📅 Notes from Me: This article was originally written in 2012, back when cable TV was still mainstream, Netflix didn’t have ads, and the term “cutting the cord” wasn’t a lifestyle yet. Since then, Canadian telecom costs have continued to rise, but so have our options. We have options from internet-only bundles to mobile-first streaming services. This post remains a helpful reminder. Negotiating still works.
As I mentioned a while ago in Have You Spoken to Our Customer Retention Agent, one phone call can save you money. Sometimes, it may save you a lot. You must first make that phone call.
I re-read the comments on my posts. I saw that more than one of my commenters said they call Rogers every time to get better deals. So, I went to refresh my memory about how much I paid to Rogers for Cable and Internet access. I was astonished to see how high my rate was. I was annoyed with myself for not doing something about it sooner.
It was all quite easy, I called, and once I found the right person to talk to (after 3 different transfers), I got a young lady, who said she could help me out (this is after the first young man I spoke to actually did say, “… it sounds like you are thinking of changing your Cable service, you should talk to our Customer Relations team…” (I kid you not, a bright young man)).
The Conversation 🦜
I started by mentioning that I have been a long-time Rogers customer. The young lady corrected me. She said, "Sir, you have been a customer since 1991." That is indeed a long time. She got on my good side by pointing that out.
Typical back and forth discussion about what might and might not be possible, and then the all important, "... I am going to talk to my supervisor, may I put you on hold sir?", part of the game, and 5 minutes later she returned (my guess is she went to the bathroom and got a cup of coffee, but I can't be sure of that), I was told that because I was a long time customer and because I have both Cable and Internet with Rogers, I was going to get a $50 a month discount.
This discount only came if I agreed to a 2 year contract. Over that contract, I will save $1200 on what I am currently paying. I am not complaining, that is for sure. I also tried to get something free on the Cable side. However, she wouldn't budge on that one. I was hoping to get the movie network free for a month or two, but c'est la vie.
Here is another example of what can happen. You just say to your service provider or bank, "I don't like the price I am paying for this service".
Follow-On: The Value of Persistence
The lesson here? Persistence pays literally. Most companies rely on customer inertia. They count on you not calling. They expect you won't check your bills. They also count on you not questioning the creeping fees that magically appear over time.
Making that awkward, mildly confrontational phone call can feel like a Herculean task. But doing it, regularly, is a financial superpower. You don’t need to be rude or threatening just firm, polite, and clear. Ask questions, wait through the hold music, and don’t let one “no” stop you. Whether it’s negotiating your cell bill, insurance premiums, or even credit card interest rates, persistence is key. It turns passive spenders into active savers.
Insider Jokes About the Topic (Cable/Telecom Negotiation) 🃏
Inside telecom circles, there’s a running joke. They say the "Customer Retention Team" is just the "Give You What You Were Already Entitled To" team. Industry folks know that pricing tiers are fluid what you pay often depends on how loud you complain.
Another classic: “The real deal isn’t on the website it’s in the transfer queue.” Everyone internally knows the first-level reps can’t do much. However, once you drop the magic phrase: “I’m thinking of switching.” They then route you to the folks with all the goodies.
Want proof? Check out Reddit threads like r/PersonalFinanceCanada. There are entire playbooks for negotiating with Rogers or Bell. They include scripts, tips, and shared war stories.
Bonus tip: Always call during business hours. Avoid calling at month’s end. Agents are swamped then. They are also stingier with discounts.
Change FAQ
Yes! If you’ve been a customer for a while, most providers have a “retention team” or “loyalty department” that can offer lower prices or special deals. This is especially true if you hint at switching to a competitor. Just be polite, persistent, and don’t take the first “no” as final.
As a young Canadian in 2025 who’s juggling rent that costs more than my parents’ first mortgage, I respect this article — but it also highlights a generational divide. Cable? In 2025? Most of us are streaming, stealing, or outright cancelling traditional subscriptions. Still, this advice is timeless — whether it’s Rogers, a mobile plan, or Spotify Family, negotiating is a life skill.
That said, the original post could be updated with examples that resonate today — like haggling with Bell over internet bundles, or calling Telus to negotiate a data plan after threatening to switch to Fizz. Also, maybe throw in a script or cheat sheet for readers like me who get mild panic attacks just thinking about phoning customer service. We weren’t raised with landlines, OK?
Before calling retentions, it pays to research what they are offering. Red Flag Deals can be your friend, you can find threads about retentions deals for most companies.
Rogers Cable, for example:
http://forums.redflagdeals.com/merged-rogers-cable-retentions-new-customers-deal-thread-785331/
Hey there,
Read this article and found it amusing as I have always been on the other side of the table. I am from customer service and deal with such customers day and night. 😛 nothing bad about it, but yeah all companies hate to lose old and loyal customers, so we are pleased to offer discounts to customers rather than losing them. Another interesting thing I read few days ago through a Linkedin article, Google has recently launched its internet service in Kansas city, Missouri. It is 1 GBPS!!!!!!!!!!!!! for $70 a month. Now compare that to the rest of the ISPs. Soon we will have high speed internet cheaper than a soda, hope so.
Thanks!
Kenneth
Be very wary of Roger’s (as with any oligopolist)– demand a fixed price quote. Their monthly fee is supposedly subject to change, even though it’s a gross violation of consumer protection law. That’s how they pushed through their recent $2 a month increase. I didn’t pay it.
Plus, with Roger’s, I got three months free, and for the remaining 9 months I paid $50-ish with tax, for their “Extreme” package. They were always trying to get me to buy their other services. I told them I don’t want a home phone, if they offer me a BETTER cellphone deal than Telus I’ll switch (they never did), and I don’t watch TV enough to justify it. Internet is everything I need.
And I go where the deals are; now I have Bell Internet.
Good idea! Yes, trust only in steel (to quote Conan)
It pays to talk to Rogers (every once in a while).