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Updated for 2013: Getting a Better Deal from Time Warner Cable… Five Minutes to Save Almost $700

Phillip Dampier March 1, 2012 Competition, Consumer News, Editorial & Site News 249 Comments

Readers: Please find our 2015 Guide to Getting a Better Deal from Time Warner Cable here. You will find the latest negotiating strategies and deal information in that updated article. 

Time Warner Cable just won’t let you say goodbye, if they can help it.

A year ago, your editor fought for a better deal from the cable company that has served him since the 1980s.  With a tough economy and downsizing, paying a cable bill that was approaching $175 a month in early 2011 for ‘all their best’ was simply no longer an option.  Time Warner Cable’s customer retentions office responded with a promotion that slashed the bill to just $88.44 for Turbo Internet, cable-TV, and unlimited “digital phone” service with nationwide calling.  Incidental charges included leasing a whole house DVR ($7.04), a second cable box ($6.84), $1 for “digital programming” and $0.34 for the remote control.

When the cable operator introduced DOCSIS 3 broadband speed upgrades, an additional $20 a month brought 30/5Mbps speeds.  The total — $123.66 (before taxes and fees).  That’s a whole lot less for a great deal more service.

When the promotion ended in February, the rate shot back up to $160, but $7.95 of that was for a year of Showtime at a special promotional price.  Showtime was destined for the cancel corner anyway (we didn’t watch more than two hours of anything on Showtime in the last year), but even without it, the rate increase was on the steep side.

So we complained.

Unlike last year, which resulted in considerable confusion and arguing back and forth with different representatives to find the best deal, this year we let Time Warner’s social media representatives do the hard work for us.  Within 24 hours, our rate for all of the same services, plus a special promotion that includes HBO, Cinemax, Showtime, and The Movie Channel at no additional charge, brought the bill down even lower than we managed last year: $102.33 a month for a year.  That includes the 30/5Mbps Road Runner Extreme, Whole House DVR, and one extra cable box.  It doesn’t include taxes and fees, which typically add another $6.50 to the bill.

The whole process was painless, and you can follow in our footsteps if you have a Twitter account:

Step One: Tweet Time Warner (Note the Twitter address has changed from @twcablehelp to @TWC_help):

The key phrase in whatever Tweet you send is to include: @TWC_help, which brings you to their social media customer service representatives.  I also “followed” @TWC_help so I could see how active they were.  During business hours, you should expect to see a reply like this within the hour:

For those new to Twitter, “DM” refers to a “direct message” — a private Tweet seen only by the intended recipient.  I finally found the menu option that allows me to send a “direct message” on Twitter’s page for Time Warner Cable:

Note the red box around the option on the top right.  By clicking that you will see a drop down menu that includes an option to “Direct Message” TWC_help.  You will want to include your Time Warner Cable account number (as seen on your bill) and include your contact phone number.

Within 24-48 hours, a senior retentions specialist should call you to negotiate a better offer for your service.  Make sure you answer those unfamiliar caller ID calls!  But before they call, visit Time Warner Cable’s website and note any currently running new customer promotions.  Also check to see if the competition is offering anything even lower.  Those prices are typically the starting point for your negotiations, and the company should have little trouble meeting them.  However, customers with a poor payment record or past due account may discover the company less willing to negotiate.  Bring account balances current before negotiating for a lower rate.

Some Time Warner Cable territories offer “price protection agreements” or term contracts that lock customers into 1-2 years of service.  Negotiating around these contracts can be difficult to impossible.

An alternative contact method is to direct e-mail Time Warner at: [email protected] (don’t forget the “.” in twcable.help).

The total time spent this year on finding a better deal that will save us $58 a month — $696 a year — about five minutes, far less than the time it took to write this article.  Give it a try and let us know in the comments what kind of deals you can negotiate.

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jeff s
Guest
jeff s

why do you have bother with twitter can’t you just the retention dep. directly?

