TL;DR: When your broadband, mobile, TV or insurance is out of contract, call retentions and ask them to match or beat a rival’s price. You’ll often get a loyalty discount, upgrade, or free add-ons—without switching. Use the scripts below.
Why this works
- Providers spend a fortune acquiring new customers. It’s cheaper to keep you.
- Retention teams are allowed to use special tariffs and discretionary credits that sales agents can’t.
- Post-contract prices usually jump. Negotiating at renewal can reverse the hike or beat new-customer offers.
🧠 Name game: In the UK, this is called retentions, loyalty, or re-contracting. For mobiles, request your PAC (to switch) or STAC (to cancel) if needed—this triggers serious offers.
Where you can haggle (and what to ask for)
| Category | Who to try | What to ask for | Typical wins |
|---|---|---|---|
| Broadband & TV | BT, EE, Plusnet, Sky, Virgin Media, Vodafone | “Match new-customer price”, faster speed same price, TV pack discount, fee waivers | £5–£25/mo off, free speed bump, free activation |
| Mobile | EE, O2, Vodafone, Three, VOXI, Lebara (less haggle needed), giffgaff (no haggling) | SIM-only after handset is paid, extra data, roaming add-on, new-customer price | £5–£20/mo off, doubled data |
| Home/Car Insurance | Admiral, Aviva, Direct Line, LV=, Churchill, etc. | Match best comparison price, excess tweak, add ons (courtesy car, breakdown) | £40–£200/yr off, better cover |
| Streaming / Gyms | Netflix? (no), Disney+, NOW, gyms | Pause, student/annual pricing, re-join offer | 1–3 months free, 20–40% off annual |
| Landline/Bundle | Same as broadband/TV | Remove unused landline or re-bundle | £5–£10/mo off |
⚖️ Note on insurance: The FCA banned certain “loyalty penalties” (price-walking). You may still be quoted high at renewal. Always compare and ask them to match your best quote.
The 10-minute retentions playbook
- Check your contract clock
- Are you out of contract? Great—maximum leverage.
- Still in contract? Ask the early-recontract team; they can sometimes switch you to a better plan without fees.
2. Research a true alternative
- Grab a comparable deal (same speed/data) from a competitor or the provider’s new-customer page.
- Screenshot the price.
- Call/chat and ask for the right team
“Hi, I’m looking to re-contract or cancel. Could you put me through to the retentions/loyalty team?”
- Make a clear ask
“I’m out of contract and seeing £X with [Competitor] for the same package. Can you match or beat that?”
2. Push—politely
“Is that your best retentions price? If we can’t match this, I’ll need my PAC/STAC (mobile) / I’ll schedule a switch.”
3. Lock it in
- Get the offer in writing (email/text).
- Confirm term length, mid-contract price rises (CPI+X%), and fees.
- Calendar the new end date.
Word-for-word scripts (copy/paste)
Opening:
“Hi, I’m out of contract. I’m considering switching to [Competitor] £X for [speed/data/package]. Can I speak to the retentions/loyalty team to see if you can match or beat it?”
If they push a higher price:
“Thanks—new customers get £X for this. Could you match new-customer pricing for loyalty or offer a retention discount?”
Still too high:
“Is that the best retentions price available today? If not, I’ll need my PAC/STAC / I’ll proceed with cancellation.”
Win condition:
“Great—please email me the offer with total monthly price, term, and any mid-contract rise. I’ll accept once I’ve reviewed.”
Provider-specific nudges
- Virgin Media: Retentions can be generous; escalate politely if first agent can’t help.
- Sky/BT/EE: Ask for re-contract discounts or speed upgrades at the same price.
- O2/EE/Vodafone/Three (mobile): If your handset’s paid off, move to SIM-only—huge savings.
- SIM-only MVNOs (VOXI, Lebara, Smarty): often already cheapest; little haggling needed—switch if legacy network won’t play ball.
- Insurance: Quote your best comparison-site price and ask them to match it like for like.
Common pitfalls (and how to dodge them)
- Mid-contract price rises (CPI+X%)
Ask: “What will the total price be after CPI+X?” Consider 12-month terms if you want predictability.
- New contract traps
Don’t accept a tempting discount that adds unwanted extras or extends longer than you want.
- Bundling bloat
Remove unused landline, TV sports packs, or roaming you don’t use—unbundle before haggling.
- Insurance cover gutting
If you match a cheaper quote, confirm cover is like for like (excess, courtesy car, legal, personal possessions).
How often to renegotiate
- Broadband/TV/Mobile: Every time you hit the end date (set a calendar reminder).
- Insurance: Annually—shop and match.
- Gyms/Streaming: When usage drops—pause or ask for a retention rate.
Quick wins you can do today
- Check if your mobile is out of handset contract → switch to SIM-only (often saves £10–£30/mo).
- Run a broadband speed test. If your line supports more, ask for a free speed upgrade at same price.
- Pull your best comparison quotes for insurance; call your provider to match.
- Audit your bundle—cut extras you don’t use before you call.
FAQs
Q: Will threatening to cancel damage my credit?
A: No. Asking for PAC/STAC or giving notice doesn’t affect credit. Just don’t miss payments.
Q: Is switching better than haggling?
A: Sometimes. If retentions won’t match, switching secures the new-customer rate anyway.
Q: Can I negotiate while in contract?
A: Yes, but leverage is lower. Try an early re-contract or package change with fee waivers.
Make it stick (with tools)
- Savings Distribution “Splitter” (free): set standing orders that mirror your new bills and savings targets.
- Budget/Expense Tracker: see the savings show up each month, not just on paper.
- Best Places to Keep Cash (UK): park your Buffer/Emergency Fund where it earns.
Related: "15 Stealthy Expenses Draining Your Wallet”
Copy-and-keep checklist
Out-of-contract date noted
Competitor/new-customer deal screenshot
Retentions line called; “match or beat” asked
Best price confirmed in writing
Term, CPI+X, fees checked
Calendar set for next renewal
