That letter or email has arrived: your broadband contract is ending. For your provider, this is a golden opportunity to hike your bill. For you, it’s the single best moment to slash your bill and upgrade your service.
Haggling with your ISP might seem daunting, but it’s a skill that can save you hundreds of pounds a year. This guide gives you the scripts, strategies, and secrets to win.
Why You Hold All the Power (And They Don’t Want You to Know It)
When you’re out of contract, you are at your most powerful. The provider’s biggest fear is that you’ll leave for a rival. Their retention team has one job: stop that from happening, and they have special powers and discounts to do it.
Your goal is to unlock them.
Step 1: The Pre-Haggle Preparation (Your Secret Weapon)
Walking in unprepared is the number one reason people fail. Spend 15 minutes on this; it will pay for itself a hundred times over.
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Check What You’re Really Paying: Find your latest bill. Know your exact monthly price and what package you’re on (speed, landline, TV etc.).
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Do Your Market Research: This is non-negotiable.
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Use comparison sites like Uswitch, MoneySavingExpert, or Broadband Genie.
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Find the best new-customer deals from your current provider. Yes, they are offering new customers a better deal than you’re getting. This is your most powerful ammunition.
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Find the best equivalent deals from their main competitors (e.g., Sky, Vodafone, TalkTalk).
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Know Your Bottom Line: Decide what you want.
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Is it the absolute lowest price?
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Is it a speed upgrade for the same money?
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Is it to remove a service (like a landline you don’t use) and pay less?
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Step 2: The Conversation – Scripts and Strategies
You’re prepared. Now it’s time to make the call. Always call; it’s more effective than web chat.
Phase 1: Getting to the Right Person
You need to speak to the “Retentions” or “Disconnections” team. The first-line support agents can’t give you the best deals.
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What to say to the first agent:
“Hello, my broadband contract has ended, and my bill has increased. I’m considering leaving because it’s no longer good value. Please connect me with your Retentions or Customer Disconnections team.”
Phase 2: The Haggle Itself (The Magic Script)
Be polite, firm, and direct. Use your research.
Agent: “How can I help you today?”
You: “Hi. My contract has ended, and my bill is now [Your Current Price]. I’ve been a loyal customer for [X] years, but I’ve seen that you’re currently offering new customers [Speed] Mbps for only £[Price] per month. I want to stay with you, but I need a better deal to justify it. What’s the best you can do for me?”
Let them make the first offer. It will almost certainly be low-ball.
Phase 3: The Negotiation Dance
Their first offer won’t be their best. This is where you escalate.
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If their offer isn’t good enough, say:
“I appreciate that, but I’ve also found a deal with [Competitor Name] for [Competitor’s Price] for the same speed. To be honest, it’s a much more compelling offer. Is there anything more you can do? I’m ready to cancel if we can’t reach a agreement.”
Key Phrases That Work:
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“That’s still not competitive with what I’m seeing elsewhere.”
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“I need you to match [Competitor’s Price], otherwise it makes more financial sense for me to switch.”
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“What is your very best retention offer?”
Step 4: Know Your BATNA (Best Alternative To a Negotiated Agreement)
If they still won’t budge, you must be willing to walk away.
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The Ultimatum: “If that’s truly your final offer, then I need to proceed with cancelling my service. Please send me my PAC code (if you’re taking your number) and confirm my disconnection date.”
The Magic of the PAC Code: In the UK, mentioning your PAC (Porting Authorisation Code) for your landline is a formal signal you are leaving. Often, this triggers a “save” script or a call back within 24 hours with a dramatically improved offer.
What If They Call Your Bluff?
If they actually process your cancellation, don’t panic. You have a 14-day cooling-off period. You can call back, say you’ve had a change of heart, and often accept the last offer they made. Alternatively, simply take one of the great deals you found from a competitor.
Pro-Tips for Success
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Timing is Everything: Call a few weeks before your contract ends to avoid the price hike. If you’ve already rolled onto the standard variable rate, call as soon as possible.
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Loyalty Doesn’t Pay (Initially): Providers reward new customers, not loyal ones. You have to ask for your reward.
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Be Pleasant: The person on the phone is more likely to go the extra mile for someone who is polite rather than aggressive.
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Get It in Writing: Before you hang up, ask for a confirmation email outlining the new price, speed, and contract length.
Final Thought
Haggling for your broadband isn’t confrontational; it’s a business negotiation. You are a customer they don’t want to lose. By being prepared, confident, and willing to walk away, you transform from a bill-payer into a valued client who deserves the best possible deal.