Scott
Guest
Scott

My experience is they generally won’t do anything in person over the phone up until the point where you firmly state you’re willing to cancel, and this means no bluffing. They should cave at that point.

However twitter being a public forum gets you much better results with retention staff already looking to help you, rather than those on their 1-800 number trying to convince you that $200/mo is a fair price for cable and internet and that they can’t “do anything for you”.

will
Guest
will

actually, i work for one of the 1800 numbers for time warnr retention and legit, a lot of times there isn’t anytjhing that we can do for you, neither can the sups, try talking to sales…

James R Curry
Guest
James R Curry

I don’t know, but DirecTV didn’t give me discounts that I was promised until I angry tweeted at them, either…

Mileena
Guest
Mileena

Wow, that’s awesome Phil. About a month ago I fought with so many different reps about lowering my price and got absolutely nowhere- which is rare for me, usually I can negotiate this stuff pretty well. Wound up so disgusted that I literally had to cancel my service, schedule a cancellation service call, the whole works before *finally* someone I spoke with was able to help me with what I wanted the whole time- just to lower my price. Lowered from about $220 to $140. Thank God, because I seriously was going to cancel, I’ve had enough of these absurd… Read more »

James R Curry
Guest
James R Curry

My biggest problem is that I don’t bundle. Not only do I like the ability to pick my individual providers, but having them bundled makes no sense for me: 1) Time Warner Wideband for Internet – My business requires me to regularly upload and download 8gb database exports so the added speed is near essential. 2) Vonage for home phone – Unlimited calling back home to the UK and more importantly, a UK telephone number that my family can call me on without paying long distance charges. 3) DirecTV for television – My Time Warner TV service was so unreliable… Read more »

Corrine
Guest

Dang it! Phil, you are paying less than I’m paying for the “Watch ‘n’ Surf Lite” package — cable plus Road Runner Lite! Tweet sent. We’ll see what happens.

The problem is there’s really no competition in this area. Even the satellite salesperson agreed that we’re not a candidate for satellite because of where we live.

MaximusMMIV
Guest
MaximusMMIV

I did the same thing last month. Bill was $120/mo. for digital cable with DVR and 10 MB internet. I called, and they refused to budge. I told them I was going to cancel if they didn’t lower it. Once I set the cancellation date up, I notified the TWC Twitter reps about the ordeal. They asked me to e-mail them the details of my situation. They forwarded that e-mail to my local reps. A local rep called me the next day with an offer for $74/mo. for digital cable with DVR, 15 MB internet, and HBO/Cinemax/Showtime free for three… Read more »

Gene
Guest
Gene

I had similar luck with Time Warner two years ago. This year, not so much – they seem to be happy to cancel my service, even if I can show them competitive offers that are better elsewhere. I tried tweeting and they did get someone to call me, but not able/willing to do anything extra. They tell me I am getting a great deal, but I think I will be move over to the competition. They are certainly not offering anything even remotely close to the price described in this article.

Tim
Guest
Tim

I went thru the process of setting up a Twitter account after trying to send email directly to the [email protected] address (which, btw is [email protected]). They did exactly as you said and asked for a DM, which I sent. I received a call from a rep in the NEO office same day. I then ran into a brick wall as she tried to tell me that the best deal she could give was $129 + equipment costs (total was something like $170). Funny that you can go on the TWC website (and yes, this is the actual http://www.timewarnercable.com site) and… Read more »

Nora Brossard
Guest
Nora Brossard

I live in Manhattan and am extremely frustrated with TWC. I came across this website while researching alternatives. I’m not in a FIOS wired building, so I don’t know what competition to TWC there is that I can use. Your reference to AT&T Uverse caught my eye. I’m currently paying about $140 for Turbo Internet, digital phone and cable TV with no premium channels. Also have streaming Netflix. I’m not wedded to the idea of unbundling if a better price can be found, but almost more important than price to me is service. The quality of TWC employees is going… Read more »

eric young
Guest
eric young

currently paying 100 a month just for wideband in rochester area, i don’t suppose i could get that reduced?

