My internet bill crept from $50 to $80 over two years. The price increases were small enough that I did not notice until I looked at my bank statements and added them up. I called my provider, spent 18 minutes on the phone, and got my bill back down to $50. Here is exactly what I said and what to expect when you call.

Before you call: do the research

Open an incognito browser window and go to your provider’s website as if you are a new customer. Find out what they are charging new customers for your same plan. This is almost always less than what you are paying. Write that number down. Then check one or two competitors in your area and note their pricing too. You do not need to actually switch — you just need to know the numbers.

Also look at your bill and find the exact date your current promotion expires, if you have one. If you do not have a promotion, find out when your contract ends or if you are month-to-month.

The actual script

Call and say: “I would like to speak with the retention department, please.” Do not explain to the first person who answers. They do not have the authority to lower your rate. Retention does.

When retention picks up, say something close to this:

“Hi, I have been a customer for X years and my bill has gone up to Y dollars. I noticed you are offering new customers Z dollars for the same plan. I would like to stay, but that price difference is hard to justify. Is there anything you can do to get me closer to the new customer rate?”

Then stop talking. Let them respond. Do not fill the silence. The person on the other end does this all day. They have retention offers they can apply — promotional rates, loyalty discounts, bundling deals — but they will not offer them unless you make it clear you are considering leaving.

If they say they cannot do anything, politely ask: “Is there a cancellation process I should be aware of?” This is not a threat. It signals that you are serious. If they still cannot help, ask when your billing cycle ends so you can schedule a cancellation. Sometimes the best offer comes at this point.

What I got

They lowered my bill from $80 to $50 for 12 months. Same speed, same plan, no contract extension. The call took 18 minutes. That is about $360 saved for less than 20 minutes of work. Even if they only knock off $10 a month, that is $120 a year for a single phone call.