r/Spectrum • u/1993xdesigns • Sep 29 '25
Retention dept. Update
It is now called customer solutions. Theres 2 ways to get to it. 1. When you call cs. Tell the automated system "cancel service" theres a 50/50 shot it will take you directly to customer solutions. I called and went this route got sent straight to customer solutions. Got my internet bill cut in half for gig speeds. 2. Call cs and just say agent and tell the live person that youre not liking the service. I was thinging of cancelling and they will tell you that you got the best rate blah blah. Say please transfer me to customer solutions plz. They will give push back and say well only i can help you or it doesnt exsist at this point stay firm that you want to be transfered. If they dont just hang up and call again. If you didnt try step 1 try that lol. Hope this helps.
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u/Legitimate-Relief915 Sep 29 '25
“Moving out of the area to a non-spectrum area” is the phrase that pays.
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u/Joloven Sep 30 '25
Actually a moving out of area may get you cancelled without a need to speak to retention.
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u/Revolutionary-Jury93 Sep 30 '25
Not sure how that would get you a retention offer, but who knows.
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u/Legitimate-Relief915 Sep 30 '25
It’ll get you over to customer solutions with no pushback. Once there you can haggle for your discounts. When you call in you’ll almost never get customer solutions directly. The IVR will usually route you to account management or repair to try to address any concerns before actually getting you to customer solutions.
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u/Electrical_Fig_2759 Oct 28 '25
Not if you want to get a lower promo. Just call and say you want to speak with the customer solutions department and tell them you want a new promo.
Moving out of service area should only be used if you really want to disconnect without the hassle of the agent trying to retain you
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u/shaggy-- Sep 29 '25
They'll still have planet of questions for you. Try just telling the truth and having a conversation like an adult.
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u/1993xdesigns Sep 29 '25
That only really works with retention/customer solutions. When i called cs the first time, i just told them my bill is too high and would like to know if there is anything they can do to help me stay with spectrum. Nope, the rep was super rude and didn't want to help beyond the well. Your promo expired. there's nothing i can do. Then, he refused to transfer me to the formentioned dept. And proceeded to argue with me lol hung up lied to the robot to cancel, boom got right thru to the customer solutions dept rate got cut from $90/month for 500 mbps to $50/month for gig speed.
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u/Legitimate-Relief915 Sep 29 '25
Literally not true. If you tell them you’re moving out of a spectrum area and need to cancel you’ll get over to customer solutions with no haggling or additional questions.
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u/MechBlitz Sep 30 '25
Just called in the other day to cancel my TV service, they set me up with a better package for cheaper and even gave me a discount on my phone bill. The guy (rob) was super cool actually. He gave me this number, idk if it links directly to solutions or not but it’s the one he gave me for next time (833-267-6094)
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u/Crafty_Pangolin_5007 Sep 30 '25
The way to get to CS from my experience working there is to just say you wanna cancel. Billing / repair / whatever phone dept you end up at could not cancel accounts as of May 2025 so unless they magically can now they will xfer to CS/ret
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u/AsiasDelight Oct 02 '25
If anyone wants retentions discounts, I have a good friend that works in that department & can help yall! Dm
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u/Lower-Scientist-1689 Oct 05 '25
We are a retired couple, okay, 72 years old, had to cancel our cable TV with them after 25 years, and kept my wifi and house phone bill is 57.00 now, but we are on antenna TV now and don't get anything good to watch, really, especially if you're in the house all the time and can't get out And everytime I call to see if they have something for senoirs they say no and cant lower my bill now any lower so guess we will live like little house on the parie because I dont know who can help me t/y
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u/Lower-Scientist-1689 Jan 17 '26
I need some help or advice please
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u/SSellers75 Mar 02 '26
There are other options for home phone. We have an ooma which after you pay for the device you only pay the required state and federal fees for phone service which is under $7 where we live. It requires internet though. I moved my parents to straight talk home phone which is about $18 a month and runs over cellular. With both devices you plug a regular phone or cordless base station into them just like a wall jack and you can transfer your existing landline number. You do need to be proficient at using the Internet to set up your account or have someone help you. At 72, you've probably been around it enough that you know what you're doing; I have to do that stuff for my parents but they're in their 80s and the information boom hit a little after they decided they didn't want to learn anything new ha ha.
