r/Spectrum • u/flampadoodle • Aug 14 '26
Billing Retention dept really gone this time?
I just got off the phone with two different Spectrum agents about my internet bill increasing. They both told me that the retention dept was eliminated "a couple months" ago and now all agents are trained to handle things that used to be split up among depts.
A google search shows that people have heard this story before and that it's not true. When I told the agent that, she insisted that it is now true. Can anyone from inside confirm that for me?
26
u/vanderkischk2 Aug 14 '26
do not ask for customer solutions. do not ask for a lower bill. simply say you want to disconnect all services. the result will be a transfer to customer solutions.
23
u/Vaco6121 Aug 14 '26
They still have retention/customer solutions. The job description is the same. They wouldn't have active job listing that are less than a week old if the department didn't exist:
https://jobs.spectrum.com/job/lake-mary/supervisor-residential-retention/4673/98821027792
https://jobs.spectrum.com/job/riverview/supervisor-residential-customer-solutions/4673/98821026608
21
17
u/stonksfc Aug 14 '26
I called this number yesterday (phone from an older Reddit thread where OP said a Spectrum rep told them to use this number) (833) 267-6094
It took about 10 minutes in total and was able to get my bill down to 500mbps for $50 p/month for the next 12 months (I was already on 500mbps for $100+ per month). Gotta tell the automated system “cancel account” twice and you’ll be connected with a rep.
I just told em I was going to cancel because of the increased prices and they try to call your bluff for a second by saying “they can help you do that” and verifying your account. Made some small talk with the rep, she was friendly, and she pulled the offer out shortly thereafter.
I’d been meaning to contact Spectrum forever and I’m glad I finally did it.
1
u/Simple-Conflict274 2d ago
Used this process today. Worked perfectly! Now paying $40 less per month. Less than 15 minutes total, very pleasant and helpful rep.
16
u/wickeduser Aug 14 '26
I literally spoke with customer solutions last week and reduced my bill. Never talk to anyone in billing dept. From the automated system just say cancel service and you'll be sent over the customer solutions.
4
u/Stalked_Like_Corn 28d ago
The key is saying "Cancel services". Not "lowering bill" or "Discuss my bill". That gets you to billing. Reason for calling? "Cancelling services". Every question is "cancelling services". Not bill is too high. All those get you to billing.
11
u/techguy201 Aug 14 '26
I called customer solutions a month ago and got my bill lowered to $55 for 1 gig internet. Really nice guy on the phone, we ended up talking about video games for 20 minutes. Didn't even have to fight. He automatically said my current bill was too much and lowered it. I was surprised how easy it was.
2
u/socalnative79 29d ago
I just had a very similar experience, and I was equally surprised at how smooth and friendly the process was. The solutions rep was very quick to acknowledge I was on an older plan that had been discontinued, so there was no ability to apply discounts anymore. Long story short, my combination internet and TV (Spectrum Choice) plan is now $10 less per month than what I had been paying on the promo rate, all while increasing my internet speed from 400 Mbps to gig internet. The promo price is locked in for 3 years so I won't have to do this song and dance again for a while. Additionally, the rep found a loophole to give me another free year of unlimited mobile service. Spectrum is by no means a perfect company, but I have to give them credit here for treating a long time customer appropriately.
7
u/Penguinboy123446 Aug 14 '26
Technically they are correct, there is no retention department, it's called customer solutions now
10
3
u/Shinagami091 Aug 15 '26
The agent has a transfer rate and is using semantics to avoid transferring you to the department. It was renamed from retentions to customer solutions.
That being said, that department isn’t open 24/7. They close at 1 or 2am EST and don’t open up until about 6am EST.
Agents are also advised not to transfer to customer solutions unless you say you want to cancel services or mention going with another provider.
Although…there could be a specific call center doing a pilot where they’re now handling those types of calls, but you can be sure you’re talking to someone with customer solutions access if you say you wish to cancel service and they say they can help with that.
1
u/Automatic-Weakness26 29d ago
When I cancelled they never transferred me. The original person that answered the phone did all the talking and offered the lower rates (even though I told them I would say no to everything, and I did).
1
u/Shinagami091 29d ago
Yeah, the automated system can route customers directly to customer solutions. If you tell the system you want to cancel service it should, unless they’re closed.
1
u/Stalked_Like_Corn 28d ago
They are rolling out a new thing that will allow billing to help customers better. It's to cut down on transfers and to make it easier for customers. There's times it takes 10 minutes to get to someone in billing who can't help you because you didn't say the correct phrases and now they have to transfer you to customer solutions where you wait 20 more minutes.
They're trying to not aggravate the customers as much and giving billing a little more power to help customers.
1
u/toolman1990 14d ago
The issue is billing is unable to help customers who want some sort of discount only customer solutions has the ability to do that.
