How to haggle for your broadband renewal

How to haggle on broadband

1. Timing is everything

The perfect time to start haggling with your broadband provider is about 30 days before the end of your contract. If you switch mid-contract, broadband providers can clobber you with hefty exit fees. But once the minimum term is up, you’re free to move. Your provider will be hoping you’re too lazy or busy to bother. They can then quietly shift you to a rolling contract, which will likely cost you more.

Contact your provider a month before the end of your contract to ask what they have to offer. This will make them realise they have to work to keep you as a customer because you’re already shopping around. So set yourself an alert to get in touch when that date rolls round.

If you’re already out of contract or on a no-contract deal, there’s no reason to wait. The best time to haggle is right now!

2. Do your homework first

You’ll be in a stronger haggling position if you know what other options you have. It’s very easy to compare broadband deals online and see what’s available to you. If it’s been a while since you last switched, it’s likely you can get faster broadband speeds without paying much more.

When you’re doing your online research, jot down the two or three best broadband deals you find. It’s easier to haggle when you have the information right in front of you.

If you’re claiming benefits, you might be eligible for a social broadband tariff, also known as basic broadband. Find out what you’re likely to qualify for before you speak to your current provider.

3. Get through to the right people

Once you’ve got an idea of the deal you want, it’s time to get in touch.

If you want to negotiate a better deal, you’re better off calling your provider rather than relying on live chat. After all, these companies are in the business of communication. But don’t launch into your haggling speech with the first person you speak to.

The trick is to ask for ‘disconnections’ or ‘retentions’ or press the ‘thinking of leaving us’ button. Any of these options should get you through to the ‘power people’ - the team with the authority to agree the biggest discounts to keep you as a customer.

4. Be friendly and polite, getting the provider on side

If you go in being friendly and polite, you have a better chance of getting what you want.

If you’ve been a happy customer until now, say so. If you want to stay with them and they want to keep you as a customer, the price negotiation is really about working together towards a shared goal. Thinking of it in those terms might help if you normally feel awkward about haggling.

5. Use negatives to your advantage

Being pleasant doesn’t mean you have to be relentlessly positive. Pointing out flaws is a time-honoured haggling tactic. So if you’ve had problems in the past with slow speeds or poor service, don’t be afraid to mention it.

Be aware that the person you’re talking to will probably be able to access your customer service records. So the critical approach will be less effective if you’ve never actually complained to them directly.

6. Think about your TV package too

If your TV contract is up for renewal as well, this could help with your broadband bargaining. Will your provider offer you a discount on the broadband if you switch to them for your TV plan? Many providers offer a bundled TV and broadband deal that’s cheaper than paying separately even before you start haggling.

7. Any other extras?

If your broadband provider can’t reduce the price as much as you’d like, they might offer a free gift like a shopping voucher as an extra incentive. If the deals you’re comparing are pretty similar price-wise, little extras like this can help you pick one provider over the others.

But don’t let a free gift entice you into paying over the odds for your broadband contract.

8. Get it on record

If your provider offers you a brilliant deal and you want to accept, it’s worth noting down the key points and repeating them back on the phone. This reduces the risk of misunderstandings. And because calls are recorded, there will be a record of exactly what’s been agreed.

Your supplier should send through written confirmation as well. Chase it up if it doesn’t come through promptly and take the time to read it through as soon as you can.

9. Don’t be rushed

The salesperson might offer you a great-sounding deal on the condition that you accept on the spot. Adding time pressure is another classic haggling tactic but if you feel rushed, push back and say you need time to think.

If the FOMO (fear of missing out) takes over and you end up signing up to a deal that wasn’t the best one for you, you don’t have to stick with it. You have the legal right to cancel the contract within 14 days.

If you haggle after a contract ends, or shortly before it ends, the new contract might start within this 14-day cooling-off period. You’ll have to pay for the service you’ve already received, but it doesn’t affect your right to cancel.

10. Haggle down mid-contract price hikes

Even if you’ve used our tips to secure a great monthly price for your broadband, that price might not stay the same for the whole contract. Broadband providers have the legal right to increase your monthly payment as long as this is clear from the start.

Since January 2025, the regulator Ofcom has required providers to tell you what the price rise will be when you sign up. If they don’t, you have the right to leave the contract without any exit penalties when the price goes up.

This gives you leverage to haggle on the new price. Try the “thinking of leaving” tactic we mentioned earlier and see if they will match a competitor’s new customer price to keep you. If not, it’s time to find a better deal.

Which broadband provider is easiest to haggle with?

According to research from Which?, TalkTalk customers had the most success with haggling, followed by BT and Sky.

But your haggling success isn’t really about which provider you’re talking to. It depends on a number of factors, like:

• How your current deal compares with prices you’ve found on comparison sites. If you can save a lot by switching, your provider is more likely to bring their offer down more to keep you
• Your payment history. If you’ve missed payments with your existing provider, this could limit the options they want to offer you
• How easy the provider is to contact. You can’t haggle without speaking to a human, and some broadband providers make that very difficult. If it’s almost impossible to get through, it’s probably time to give up on haggling and just focus on finding a better deal elsewhere. You don’t need to contact your existing broadband provider when switching to a new one thanks to One Touch Switch
• Luck and charm. Haggling isn’t an exact science. If you catch the salesperson on a day when they have a quota to meet, or if you’re a naturally persuasive person yourself, you might have an even better result from your haggling

How can I keep my broadband and negotiate a better internet rate?