MotorsportFanatic
Guest
MotorsportFanatic

These deals do not work in San Diego, as I have contacted TWC and they have yet to call us back.

motorsportfanatic
Guest
motorsportfanatic

A while back, but I should talk to them again.

James R Curry
Guest
James R Curry

I negotiated $15 off Wideband for 6 months, if that’s worth anything.

Judy
Guest
Judy

I utilized the Twitter route and it took several DM exchanges over the course of 4 days before someone called me. The first local rep couldn’t help me and put me through to the retention specialist. My previous monthly bill with taxes was $80.24. When that ended, they wanted to charge me $142.96. The best I could do is settle for the same services I previously had, in addition I would also receive the digital variety tier with an additional 100+ channels for $118.77 a month for 1 year. This saves me $24.19 a month or $290.28 a year. But… Read more »

james
Guest
james

They never responded to me on twitter. Called them asked them if they had promos, said not for current customers, so I said I wanted downgrade service, I just kept the internet 10mbps 39.99 for 6 months. That was the best they could do. So sad, I dont watch TV but now that everyone is on the internet I don’t think 10mbps is enough. I dont know what to do, I even told them about competitors and they already know they are the slowest in the area.

Kristy
Guest
Kristy

I used the twitter technique today & I was able to lower my bill. Before this I had placed numerous calls and was unable to get a better rate. Usually I can negotiate a better rate after a few calls, but I wasn’t successful this year. The rate I got was actually cheaper than my previous bill the year before. I tweeted my message around 10 am and got the message to direct message them my info within minutes on twitter. The twitter rep was unable to help since I already received “promotional pricing”, but forwarded my info to a… Read more »

Jennifer
Guest
Jennifer

THANK YOU! I followed your advice, and within 2 hours of posting my tweet, we were able to settle on a fair deal…I didn’t lower my bill, but got a lot more value for what I am paying! thanks for posting this!

CC
Guest
CC

OMG. Thank you so much. Tweeted, sent a DM when they asked, got a call a while later saying they were getting me back to a lower promotional rate. Did less than 5 minutes of actual work. You are amazing!

I was seriously at my end seeing the obnoxiously high bill that I was ready to just cancel everything and cut back somehow.

Pam
Guest

Tweeter and DMed. Said I could downgrade my service if I wanted a lower rate. I told them I understood cutting service would cut ccosts, that’s why I was considering canceling. Was told they would send this on to my local rep. Meantime my mom is moving and I am sitting at her new place waiting for TW installer. The best time frame they could give me for his arrival is 8am to 9pm. I have cavalier three times and they say oh well that is the best ww can do. If they call and no one answers they cancel… Read more »

Pam
Guest

Yikes lots of crazy spelling, sorry. I am just over the top frustrated with Time Warner.

Marilyn
Guest
Marilyn

There are NO good deals. It’s ridiculous to have to pay such high prices in this economy. How in the would can a low income person afford this.

Jack
Guest
Jack

Low income people should be out working, not watching TV.

nancy beers
Guest
nancy beers

That’s a pretty bad blanket statement. The person not able to make more than a ‘low income’ may be unable to work for many reasons I’m sure you can think of. It’s best not to judge someone. Give thee people you dismissed a try

Gabriel
Guest
Gabriel

I just tried your twitter idea today with Dish Network. I got a response almost immediately. My 2 year contract had a 1 year promo price, something the Windstream sales person failed to mention or glossed over. I’m DM’ing back and forth with support. Already saved $12/mo for my efforts.

Mike
Guest
Mike

They’re apparently on to your tactic, but thanks for posting anyway. It all went down as above, except the DM was a bit of back & forth until they offered to have a local rep contact me. She called about 3 hrs later…gave me about $10 off my monthly bill (lowered DVR fee for 1yr)…I took it, but am proceeding with plans to ultimately DUMP twc, starting w/the phone port to GoogVoice, then cable (I only watch HBO & SHO…I’ll get used to being a season or 2 behind via Netflix). Hopefully over time, all I will use is Roadrunner,… Read more »

Chad
Guest

I tweeted to @twcablehelp and was able to keep my new customer rate for another year. I’ll save almost $100 dollars over the course of a year vs the new rate they wanted to charge. This was for standard internet only, I don’t bundle.

