Broadband Haggling

Top tips for slashing your internet and line rental bills

Providers hike prices pretty much annually these days (even twice annually), but if your bill's gone up - or you're on a promo deal that's ending - switching isn't your only option. We're flooded with stories of existing customers who've slashed £100s off their bill by using a method that dates back to the dawn of civilisation... haggling.

Broadband's a mature market and companies are desperate to keep customers, so here are our top haggling tips.

In this guide

'I cut £220/yr off my package'

Our most recent poll, in September, found 80% of broadband customers who tried to haggle were successful in negotiating a better deal, showing what's possible. With some firms, the success rate was even higher – for example, 85% of Sky customers claimed victory. See our top 10 service companies to haggle with.

Here are examples of MoneySavers who've slashed their broadband bills by haggling:

Sent BT an email to ask for my MAC code. Received a call today which resulted in cutting £220/year off my phone and broadband package for a year with an upgrade to totally unlimited broadband, so no 10GB limit anymore! Just shows what can be done.
– forumite TonyNannini

I rang Sky and said I wanted to move my phone and broadband to Plusnet. Sky initially offered free broadband and £50 credit, which I didn't take. I called back later and was offered free broadband for 10 months and line rental for £10/month for 10 months - and eventually managed to extend the free broadband to 12 months.
– forumite dharle

Just had a brilliant result from Plusnet as an existing customer. I've been with them for 3 years and have experienced four line rental increases. When I received the email about the latest I gave them a call, having read about other available broadband deals on MSE. Having some numbers to hand really helped – I was offered a new customer deal and saved £120/yr.
– Rachel, via email

TalkTalk were charging me £5/mth (plus line rental paid upfront). When I rang they immediately offered me the Essentials TV, Broadband and Phone package half-price for 12 months, plus an extra £2/mth discount – works out at £3 a month. I also get free evening and weekend calls and the YouView box. More for even less money!
– forumite kat1311

Let us know how you get on by sharing your success stories - or otherwise - via the forumsuccesses@moneysavingexpert.com or @MoneySavingExp.

Don't settle for a bum deal – make 'em fight to keep you

If you’re fed up with price hikes or your bills are going through the roof because your promo deal's ending, don't sit back. There are a host of ways you can cut costs, while not sacrificing getting what you want.

Now we know haggling's often seen as the preserve of backstreet bazaars, but it's very much alive and kicking in the UK and there are huge savings to be made, particularly on broadband and line rental packages. The broadband world's a mature market and most people already have a provider, so competition to keep existing customers is fierce.

In a nutshell, call up and ask for a better deal. Say you're paying too much or rivals' deals are cheaper. If that doesn't work, tell them you're leaving. You'll usually get put through to companies' super-powerful hidden deals departments.

Why haggling works

Here's the key thing to understand:

Companies only make their best deals available to newbies; they LOVE loyal customers, because they stay with the firm through thick 'n' thin, always paying full price and never checking if their deal can be beaten.

This lets big firms rake in regular, guaranteed, easy profit. So ask yourself a question: do you want to be a customer whose business is fought for, or one who's taken for granted? If you don't want to be taken for granted, take the haggle challenge.

Haggling is just one of your price cut weapons – check new deals too

While haggling can be powerful, it's just one part of your battle to get the best deal. Sometimes the 'new customer' offers you can get from alternative providers are simply unbeatable. So by all means haggle, but always check the top deals out there too – see How to get cheap broadband for our top picks.

15 top haggling tips

Haggling may sound straightforward, but perfecting it's an art. Here are our top tips for broadband haggling - for more, see our guide on Haggling with Sky, AA & more.

  1. Mid-contract price hikes can strengthen your position

    In 2014, Ofcom increased protection for consumers around mid-contract price rises. This means that if you have a landline and broadband contract taken out after 23 Jan 2014 and there's a mid-contract price increase, you may be able to leave penalty-free, even if you're still in the minimum term.