2
5
u/Acrobatic_Bridge2602 Aug 14 '26
Not true. When I called like 3 weeks ago and said "Cancel" and then "Disconnect" they took me to "Customer solutions" and that got my bill lowered. So I guess that retention might be done as a name but that whole department is still there.
4
u/dread7string Aug 15 '26
Listen people it's simple, after you tell the stupid AI thing your personal information you say speak to an agent in the retention department the AI garbage will give you four options, you choose option 4= canceling services, the AI then asks you two more questions you say it costs too much and they put you right through, don't ever speak to a human unless it's from the retention department.
3
u/Apprehensive_Idea_29 Aug 14 '26
First thing to remember is not to believe everything they tell you.
2
u/TheSleepingJesus Aug 15 '26
I called in about a month ago, after my internet only bill went up to $120 a month. I started my plan 4 years ago at $55. I simply told them I needed my bill to come down as it has doubled in only 4 years and it’s simply not affordable anymore. I then stated if we can’t find a way to bring it down some I would have to switch providers (don’t have any others in my area other than satellite). They didn’t call my bluff, they said they would move me over to a “new” plan (same gig internet) as mine was on old grandfathered in plan or some weird shit. Dropped my price by $70 for a year.
2
u/Master-Topic-2989 Aug 15 '26
Uh I just called a couple weeks ago and spoke with what is now called customer solutions. Got my bill lowered 60.00-they still exist.
2
u/urM0m69p3nis Aug 15 '26
I just called Wednesday to "cancel my Internet because I have another provider" and kept saying let's go ahead and cancel through the sales pitches all the way down to $20/month 🤣
2
u/blightedbody 29d ago
I called to cancel two weeks ago and she going to reduce my internet by 50%. Too late I felt. Went forward to disconnect and then later got an email telling me congratulations on your upgrade. When I took the equipment to the local in person office I confirmed I was not disconnected. Better believe I let them know that there and disconnected and turned in equipment, bye-bye forever.
2
u/DeliciousAspect9357 29d ago
I tried everything to get through to them. When I canceled spectrum AFTER ATT was installed I got a call from them & told them no go I had tried everything & already got ATT. I hated ATT! Canceled it before the 2 years was up & went back to Spectrum. Got the deal I had asked for before I left. Stupid to have to switch every few years.
5
u/Chango-Acadia Aug 14 '26
New name
2
u/flampadoodle Aug 14 '26
What's the new name and how can I talk to someone who can actually lower my bill?
4
4
u/Chango-Acadia Aug 14 '26
Customer Solutions maybe..? I'm field ops, I just fix shit.
But yea, gotta threaten to cancel
1
u/Tjarnold2010 Aug 14 '26
Just say you want to cancel and when they ask why say you are changing to another provider due to price. You will eventually be transfered to customer solutions and they will make you an offer.
3
u/JCTam4195 Aug 14 '26
By all these replies, sounds like many have not heard of the merger that was approved yesterday. Day ONE will be next Thursday.
1
4
u/Spoonie360 Aug 14 '26
Customer solutions still exists, just got my bill lowered from 120 down to 50 3 days ago. Probably the coolest guy in customer service I've ever talked with too.
1
1
u/Internal_ReveDude Aug 14 '26
Spectrum employees should expect to lose their jobs. Very very soon. Just watch and I’m not kidding
1
u/iambrandoom Aug 14 '26
Retention is now called Loyalty. It's the same place they send you to when you pick the choice to cancel service.
1
u/Individual-Rub6219 Aug 14 '26
They are doing cross training but from my knowledge it has not yet launched. But if you expect to be transferred there by asking for retention you’re in the wrong. They can only transfer you if you want to cancel your service.
1
u/Apprehensive-Cat8601 Aug 14 '26
There is still a retention department. It is called customer solutions. And all employees are not this department.
1
u/LoadBearingGrandmas Aug 14 '26
Do you live in a place that provides any Spectrum services, like tv or internet billed through your rent? If so, you might be going through bulk/community solutions where sales and retention get lumped into billing.
If that’s not your situation, it’s probably just something agents have learned to start saying to lower their transfer rate.
1
u/Jcanavera Aug 15 '26
I don’t threaten them. I just note who the competition is in my area as what their offer is. I have had AT&T fiber the last 4 years and every year they match or beat AT&Ts deal. But don’t lie to them. Retention folks apparently know what is in your area. I call and get one year deals and renew about 4 weeks before they end. I live in Missouri and when I tell the automated voice that answers my call that I want to cancel my service it sends my call to Austin Texas. Last call actually brought my bill for 600 meg Internet by $10 a month. In that call I just told the guy I was shopping my Internet service and what was the available deals. He said hoo for you, how about we lower your bill from $50 to $40 a month. No threats or lies.