Jon
Guest
Jon

I’m an Internet-only customer right now, and want to add TV service. My previous 6-month $29.99 Turbo Internet promo just ended, and my price was bumped up to $39.99. Online, I could get their 200+ channel tier TV service for $39.99 as an existing customer. When I called in to ask for better deals on TV and Internet, the pricing they gave me was significantly more than what I was seeing online (around $120)! I told them I’d like to cancel, and they said they will transfer me to the retention dept as they don’t want to lose my business.… Read more »

Jon
Guest
Jon

I also wanted to add that I attempted an upgrade to Extreme 30/5, and didn’t have luck getting good pricing. When I log into my TWC account online, I have an option to upgrade to Extreme 30/5 for an additional $10/month. However, it tries to automatically tack on a $50 install fee + a $7.50/month wifi modem rental fee (even though I have my own DOCSIS 3.0 modem already). I called in and attempted to have my service upgraded. They saw the $10/month charge on their end. However, when they made the change, my old $29.99 + free Turbo upgrade… Read more »

B
Guest
B

If the rep swaps the promotion correctly on the new service, standard to turbo is $10 and then another $10 to go to extreme. Hence $20 is correct. Wideband 50 down and 5 up is standalone at $100

Ben
Guest
Ben

I called time Warner to get a better price after my yearly promotion expired.
They would not back down so I cancelled an tried the twitter tactic saying I cancelled
Last night. Again they wouldn’t back down in fact they raised the price. So at 4pm the next
Day after canceling they called an gave me a cheaper price then I had before to have my
Service reconnected. Canceling always works plus local service reps are really rude.

Sennett
Guest
Sennett

Phillip: Thanks for this, I will definitely try this to lower my cable bill which is currently at $139.07. I have a quick question. Do you think this will work if my account is a new account? I started my services in June and already after less than 2 months of service, my bill magically increased by almost $10. FYI, some background info: I placed my order over the phone with a TW rep. Got a bundled pkg for internet (10mbps) and tv (variety tier). Total came out to $132.86. Although I was unhappy with that total cost, I thought… Read more »

sgt
Guest
sgt

They did the same to me by giving me a ‘box’ I didn’t order and they won’t take back unless I pay them $250.00. If you try to cancel, they’ll charge you a fee, won’t they?

Sennett
Guest
Sennett

I called customer service and complained about the fee and told them I didn’t request the wifi service. The rep kept telling me i had to return the “Box” and get a regular cable modem but that I had to do it at the local office. I kept telling him that I don’t have time as my work hours start before and end after the local office hours and also that this wasn’t a mistake that i made so why should i have to go out of my way to do this. Finally, i suggested that they send me the… Read more »

Namel
Guest
Namel

I have been a loyal TWC for years now and the rates are just getting ridiculous. Currently I have phone, internet, and cable. I also have the sports package, showtime, hbo and starz. last year I was paying about 160 with taxes and after my promotion was up, it jumped to 220. After a few phones calls the best the could do for me was 210 and that includes tax. I threatened to cancel my service quite a few times and go to DirecTV. Eventually I had enough and just called DirecTV and also sacrificed my internet for very slow… Read more »

Martin
Guest
Martin

I used to pay $25 with all the fees for basic cable and a selecto teor.
Now it went up to $45, so I called to cancel and they got me a deal for 9.99+tax&fees. For basic cable without
The box. They told me to return it and just hook it up from the wall.
Before I only got OTA channels and 300s channels now I get 2-75.
The channels I want! For only 10 bucks!
It does seems weird they offer a plan without the cable box.