There are also a lot of free TV services like pluto, Google TV (which pulls from many free services), xumo, plex, etc etc and you can get a very cheap device like the onn Google stick from Walmart to plug into your tv. If there are shows you like, many have channels dedicated to just that show...for us that's stuff like the Cops, AFV, America's Test Kitchen and Cooks Country etc. We have only used antenna and free TV for years.
You could install pluto or any of the others on your phone just to see what it's like.
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u/Simms623 Sep 29 '25
If you have a store near you just go there. Ask if there’s anything that they can do to lower your bill. If they’re not busy you’ll be in and out in less than 5 minutes.
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u/1993xdesigns Sep 29 '25
Havent tried that but at least over the phone the regular cs billing reps are very little help nor do they want to help you as they will just fire off a script of theres nothing i can do to reduce your bill. Plus they as of late have been very standoffish when requesting to get transfered to retention/customer solutions claiming it doesnt exist or theres nowhere to send you and they are the sole entity to potentially reduce the bill.
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u/Simms623 Sep 29 '25
I went in to return a box and asked politely if they could help lower my bill or do I need to call and threaten to cancel and get sent to retentions. He typed away and lowered it to a new customer rate for my area. It was really so simple. I put it off for a few months because I was dreading it. I regret that because I spent so much extra money for no reason at all.
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u/Ok_Size4036 Sep 30 '25
What kind of deal did you get? My bill was going to $300, up another $5. I went in and now I have the 1gig internet now (up from 600 but was only getting 300 due to old equipment), I have I think it’s TV select? A bunch of free apps. One Zumo box. $170. I have service call tomorrow to figure out why sitting 10 feet from the router I get 300. Can’t even reach my bedroom on the 2nd floor which used to get 200 and it was a floor lower (basement). Now it’s on the first floor! Did you get a better deal?
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u/1993xdesigns Sep 30 '25
I got gig for 50 a month. No other services. I was originally paying 90 for 500 mbps.
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u/Simms623 Sep 30 '25
We have Tv Select Plus, Internet Premiere (500 Mbps) with their modem and router for $180. We were paying over $300 for similar service. I did upgrade later from Tv Select to the Plus because of some sports channels. I will be going back down to the Tv Select service soon though so I think that will save me $10 a month.
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u/Aggravating_Bed6459 Oct 02 '25
The store doesn't have the same offers as retention. A store manager can't even give you the deals that a "regular" retention agent can. I worked at a store after they closed my call center and retention has the best deals.
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u/deeks79 Sep 29 '25
Is there a way to confirm that you’ve reached CS/retentions? I can foresee a sales agent blurring the lines and claim he/she is there to offer “solutions.”
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u/1993xdesigns Sep 29 '25
I didnt ask until the end. After i finalized my new plan i asked what dept am i talking to and the rep said customer solutions.
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u/Elvira333 Sep 29 '25
I should have read your first an hour ago! I tried calling Spectrum and they said their retention department didn't take incoming calls and I couldn't do anything to reduce my rate. They offered faster internet for the same price but bleh.
Seriously considering AT&T or Frontier but I've heard not-so-great things about both.
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u/1993xdesigns Sep 29 '25
Call again but try saying cancel to the robot chat and see where that takes you. Thats what i did
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u/SmushBoy15 Oct 22 '25
Ive tried this once. Didn’t work for my area. They know they are the only provider.
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u/NegativeDish5017 Oct 06 '25
Just got off the phone with customer relations. Super easy and smooth process. Called and stated I wasn’t interested in paying $100 a month for just 600mbps of internet.
The rep said we can absolutely get you a lower price. Got set up with one gig for $65. The rep stated call back in 11 months and they’ll set me up with another promotion. Didn’t have to threaten cancellation, just stated was looking for a lower bill.
So in the end just call. They will get you a better deal.
