Craft Your Game Plan
With your research complete, determine the specific monthly rate you want to achieve or discount you plan to request.
Then prepare your main points. Here are some possibilities:
- Highlighting unsatisfactory performance issues
- Pointing out better deals offered to new customers
- Discussing lower rates from the competition
- Seeking a loyalty reward for your record of prompt payments
Phone, Don’t Email or Chat
Customer service reps who work by phone often have to meet certain requirements for each phone session. For example, if a customer asks for cancellation of service, phone reps will do everything in their power to keep that from happening.
Phone reps are focused on results of individual calls [3]. Chat and email reps are not going to have the same incentives to make an instant deal with you. This is a key part of how to negotiate your internet bill: pick up the phone.
Call customer service
Time to Make the Call
When you dial customer service, stay calm and lead with the facts.
Clearly state what you want right away, but politely. Losing your cool hurts rather than helps negotiations.
If the first representative can’t give you discounts, ask for a supervisor or loyalty department.
And remember – patience and persistence are key! You may need to call back multiple times to find the right rep willing to work with you.
Sample Script for Calling About Your Internet Bill
Use this script to guide your conversation when you call your internet provider to negotiate a better monthly rate:
“Hello, I wanted to discuss my current internet bill of $[current amount] per month. I have been a loyal customer for [length of time], always paying my bill on time. Unfortunately, I recently noticed [performance issue] occurring on multiple occasions. That has made my service much harder to use, and less valuable. It seems like I’m paying more than I should."
“I did some research, and [competitor] offers speeds and features comparable to what I have now at $[lower rate] per month. I really want to stick with [your company], but the cost has simply gotten too high for my budget."
“You surely have some discretion regarding customer rates. Is there any possibility you could lower my monthly bill to $[target rate] so I can continue my subscription with your company? I would really appreciate if you could help me out with a better deal."
Use a script
Consider Downgrading Your Plan
If you strike out completely on getting your current rate reduced, look into whether a lower-tier plan with slower speeds might offer worthwhile monthly savings.
Crunch the numbers to see where the best value lies. Should you get a faster connection at full price or decent speeds for less? For most people, a 200 Mbps download speed will be just as good as a 500 Mbps download speed. But if your difference is between download speed of 200 Mbps and 25 Mbps, that’s usually a more serious decision. Even though 25 Mbps is still the FCC definition of high-speed internet [4], it won’t serve a large household well.
Change Providers as a Last Resort
Switching internet providers is a hassle that many customers want to avoid. But in certain cases, it may be the smartest money move if your current ISP refuses to negotiate prices down.
Just run the math – a new subscriber promotional rate that locks in 12 months of savings might be worth the effort to switch. Your average monthly internet bill for that year will be much lower.
Request Another Promotional Internet Service Rate
If your past discount has expired, call back to politely ask for a “refresh” of that prior promotional pricing to maintain lower costs.
Internet providers often use this tactic of short-term intro rates to keep long-term subscribers paying more.
But they don’t want to lose you altogether, so they will often go back to a lower internet bill if you press them for it.
Persistence is Key When Negotiating With Your ISP
Getting concessions from internet providers is rarely quick and easy. But with the right approach, your outcomes will improve dramatically.
- Lead with facts
- Stick to your target rate that you want for your average monthly internet bill
- Show you have other options
- Stay calm and courteous on the phone
Stay persistent and don’t take the first “no” as the final answer. Politely ask for supervisors or other department reps until you find success. With prep work and a cooperative tone, you can achieve your goal of a lower monthly internet bill.
Be kind on the phone
FAQs: How to Negotiate Your Internet Bill
Which customers will have most success getting a lower internet bill?
The more bills you have paid on time and the longer you have been a customer, the more likely you are to lower your monthly internet payment.
If you have only been a customer for three months and you are late with all your payments, don’t count on it.
Are some ISPs more likely to negotiate?
The lower your provider’s prices are, the less wiggle room they have. So, if you are lucky enough to be paying $20-30 for a first-tier fiber plan, understand that is rock-bottom for the industry. You are not going to negotiate any provider down to $10/month.
Which internet providers have the best prices for the fastest speeds?
Check out our complete guide to internet speed for our choices for best deals and top performers.
Sources
[1] ConsumerReports.org. “What Consumer Reports Learned From 22,000 Internet Bills,"
[2] Inc.com. “Please Be Kind to Customer Service."
[3] Indeed.com. “Evaluating Customer Service."
[4] FCC.gov. “Broadband Progress Report 2015."