Hey, listen, the way to deal with internet companies is to tap into your inner grandma (I do not care how old you are or what your gender is):
1. Ask very politely for a phone number. DO NOT discuss billing over chat. Chat records everything, and, while phone does too, agents have more agency over the phone.
2. Be EXTREMELY polite and nice. Thank the agent constantly for their help, tell them you really appreciate them, apologize for being difficult.
2. MAINTAIN politeness and tone. Do not get frustrated. If you get frustrated, their Customer Service (tm) mask will snap on and you’ll be fucked.
3. Hem and haw on higher prices, saying you can’t afford that and things have been really expensive lately. Ask for lower price tiers or non-unlimited plans. For the love of god, do not show interest in adding anything (phone lines, more speed, ect.)
4. If they can’t match your last years’ price within $5, thank them profusely for trying but say you’ll look into other providers but that you really appreciate the time they spent with you.
5. Call back and get a new agent and repeat, but take breaks so you don’t get frustrated.
Source: I have been paying $25-$35/mo for unlimited internet from 2020-2026. I just got my plan for this year reduced to $30/mo and it took 20 minutes. I have also worked for many years in customer service. Be their best customer of the day. It works.