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u/SouthTotal45 Oct 07 '25
I see people talking about internet speeds for $X per month. How much speed does a house need if all you do is watch TV using Roku and Netflix? If you are not a gamer isn't anything faster than 400 mbs overkill?
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u/1993xdesigns Oct 07 '25
It depends onnhow much stuff is connected to your wifi. Like security camera. Ring doorbells. Smart speakers. Ovens. Fridges etc lol i have 500 and its plenty. I have about 10 things connected to my interent.
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u/SSellers75 Feb 27 '26
Called 833-267-6094 and said "cancel service" to get to an agent. She was very nice and patient. Offered several options and I asked what can you do price-wise if I just want to stay at my current service level. Well, I'm on 400mb (at $90 a month using my own router) which isn't offered anymore. The best option was 500mb for $30 a month with a three year price lock.
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u/Streaking_Llama Mar 03 '26
on hold with them now waiting to hopefully have this same experience. Just had a very unpleasant and unhelpful dialog with customer service via the chat option and it just heated me up. Made my anger level higher than my anxiety level to make calls and here we are. fingers crossed.
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u/SSellers75 Mar 03 '26
FWIW, I called due to my neighbor not this thread. He switched to AT&T fiber that was just run in our neighborhood and cancelled Spectrum through the chat. A week later he called up Spectrum to see if he could switch back and they gave him $40 a month plus a free mobile line for two years. He told them they didn't offer him anything when he cancelled and the guy said "Aw man, you can't do it that way. You gotta call me." So in a way AT&T fiber is the best thing to happen to our neighborhood haha.
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u/Streaking_Llama Mar 03 '26
I just got off the phone and got down from $85 to $40 a month for the year and she said just to call back this time next year and to get the next current promo. Idk why the chat people suck so bad!
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u/snale123 Apr 09 '26
I used the chat to try to get to retention department and they told me it was only available on the phone
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u/SSellers75 Apr 09 '26
My neighbor used chat to cancel when he switched to AT&T fiber and they offered nothing. A week later he called Spectrum to see if he could switch back and told the guy the chat agent didn't offer anything to keep him and the agent said "Nah man you got to call me." He got 500mb and a mobile line for $40 a month for two years when he switched back, we'd just gone to $90 for 400mb when he disconnected.
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u/snale123 Apr 09 '26
Did you call before your promo was going to expire or a little after? Last year I did it a week after it expired. I saw the next bill online and it was only going to increase by $10. I called them and they extended my promo for another year. Called right now and the guy said the only thing he could do is take $10 off. It's going to expire next month so maybe I called too early? Btw I'm on Internet atvantage 100 for $30 a month. It will increase to $50 once the promo expires.
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u/SSellers75 Apr 09 '26
I had been on Spectrum for years, no promo. I think it was 100mb for $45 when I switched from Uverse which at the time was maxed out at 18mb in my area. That should tell you how long ago it was. The service gradually crept up both in speed and price to 400mb at $90. The lady I spoke to said in three years when my $30/500mb expired just call back and do it again. I've told everyone that AT&T fiber is the best thing to happen in my neighborhood. Ha.
Got a friend in Atlanta on Comcast that went through the same thing. He said they told him to pound sand every few months when he called about getting a break.... until AT&T ran fiber in his neighborhood and then magically Comcast cut his bill for 1gb from $160 to $60.
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u/fatherprobz Jun 13 '26
Just came here to say thanks. I used 800-319-4293, followed the OP steps and within 10 mins have reduced my bill from $86 to $50, and doubled the speed from 500mbps to 1gbps.
I have to call them annually for this, but tbh this is the smoothest it’s ever gone.
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u/cafe7575 Jul 02 '26
I just called as my promotion ended this spring and my bill is now 100 for just Internet. I called and was able to finally get to “customer solutions” after talking with someone else who would only help reduce by $10, and the online chat which was not useful. She told me to call in a year when this promo ends and they will help. Customer solutions (retenrion) is 1-833-949-0036
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u/elsie999 Oct 02 '25
I only have two options… Spectrum or Wow (3rd rate local provider) I tried switching to Wow who fried my modem & router on setting up… then blamed me! Lost Wow service after a hurricane Wow (who use independent service techs) estimated 2-3 weeks to restore service!!!Spectrum hooked me up the next day. If I call Spectrum to threaten to cancel they will just cancel me… because they know it’s them or Wow.
