Haggle with BT

Remember, if you're coming to the end of your contract, or you're already out of it, you're wielding a powerhouse weapon – customer loyalty. It's simple to use too – just tell 'em you're going to leave for a better broadband deal elsewhere.. 

If you don't have any luck via the advertised ways of getting in touch, then it may be worth trying another route to the 'customer retentions' department – aka the Holy Grail of haggling – instead. (Note: This department might be called 'disconnections' externally, but make no mistake, customer retention's their job.)

If you call customer services and tell them you want to leave they should put you through, but to get through as quickly as possible, call BT cancellations on 0800 783 1401 – it starts as an automated service to find out why you're calling, but you should get put through to the right place after a couple of minutes.

Alternatively, we've seen some of our users haggle by chatting to BT online so you don't even have to call.

Use charm, chutzpah, cheek... and a smile

Aggression or anger will just put their back up and won't get you anywhere. You're asking for a discount, and they're just as much within their right not to give it as you are to leave. Aim for polite, friendly, non-combative yet firm.

Use the phrases that pay

You may find that your BT customer service rep will only offer a small discount at first, but if you don't agree with the price, try phrases like: 

- "I've worked out my budget, and my absolute max is £[insert price here]/mth."
- "[Sky/Plusnet/TalkTalk/Virgin Media] can do it for less."
- "I need to think about it."
- "I think my other half will go bonkers if I pay that."
- "It's still a lot of money."
- "What's the very best you can do?"

Don't panic if they call your bluff and say they'll disconnect you

Some people worry and get nervous to try this in case they're disconnected. Martin's easy 'get out of jail free' card on this is the phrase: "Hold on, I'll call you back on that. I'd like to check with my wife/husband/dog/goldfish first."

Don't say yes to the first offer they give

You should never go with the first offer. Chances are, it's not the best deal they can do. Remember, be firm.

Don't fill the silence

They may push you to agree because it's a "limited-time offer", but don't feel pressured into agreeing to the new price or deal unless you're certain. 

As negotiations come to a close, a classic sales technique is to stay silent. They want you to feel awkward and fill the silence. Make them fill it with a cheaper offer.