How to Negotiate on Your Mobile & Internet Bills
When it comes to mobile and internet bills, most people don’t realise that simply picking up the phone and negotiating with your telco can lead to savings. It’s one of the easiest ways to reduce costs without switching providers — but as convenient as it sounds, it’s rarely the best long-term solution.
The Hidden Department: Cancellations
If you’ve ever tried calling your telco’s standard support line, you’ll know how frustrating it can be. Technical support or billing staff usually have limited authority to offer discounts. The real action happens in the cancellations or “retentions” department — but you need to specifically ask to be transferred there. These teams are trained to keep customers from leaving and will often offer deals that frontline staff can’t.
The Problem With Negotiating
While negotiating is convenient, here’s the catch:
The discounts offered are often short-term (e.g., $10 off for 6 months).
The deals rarely match what new customers are offered.
The savings are usually much smaller than what you’d get by moving to another provider entirely.
For example, you might be offered $10 off your $100 monthly bill, but new customers might be paying $30 less for the same plan. That’s why negotiating should be seen as a temporary fix, not a permanent solution.
How to Strengthen Your Position
The key to negotiating well is knowledge. If you walk in blind, you’ll likely accept the first offer. If you know what competitors are charging and what promotions are available, you have leverage. Here’s how to prepare:
Research competitor plans before you call.
Keep screenshots or links to the promotions you want matched.
Know your own usage (e.g., do you really need unlimited data?).
Negotiation Tips That Work
Here are some strategies that can make a big difference:
Don’t take the first offer. It’s almost always a lowball.
Say you’ll be leaving in a few days. If they don’t meet your needs, wait for them to call you back with something better.
Ask for an email contact. That way you can send through competitor promotions and push them to match.
Escalate to a manager. Managers often have more flexibility than call centre agents.
Final Thoughts
Negotiating with your telco is a convenient way to save a few dollars, but the reality is that moving to another provider almost always gets you a better deal. That said, if you want to stay with your current telco for convenience, use the strategies above to push for the best outcome.
And remember: the more information you bring to the table, the more likely you are to walk away with real savings.
