My internet bill crept up to ninety dollars a month without me noticing. It was sixty-five when I signed up. The increases were small — five dollars here, ten dollars there — and I had been auto-paying for two years without looking at the bill.

I called my provider. Ten minutes later my bill was back to fifty dollars. Here is exactly what I said.

What to Say When You Call

Do not start with “I want to cancel.” That puts you straight to the retention department, which takes longer. Instead: “I noticed my bill has gone up and I would like to be moved to a current promotional rate.”

This phrase does three things. It signals you are paying attention. It suggests a solution instead of a threat. And it tells the rep exactly what button to click — every internet provider has promotional rates they can apply with manager approval.

Before You Call

Look up what new customers are paying for the same plan. Go to your provider’s website in an incognito window and check. Write down the price and the plan name. When the rep says “that rate is for new customers only,” say “I understand, but I have been a customer for X years. Is there anything you can do?”

Also check what competitors in your area are offering. If there is another provider with a cheaper plan, mention it by name. “Xfinity is offering the same speed for forty dollars. Can you match that?”

If They Say No

Ask for the retention department directly. These are the people whose job is to keep you from canceling. They have access to discounts the regular support team does not. Be polite but firm: “I do not want to switch providers, but I cannot keep paying this rate. What can you offer?”

Set a Calendar Reminder

Promotional rates usually expire after 12 months. Set a reminder for 11 months from now and call again before the price jumps. Repeat every year. It is annoying, but it saves hundreds of dollars annually for a ten-minute call.