Ester Shifren
Guest
Ester Shifren

I get all those channels already with an antenna. It’s an old one, not even digital. Digital are available reasonably from amazon.
No charge for the channel selection. It hardly gives any problems.

PastTWCemployee
Guest
PastTWCemployee

long story. But it comes down to this: if you want a better rate. Do the below 1. Cancel services – schedule a date 2-3 weeks in the future. Do not cave, do not change your words, do not get scared off – do not worry about your phone number being lost 2. Call back to confirm cancellation request after 4-6hrs, confirm account has a pending-disconnect on your account. 3. Call their telemarketing number, “Special Promotions Department” – 888-222-5389 (Ohio, Wisconsin, Kansas City) State a general version of the following: your bill was to high so you canceled your services… Read more »

Ester Shifren
Guest
Ester Shifren

I’m in the process of changing from ATT DSL 3 mb that’s showing 2.60 download speed. I called a number which is obviously an authorized dealer and was offered 10mb for 34.99, modem 2.50 monthly, and no time commitment. I’m currently paying ATT $39 monthly and they offered to jack it up to 6MB for 6 months at the same monthly fee. What a joke! I called TWC directly and spoke with a rep who offered me 10mb. for $42.71 and would possibly waive the additional technician charge of 29.99. For that I would have to sign up immediately. I… Read more »

Cheri Campbell
Guest
Cheri Campbell

All – Thanks for the great advice. I planned on making good use of it… but a word of warning I’m currently in a bundle with TWC (broadband phone, lowest-tier high-speed Internet & digital basic cable, and the contract ended this month. I decided to go back to my old “wired” telephone provider temporarily, with the intention of switching eventually to a VOiP service like Ooma. (and because I don’t like having all my communication needs tethered to one provider). I contacted CenturyLink last week & placed the order. The number ports from TWC on 8/31. Fine. I then called… Read more »

Cheri Campbell
Guest
Cheri Campbell

Philip – I placed the request to port my number back to CenturyLink on August 16. It won’t be ported till August 30. (CenturyLink is not famous around these parts – or anywhere – for the latest & greatest in phone or Internet service. Ooma will likely be my next stop, but it will be 2013 before I can swing the investment in the equipment.). In the meantime, all I want to do is to save a few bucks by dropping the TV service (which is digital basic) down to basic , which – unless I get a superb deal… Read more »

Nancy
Guest
Nancy

Worked like a charm for me. I didn’t get any additional services (didn’t want any, either) and my bill got lowered by nearly $112 per month. Like magic. Thanks so much for the article, @phillipdampier.

mj
Guest
mj

$112/mo? That’s awesome, Nancy, kudos! After getting nowhere via phone or online chat over the past few weeks, I found this site–great stuff, Phillip, thanks for sharing! I tweeted about 2hrs ago ago, awaiting a reply. I’m curious to see if this is effective for me: new twitter account, no followers, first tweet. We’ve had continuous service with TWC since 2004 when they bought the local cableco, so we’ve never had a new customer-style promotion on our account, and are vastly overpaying (imo) at $157/mo incl taxes (this is in Ohio, not NYC or L.A….) and fees for triple play… Read more »

JBL
Guest
JBL

Yeah, I wish I could get a price reduction. Bill just went from $110 to $167 after promo rate ended. Did the twitter thing, talked to local reps on the phone, “best” they could do was $160 / month. So, it looks like I’ll have to reduce my services or cancel outright.

Stan EFird
Guest
Stan EFird

After making a telephone call to the TW Customer Service number, I ended the call extremely frustrated because the agen didn’t really care that I was ready to switch to DirectTV. Just before the agent hung-up, I asked her if she even cared that I ready to drop TW? At the last moment, she transferred me to the Retention Dept. I thought I was making progress, but all I was offered was a whopping $7 off my bill every month. That’s when I went online to look for help, which is how I ended-up here. I followed Phillip’s advice with… Read more »