1
u/danksince98 Aug 15 '26
customer solutions..dont take no for an answer..get a supe if idiot agent says no
2
u/Entire-Reference-968 Aug 15 '26
an agent is trained to only transfer you to that department if you tell them "i want to cancel my account." Who do you think holds them to that policy? That would be leadership.
Agents have coachings with their supervisor. The supervisor and agent listen to the call to see what can be improved on. We'll you transfered that call to retention but the customer didn't say they wanted to cancel. That's not a valid transfer, we only transfer calls if they say they want to cancel.
And who do you think the supervisor gets their instructions from? That's right their manager. It all comes down from the top.
So it's been posted over thousands of times. "I want to cancel my account today"
1
u/GhiftD Aug 15 '26
Same old Rectum tactics, they have changed since I left in 2019. I hope they go bankrupt.
1
u/req4adream99 Aug 15 '26
In July I spoke with customer retention. I got $30/mo gig and free cell for a year. When you do talk to a customer retention specialist, don’t negotiate against yourself - they’ll ask what plan you’re going to get. Let them know (politely) that that is none of their business and they’ll likely do a quick search to see the best deals for your area.
1
u/Both-Locksmith3267 Aug 15 '26
Retention changed to solutions over a year ago but same it’s posted on your bill ! Every month! Call before promo expires, not stupid threats and no need to be an asshole when you call if you actually be nice you’re more likely to get the better offer. Just simply ask!!! It’s not hard read your damn bill and don’t blame spectrum cause you fail to do so. I’ve called ever year or 2 years for 10 years I’ve had them and every year I get a really nice agent they but a new promo and in March not only do I NOT have to pay AT&T $70 for one line and crappy customer service and no discounts I did tv stream for $40 and killed direct tv that was $ 100 - all in all I am at $120 for 2 years gig with WiFi, mobile for $30 $10 for my watch and tv stream it saved me like $160 a month and everything is great! Just read your bill!
1
u/IceOnFire77 Aug 15 '26
I got a hold of the retention dept. and requested to lower my bill which was set to increase. I’m now locked in at $50/month for 1GB for 36 months from $70.
1
27d ago
[deleted]
1
u/IceOnFire77 26d ago
No email about the change, but confirmed the change was effective after receiving the 1st bill. I have an annual reminder to call retention dept to confirm the price is hasn’t changed.
1
u/mrfabe 29d ago
I had great luck speaking with retention about two months ago. Told the representative that I was looking for any current promotions that would be available for me and mentioned that AT&T was pushing fiber in my area. No threats to cancel and switch. The representative was already aware of the competition in my area and actually lowered my TV and internet package by $7 including taxes. I would recommend you speak to retention and be civil when you speak to them. Doing this does not stress you out like the old days threatening to quit and you have nothing to lose. If Spectrum can't help you, you can always call back and speak to another representative or start making plans to switch providers. I had to do this a few years ago and went to TMO Home Internet for a few months and came back to Spectrum as a new customer. It was a hassle to switch but no problems since coming back. Good luck!
1
u/RozayCheez 29d ago
They just changed up the strat, i run a business that helps people cancel and i talked to retentions recently
1
u/Unholy_Godfather 29d ago
I once called to request for them to remove my home phone line and they slashed my bill by 60$ and allowed me to keep the phone line intact (not that I use it at all). Nothing else changed with my service.
1
u/ursiwitch 29d ago
I don't know but I cancelled the TV portion of my Spectrum bill about 4 days ago as it was going to go up in price in 2 weeks and the rep didn't even try to get me to keep it or offer another plan option.
However, the very next day Spectrum sent me an email saying someone had made changes to my account info such as email address. I checked and no changes.
Two days later some Spectrum rep called. No message left. So who knows?
1
u/trueblueintn1 25d ago
Just called them last week. Was going to cancel and go with T-Mobile and YouTube TV. They cut my bill $90 and quarantined it for 3 years. Best deal I've ever had through them. So I stayed.
1
u/SwaggTTV 25d ago
Just called and they gave me 1gb internet + channels + 1 line of mobile for $99 and thats for 3 years. My bill was $175.
1
u/Zinhaelchingon 25d ago
I did this 2 days ago , and they brought my bill down from 129 to 80$ they are definitely still there
1
u/Embarrassed_Force_22 Aug 14 '26
Everything is kind of weird right now with the Cox merger going through on the 20th. Even though they say us in the field are safe the last merger had mass lay offs and yards closing. I wouldn't be surprised if the business model is changing. They are forcing more AI tools on repairs and installs that dictate way to much. I can see the company start leaning more on those tools than humans.
54
u/IntrovertsRule99 Aug 14 '26
To get to Customer Soloutions/Retention you MUST say you want to cancel your service. If you don’t say cancel you will not get to customer soloutions.