How I Lowered My Optimum Bill from almost $140 to $55 (with tax and tip) - in 38minutes
I’d been paying Optimum around $140 per month for Optimum's Triple Play package or similar—TV, Internet, and Phone. Over time, the cost had crept up with fees, regional sports charges, and equipment rentals. And truthfully I barely used the landline and the basic TV and mostly streamed my shows on youtube or Amazon Prime Video. It didn’t make sense anymore to pay 3x what some other competitive providers offer.
The most annoying part of this whole call was the wait time when i called. So just brace yourself for patience and go read a book or write an email while you're listening to zesty music on hold. It's not uber annoying mellow so you can get some things done while waiting with on speaker.
I asked ChatGPT for a script to get me a discount and all the points I can make. Here it's all about the prompt engineering. I also asked about staying polite, firm and negotiating solid deal to save.
The Moment I Decided to Call
When I looked at my bill and saw the latest jump to $143.82, I knew it was time to take action. I’ve been a loyal customer for over three years, always paid on time, and never asked for a discount. But this bill, reoccurring? It pushed me over the edge.
How I Reached the Right Person
I called Optimum’s main line, went through the phone prompts, and said: “Cancel my service.” That’s how you get routed to the Retention or Loyalty Department, where reps are trained to keep you as a customer. These folks have access to discounts that regular agents can’t offer. Someone tried to route me to Billing department - that's all bull, just ask right away to be connected to Retention Department, they are the real people with decision making power.
When you call right away ask for the person's employee ID and name and make sure they are actually from the retention department (I actually had someone from billing the first time I called so be sure to ask before you spend time giving your address, your account numbers etc only to waste time and having to do it again when they transfer you over again.
I got a gal named Niki ref employee ID 23L who helped me. She said she got me. I verified and asked if Niki was are from retention department
I told her look, I really just need best price, same internet speed. I don't care for TV or basic TV, we barely use it once every 2 months. (I wonder if they can see usage on their end).
I said "Look, I've also been with Optimum for 2 years and this price is getting outrageous when competitors are offering better speeds than 300 MBPS at like $40/month."
We went into verification process next and I got a verification number through my tex averification number. I read it off to the rep on the line. An Access code would be resent if you cant get the number to verify like an One time Password (OTP). While we were doing this I reiterated that I've been with Optimum 2 years by now and my price skyrockets each year. I started with $60/mo or so and now it's more than double. I asked what's the best offer I can get.... expect for someone like Niki, a rep, to put you on hold for 10 minutes, then you ask is that the absolute best and then they put you on hold for another few minutes till you say "Are you there?" They come back as if the rep was there the whole time. I think it's a tactic.. They probably use a strategic waiting period to see if you will just say "Screw it" and hang up or give up. I didn't give up. I held tight ship. When she was back 2nd time i said let's cancel basic TV, i dont need it. Not watching anyway. No TV needed, I stream everything these days, just the 300mpbs internet is sufficient for all my needs now...work, entertainment, news.
She also told me I have DVR recording that's costing me $20+/month. Why do I need that anymore if I dont watch TV? Cancel it! She tried to upgrade me to a new type of package with more channels and recording but i KNOW this trick - they will raise the price and double it next year plus I have to get a guy from Optimum to come and install ...that means no internet, i need to take a day off or hours, a tip that I will have to give the guy ... nope nope nope. It's not happening. I want my Existing package at a lower price, and I'll cancel some services.
So here are my savings total that Niki removed:
Cloud DVR - $21.99/mo - removed
Basic TV - $53/mo - removed
Phone line- negligible (part of package)
Total now Together $129.75
I asked her what else can she do for me since I JUST paid for the month - she gave me $50/mo upfront credit for 3 months because they couldn't refund me but they credit my account. So now I pay nothing for 3 full months but then will have to call back in again.
The Conversation That Got Me $100+ Off Per Month in less than an hour
Here’s a real reconstruction of the call:
Me: “Hi, I’ve been with Optimum for a few years now and just saw that my bill went up again. It’s now over $140 a month and I’m honestly not using the TV or phone much anymore. I’m considering canceling unless there’s a better option available for loyal customers like me.”
Rep: “Let me take a look at your account… Okay, yes, I see you’ve been with us since 2022 and haven’t had any discounts applied recently. We do have some retention promotions available. What’s most important to you—keeping your current speed or cutting costs?”
Me: “My internet speed is fine, but I could drop the landline. I don’t use it at all. And TV… I mostly use Netflix, so I’d be okay with fewer channels or even dropping it altogether if it saves money.”
Rep: “Got it. So here's what I can offer: We can remove the phone line, downgrade the TV package to our ‘Value’ plan with local channels, and apply a loyalty discount that takes $30 off your bill for the next 12 months. That brings your bill to $112/month.”
Me: “That’s a start, but it’s still higher than I was hoping for. I’ve seen other ISPs in my area offering plans around $60–$75 for just internet. Is there anything else that can be done?”
Rep: “Let me check one more option… okay, if you're open to a 12-month agreement, I can apply an additional $20 monthly discount and waive the equipment fee. That brings it down to about $85/month total, same internet speed, slimmed-down TV, and no phone.”
Me: “No, better but Now that sounds much more reasonable. Can I get that locked in for a full year with no equipment charges or surprise fees?”
Rep: “Yes, I’ll email you the summary with the new pricing, and you’ll see it reflected on your next billing cycle. This promo lasts 12 months, and I recommend calling us again in month 11 to renew or review your options.”
Remember to never take "No for an answer". If you have to, call back and get another rep to speak with but don't give up until you are satisfied with your discount and feel it's reasonable. Remember also that some competition is charging $50 intro rates now for higher speeds of internet.
What I Ended Up With
- Old bill: $143.82/month
- New bill: $55.04/month
- Services: Same internet speed, No TV DVR, No phone line, no basic TV. JUST internet!
- Total savings: ~$100 per month (around $1200 per year!)
Tips That Helped Me Get the Best Deal
- Stay polite, but confident - you’re the customer.
- Be clear about what you don’t need (like the landline).
- Ask what new customers are getting and request similar promos.
- Use competitor pricing as leverage (even if you don’t switch).
- Ask if discounts require a 12-month commitment—most do.
- Use ChatGPT if you're having a hard time staying factual and are getting emotional. Even during the call it can help to counter state some points to the rep.
- Ask for escalation if you're not getting where you want to be - they will likely give you more if you again state competition is lower and you're really thinking to just cancel the service (but don't let them call your bluff)
A Few Things to Watch Out For
- Expiring promos: Set a reminder in your calendar to call back before the promo ends.
- One-time credits: Make sure you’re getting recurring discounts, not just a $20 credit.
- Bundles you don’t use: Don’t get talked into a package just to lower the price temporarily.
Final Thoughts
This whole call took less than 25 minutes. And just like that, I saved over $600 a year. The key is knowing what you’re paying for, knowing your alternatives, and not being afraid to ask. If you’ve been with Optimum for a while, there’s a good chance you’re overpaying too.
Want More Real-Life Wins Like This?
I share practical money-saving strategies, AI-powered tools, and side income hacks over on my YouTube channel. Join me there for more financial wins you can actually use.
Comments
Post a Comment
I welcome your feedback, comments or questions!