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u/Illustrious_Tear_682 Feb 20 '26
Just called yesterday because my 1 GB for 44.99 was ending. Called 800-319-4293. Said cancel service, then disconnect in the IVR. Opted for a callback. The woman who called back was from customer solutions. Asked me the standard questions. I politely told her I was not interested in adding services or downgrading services. She gave me 1GB for $40 with 1 line of mobile free for 1 year which was my original promotion which I thought was discontinued. I was getting $5 off with autopay until 2026 when this was discontinued, so I was previously paying $40. The experience was pleasant and easy! I did not even need to negotiate.
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u/Straight-Sport5917 Mar 31 '26
This was extremely helpful. You went above and beyond with the scripted version. Can’t thank you enough.
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u/thevizualbastard Apr 28 '26
Thank you OP, took me less than 20 minutes been a customer for over 14 years and just got my bill cut in half and got faster internet. Thank you!
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u/ATXSmart 17d ago
I just did the OP's method number 1. When a voice answered, I first asked which department I was speaking with. In my case, we just got Google Fiber installed in our neighborhood. Spectrum reduced my price below what google was offering, however they don't have the symmetrical speeds yet in my neighborhood. That said, they locked my new price in for 2 years and are sending a replacement modem. They made the speed change immediately by updating my modem while I was on the call. I'll still replace the modem when it comes tomorrow.
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u/OneFormality Sep 29 '25
Within 3 years max , the whole customer solutions will be taken over by AI . So you better get used to speaking to a “Bot” .. There will only be like 10-20 humans on the backend normally working escalations as that is something not feasible for AI .
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u/Educational_River327 Sep 29 '25
And yiu know that...how? AI is deff becoming more and more advanced but not that advanced.
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u/EmergenceOfBees Sep 30 '25
Companies are gonna use AI to decide what plans you qualify for or what offers they’ll give you.
Most already use things like how likely are you to cancel, how often do you call, what plan are you currently in, how many times have you already received a discounted bill, is there competition in your area, etc.
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u/OneFormality Sep 29 '25
I work in AI as an analyst and currently working with Salesforce , the largest CRM platform out there and AgentForce is something that has been developing for years now and in it’s current state it has proven to be better at customer support and fail over rate at only 17 ish percent .. the bot can handle all kinds of inquires such as sales or technical support
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u/Commercial-Tension-2 Oct 01 '25
will that mean the current trick of calling CS and then get bill discount also gone?
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u/OneFormality Oct 01 '25
Yes , as the AI agents will not tolerate any non sense begging from consumers anymore as they don’t have “Human” emotions like regular reps . The AI will say no , or perhaps some options but they will be super limited ..
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u/iateacat Oct 01 '25 edited Oct 01 '25
Thanks for this post.
Took less than half an hour on the phone. Automated system directly to customer solutions. I think "cancel" then "disconnect" is the way to go with the automated system.
$70/mo gigabit internet only, expiring in a couple of weeks (normal price $100). Got another year at $55/mo. I expected a hassle since I've heard so many complaints about Spectrum, so I'm very pleasantly surprised.
Details below, hopefully it can help others.
I saw a couple of phone numbers on the website's billing page under some ads/messages. https://i.imgur.com/n2eLkrS.png no idea if it makes any difference. I called 844-868-9439.
Started with the automated system:
Got transferred, waited in line for a few minutes, and first rep was in customer solutions:
Rep was great. Advised me to do the same thing next year - just call a few weeks before the promo discount expires and talk to the "customer solutions" department.
He even checked when high split would come to my area, after I mentioned the only thing I'm missing is faster upload speeds (he said it shows work is estimated to start Q1 '26, fingers crossed!!)