    This can also be the case if your provider hikes the price of an additional service you regularly use, causing you "material detriment".

    If your provider puts prices up, it must give you at least one month's notice in writing and, if you're able to escape your contract without paying a fee, give you one month from when you received notice to do so.

    If this happens, and you want to stay with your current provider, use it as a bargaining chip to get yourself a better deal – it's likely your provider will want to keep your custom.

  2. Timing is crucial

    If you haven't reached the end of your contract yet, unfortunately it's unlikely you'll be able to negotiate a lower price or leave your deal as you're committed until your minimum term's up (unless your provider increases prices – see above).

    There's no harm in giving it a try earlier, but if you struggle, note in your diary when you'll be nearing the end of your contract and call back then (notice periods are often 14 or 31 days, so to avoid it rolling on any longer than necessary, don't wait until the final day).

  3. Benchmark the best deal

    It's important to have a factual arsenal at your fingertips before you pick up the phone, so do your homework.

    Research the deals and discounts your provider and its competitors offer as the basis for negotiation. Compare broadband, phone and digital TV to find the best buys and you can sign up to our weekly email to get the latest offers.

  4. Get through to the retentions department

    If you're coming to the end of your contract, or are out of it, you're wielding a powerhouse weapon: loyalty. Tell them you want to move to a new provider and it'll automatically lead to a 'why are you leaving?' chat. 

    The customer service person should put you through to the 'customer retentions' department – aka the Holy Grail of haggling – where the operators have serious discount-giving power. (NB: This department might be called 'disconnections' externally, but make no mistake, customer retention is its job.)

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

    Aggression or anger will just put their back up. 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, firm and non-combative.

  6. Think about what speed you REALLY need

    Unless you have a lot of people in the house or you need the fastest speeds for intensive activies, eg, streaming or downloading, then standard 'copper' broadband will likely be plenty fast enough. So, if you're paying for superfast fibre and you don't think you need it, use it as a basis to haggle down the monthly cost.

  7. Not everyone needs unlimited broadband

    Most people are on unlimited broadband deals, but if you just use the net for browsing, emails and the odd YouTube video, you'll probably be fine on a limited use package. Even if your provider doesn't offer these, the fact that some do, eg, Sky, means you can use this fact to leverage a lower price for yourself.

    Be wary though, data use has rocketed – catch-up TV and movie streaming hoover it up, and there can be costly fees to pay for going over your limit.

  8. Use the phrases that pay

    You may find that your customer service rep only offers a small discount at first, but if you don't agree with the price, use phrases such as: 

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

    Until recently, asking for a migration authority code (MAC) was a common broadband haggling tactic to trigger a negotiation. However a change in rules means this code is no longer required when switching, so asking for it might lead to some confusion.

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

    Some people worry about haggling in case they're disconnected. Martin's 'get out of jail free' card for this is the following phrase: 'Hold on, I'll call you back about that - I'd like to check with my wife/husband/dog first.'

  10. Problems mean discounts

    If you've had issues with your provider in the past, such as slow speeds (compare the advertised speed of your package to what you actually get by doing a 2-min broadband speed test) or long customer service call waiting times – then politely tell them when you haggle. They should want to try and make it up to you.

  11. 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.

  12. Don't fill the silence

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

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

  13. Ask if they can throw in extras

    If they won't slash the price, see if they'll include any extras, like an upgrade to a faster speed or free calls.

  14. If you fail – try, try and try again

    While unconfirmed, we hear rumours that staff members at some companies have different quotas of deals they can do.

    Even if that's not true, it certainly feels like that to many. So, bear in mind you may have called the wrong person at the wrong time - calling back a few days later and speaking to someone else could pay dividends.

  15. If they really won't play ball, vote with your feet

    If you don't get what you want, you should seriously consider leaving. Remember, new customers normally have the pick of the best broadband deals and there are plenty of other providers out there. Compare broadband, phone and digital TV with our Broadband Unbundled tool to find the best one for you.

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