Rhonda
Guest
Rhonda

We have done this periodically (when we remember to) but we just call them and flat out ask for the deal. We don’t have to threaten to cancel to get it. However, one time we called to actually downgrade our service and they gave us some deals to keep what we had & lowered our price. We’re getting ready to call this week to just go down to basic cable, turbo & wireless for $49.99 a month. Deal or no deal, we are cutting back. We don’t watch all those channels and it’s pointless to pay for cell phone service… Read more »

aznguile972
Guest
aznguile972

Please bear with my long post, but it’s been frustrating and I want to share this with everyone. I have been chatting with TWC for 3 days in a row with no results. Here’s my situation: – I have been with TWC for 5 years now and have been on auto-draft and paperless for probably 4.5 of those years. – My payments for just internet was $46.60, including taxes etc. no equipment fees, and was that way for about 2.5 years. – When TWC first came out with their “Turbo” package, I received notification from their CEO stating that I… Read more »

debra belanger
Guest
debra belanger

Hi, thanks for the advice, I did the twitter thing today, sadly they never answered me, but maybe they will tomorrow. in my household I have to pay for phone, net and cable (plus basics like water,trash,etc) im disabled and live on 600 a month, so when I got the bundle that everyone wanted (mind you there are 5 tv`s in the house, all need cable boxes and 2 need dvr) it cost me after taxes and stuff 190.00 a month, which I gladly paid, makes what everyone else here pays look very small to me lol but again there… Read more »

YC
Guest
YC

Hi, if you cancel service with TWC with your own Modem registered (Motorola SB6141) and then reactivate service under different person to get promotional deal. Can you use the same modem you have (Motorola SB6141)? I read somewhere once its registered under account, you can’t register again? Does that apply even after the account is cancelled?

Debra Belanger
Guest
Debra Belanger

they still havent answered me, im guessing they dont read twitter any more? or too many tried this already.

Debra Belanger
Guest
Debra Belanger

I copied the tweet at, and also I followed them and also my local office, but I havent checked my messages ill do that now, if not I guess Ill email them amd see if they will help. Thank you for your help 🙂

Michael
Guest
Michael

Thanks Phillip. I have called Time Warner 4 times trying to get a rate reduction. I was skeptical this would work. I followed it to a tee and today 2 days after the twitter effort I got the call and TWC dropped my monthly bill by $56 for the bundle. Not only that, but the TWC representative was friendly and helpful and really took her time to walk through my options. Shocking to say but I am impressed with TWC!

BeccaDee
Guest
BeccaDee

We are now paying the equipment lease fee of 3.95 bringing our Standard Cable Internet cost to 56.94.

Do you think we could get our (SoCal) cost back down to the promotional 29.99 again using the tweet method?

If we had to go the distance, how soon after canceling could my husband call as a new customer? & on the same equipment?

Leonna
Guest
Leonna

I am in the same scenario as another poster; I would like TWC broadband, I have VONAGE phone and hulu unlimited, but TWC wants an $100 for me just to keep my service even though I have canceled my phone service and only have basic cable! I just tweeted but @TWCCarolinas as that is where I am. I wasn’t able to locate @TWCablehelp; could you tell me how I might have searched wrong? Hopefully I will get a response to the tweet I did send!

Thanks so very much for this info; GOD BLESS YOU=)

Leonna
Guest
Leonna

Oh yeah! I had to create a twitter account to do this; would this work against me seeing as they might notice I don’t tweet?

Patti
Guest
Patti

Is a twitter account necessary/advisable to effectively negotiate with twc or does email at [email protected] work just as well? I will be bargaining on behalf of my elderly parents who are on fixed income. I wonder if they offer a senior package. They have been twc customers for about 40 years.