If you want to stay with your current broadband provider but negotiate a better rate, there are a few things you can do:

• Call them 30 days before your contract is due to end
• Speak to the customer retention or cancellation team
• Research other deals first so you know what’s on offer from competitors
• Know what speeds are right for you, so you don’t end up paying for more than you need. If you’re not sure, use our broadband bandwidth calculator to help
• Be firm but friendly and don’t be afraid to mention any outages or speed problems you’ve had in the past
• Ask about mid-contract price rises to make sure your monthly bill won’t increase beyond your budget
• Check if your provider can offer you any freebies or a TV package to sweeten the deal before you sign up

How else to save money on broadband?

Here are a few ways to save money on your broadband:

1. If you’re out of contract, the first thing you should do is switch to a cheaper broadband deal. Our research shows about a third of Brits overpay. And most providers will up the price of your monthly bill once you’re out of your minimum contract. So if you’re out of contract, you’re probably paying too much
2. When comparing broadband deals, don’t pay for faster speeds than you need. You can always use our broadband speed calculator to help you work out how much bandwidth is right for your household
3. If you’re claiming certain benefits, you could be eligible for a social broadband tariff. These are significantly cheaper than regular tariffs.
4. Consider a deal that bundles broadband with something else. Broadband and TV bundles are a common combination, or you might get a deal that combines broadband, telly and a mobile phone contract. But on the flip side, make sure you don’t pay for extras that you’re not going to use

Go.Compare is here to help you compare broadband tariffs to get the best deal for you.

What happens when a broadband contract ends?

When the fixed minimum term of your broadband contract ends, you’re out of contract. Your broadband provider is obliged by law to do several things:

• Warn you that the contract is coming to an end, 10-40 days beforehand
• Remind you that you’re free to switch
• Tell you about their best deals

They’re not obliged to actually move you to a good deal. What they usually do is shift you to a more expensive rolling contract. If you do nothing, you’ll stay on it and keep paying over the odds.

Ofcom says on average, out-of-contract customers pay £5.10 a month more than they need to. When your provider tells you the contract is nearly over, treat that as a reminder to start comparing new broadband deals and prepare to switch if you need to.

What are mid-contract price increases?

Mid-contract price rises are exactly what they sound like: it’s when your provider increases your monthly bill by a certain percentage part of the way through your contract.

• Broadband providers don’t have to keep their monthly charges the same for the duration of your contract
• They are allowed to raise prices partway through, as long as they make this clear from the start
• Your new contract should say when your monthly payments are going up and by how much They are likely to increase annually, in late March or early April to line up with the financial year
• The date your contract starts won’t affect the date of the first price rise because providers raise prices for every customer at once
• If you’re signing up in January or February, it’s even more important to check the contract for information about the coming price changes

Who is entitled to cheaper broadband?

If you’re on Jobseeker’s Allowance and find that access to broadband is hurting your ability to apply for jobs, ask the Jobcentre about the Flexible Support Fund. If the DWP judges you to be in sufficient need, they can give you a voucher for six months’ free broadband with TalkTalk. There’s no obligation to sign up with TalkTalk when the six months ends.

Places like libraries and coffee shops often have free Wi-Fi. But be wary of using public connections to do things like online banking, as public Wi-Fi isn’t necessarily secure.

Many providers offer some form of social or basic tariff and if you’re claiming certain benefits, you could be eligible for a social broadband tariff. They are significantly cheaper than regular tariffs.

Should I switch broadband providers?

Switching broadband providers can be a great way to save money. Lots of the most competitive broadband offers are reserved for new customers, so you could end up getting a much better deal if you move to a new provider. You might also be able to get faster speeds or free TV channels if you switch. Just make sure you’re out of contract or you could end up having to pay a hefty exit fee.

But money isn’t the only incentive for switching. If you’re not happy with the service you’re getting, you might be able to get a more reliable service or more responsive customer service by moving to a different provider.

Thanks to One Touch Switch, it’s really easy to switch. All you need to do is sign up for a new deal and your new provider will handle the rest, including informing your old provider that you’re leaving and making sure you have minimal downtime.

FAQ

Can broadband companies offer better deals to new customers?

Yes, there’s nothing legally to stop broadband companies from saving their best deals for new customers. There have been calls for regulator Ofcom to change the rules to prevent this - similar to what has already happened in the world of insurance. But for now, the loyalty penalty is still very much a feature of the broadband market. So you won’t get the best deal by simply staying with your existing provider. When you haggle, you need to show that you’re prepared to walk away.

Is it worth haggling with BT?

Yes, it’s definitely worth haggling with BT. According to Which?, half of customers surveyed said they found it easy to haggle for a better BT deal. We recommend calling their customer service department 30 days before your contract is due to expire and ask to speak to the cancellation department.

Do your research before you pick up the phone so you know what other deals are available. And include any TV channels or landline deal you want in your negotiation. But if BT won’t offer you what you want, don’t be afraid to vote with your feet and switch to a better deal from another provider.

When should I switch broadband before my contract ends?

The best time to renew broadband is around 30 days before your current contract ends. This is the time to:

• Compare the deals out there
• Haggle with your current provider for a better deal

You can’t actually start a new contract until the fixed minimum term of your existing contract is up. Your current provider should let you know this date is coming up between 40 and 10 days beforehand. There’s no rule about how they do this, but if they fail to do it at all, you can complain to Ofcom.