Patti
Guest
Patti

Oops. I forgot to checkmark “Notify me…”

Jerome Harowitz
Guest
Jerome Harowitz

Late last night I came across this post with looking for alternatives to TWC – internet only service – and sent the tweet out. I vented on G+ when I first got the letter of my promotion ending and the timely postcard introducing the new modem lease (bogus) fee: https://plus.google.com/browser-not-supported/?ref=/110701321686696535944/posts/JuTqjy5skL5 I had a reply just after 8 this morning. After a couple back and forth’s I was told: “After reviewing the bill, you currently have the lowest pricing options for your service level. ^RM” When I asked how to get my “service level” changed to what it’s been for over… Read more »

Jerome Harowitz
Guest
Jerome Harowitz

Didn’t expect a call until tomorrow, but got a call just now from Edgar at TWC retention and he said they’ve already made the change to my account and for another 12 months (the usual promo periods I’ve been on) I’ll have the same service for the same amount including the new modem charge – so it’s $29.99 for internet! No negotiations at all. He said he’s already processed it and since I’m on auto-pay I’ll have a credit next month from the difference of this month’s $52 charge. So, I’d say a total of 10 minutes of my time,… Read more »

Jim Cassata
Guest
Jim Cassata

Thank you for the information and posting. I used the email address to star the process. The overall result was a savings of $21+/per month and a $150 Best Buy giftcard (after 90 days of good payment standing) Overall the process was worth the time to save about $400 over the next 12 months, the wait time in queue once transferred to the customer retention agents (with a few disconnects included) was a few hours. Ultimately I had to talk to customer retention twice and sales once (sales to get the $150 BB card).

Michael
Guest
Michael

This process was so easy and I got 2 DVRSs triple pack with blue and red package for $123 a month. Awesome deal! Great advice!

Ping Chang
Guest
Ping Chang

I transfered my service from verizon into timewarner around 16 June, 2012.
Ad showed if customer changed provider during 5/28/12 – 6/30/12, I could get $50 armazon gift card but I never received the card. I called customer service, a lady gave a phone no (1-888-977-8985) but the phone had been stopped. I am really mad since I have called so many call but no one could handle it. What should I do?

BeccaDee
Guest
BeccaDee

This worked! Thank you so much.

Did the tweet routine but initially did not get a call-back. Repeated the tweet routine and had not one but two calls/messages within the day. There was a day and a half delay before I could call back and by the time I did, our account had already been taken from almost $57 a month (for ONLY cable internet) back down to 34.99. Like magic:)

Adam
Guest
Adam

Worked exactly as you have laid it out here, Phillip — thanks! My monthly services went from $161.06 (Nov) to $101.29 (Dec), saving me over $700 over the next 12 months. THANK YOU!! The savings will now be spent paying for my wife’s newly upgraded cell phone bill.

Ron Orlando
Guest
Ron Orlando

I have tried and tried to direct tweet twcablehelp after following them and it won’t let me do it. This really sucks.

OxyEthane
Guest
OxyEthane

I need your help Phillip. How should i tweet or write to TWC to let them change m current internet service to the new customer price i pay 49.99 for 15mb, with that same price for new i can get 20mb. I feel like rip off when i try to ask them if i can get that price they say they cant do it. they explain that te standard price is 39.99 while for new it 29.99. can you tell me what should i do to get the new customer, I dont want to talk with them over the phone,… Read more »

Lisa
Guest
Lisa

Hi Phillip,

Quick question: do you have to re-sign a contract to get the new, lower price?

Thanks!

Darrin Roush
Guest
Darrin Roush

I tweeted them exactly as you instructed two days ago and no response 🙁 Then I did the same thing yesterday and again no response! I see their email address above. Will that be just as effective (without the public social pressure of Twitter)?

Deb
Guest
Deb

I tweeted as you instructed & received a request to DM my info. Twitter was having a problem with DM & ended up emailing them. Not 15 minutes later I received a call from the retention department which I successfully negotiated a saving of $56.00 a month for the next 3 months and after it will go up $12.95 a month for a total savings of $43.00 a month. He told me to contact them again as the 3 months are about to expire & they normally have better retention deals at that time of the year! Thanks so much!… Read more »

greg
Guest
greg

Email address is no good….

greg
Guest
greg

Trying chat now….

James Blanchard
Guest
James Blanchard

could someone tell me the last bill paid was dated. I don’t want to mess up and not pay it.

Mary Jo
Guest
Mary Jo

Phil, I don’t have a Twitter account. I could set one up but I won’t have any “followers.” Would that diminish my clout (such as it is) with Time Warner?

William
Guest
William

Called to cancel around 11am and by 1pm I had a phone call from time warner giving me a promotional package that I was told I could not get earlier.

from 110$ for one hd box and turbo internet

to 79$ for the same thing plus another hd box

Matt
Guest
Matt

Fed up with my $170 a month and climbing bill, I called last week to “cancel” my services. They could only offer me a $5/mo discount for 3 months. Even after telling them that the local telco is $60 cheaper for better services, they would not budge. I cancelled effective immediately. A van came by today to turn me off and I dropped my modem and set top box off at the local store. Once I got home I tweeted as described above. Exchanged a few DMs with a rep. Was just told there was nothing they could offer me… Read more »

TWC Sucks
Guest
TWC Sucks

I am FED UP with TWC. I am in NYC and only want internet, so now because I’m not in a package deal, my internet fee is going up. I’ve been a customer for a loooong time. Costs are going up everywhere in NYC and my salary isn’t.

Any advice?

I just want the fastest internet I can get for the lowest price I can get.

Timothy
Guest
Timothy

I followed Phillip’s advice and I got a savings of $74 per month. Thanks Phillip!

James Patterson
Guest
James Patterson

My 1 year Price Lock just expired and I got my new bill today: $149.99 for internet and digital tv. Up about $25 over what I’d been paying. I called and their “retention dept” wanted to make it $140 but would go back up after 3 months. I sent this tweet @TWCableHelp had cable with you for 10 years. Why not respect loyalty? Bill went up 20% last 3 months. Ready for #directv #twc #timewarner Within 6 minutes had response asking for my phone number by DM. 2 hours later a supervisor called and told me my rate is now… Read more »

Bob
Guest
Bob

I’m old and don’t tweet. Will an email ( [email protected] (don’t forget the “.” in twcable.help). be comparable to the results of using twitter? Thanks for your information.

Daniel
Guest
Daniel

I have signed with Twitter tonight. I am eager to give this a try because they have sent me the dreaded letter that my bill will be going up next month. I can not find the direct message thing anymore? Did they take it away, or am I just missing it. I see people are “tweeting” to them their issues, but I don’t want to mess this up. Which do I need to do, direct message or tweet? Appreciate it!!!!!

Daniel
Guest
Daniel

Once I figured out twitter, the rest worked to a T… Thank you very much for this post and website. They negotiated a much more reasonable price.

Kim
Guest
Kim

Great advice. I called twice, I chatted twice, and was getting nowhere. I sent an email to the address you said, and got a reply right away that said a rep would be calling me. A day later they called. My bill was going from $150 to $190. Within a minute the rep from client retention offered me a rate of $124. When I said I would need to call her back, she said how about $111? Thank you for this advice! It works!

Vince
Guest
Vince

Thanks for the information it worked great. Tweeted I was ready to cut the cord and I got a voicemail from TW they lowered my bill from $158 to $120 for a year.

Chris
Guest
Chris

Hmmm,,,,,I think I was too easy; a “lay down”. I got a better deal trhu the Twitter route so was pleased to see it helped and agreed to the offer. Bill was $174; 1st phone offer was $164; Twitter offer was $141. It appears some got offers that would mean more like something in the $100 range. Wonder if it is too late to “try again”. I’d be happy to get a 2nd box for same price also…..Any thoughts?

An Cosm
Guest

I talked to @TWCableHelp on Twitter yesterday about my 20Mbps Turbo internet service having gone from $51 in Sept. to $63 in Dec. I told them a local company, EarthLink ( a 3rd -party reseller who uses TWC lines ) had a special in my area that offers 15 Mbps service for $40. They replied and asked for my account and contact info. I gave it to them and they called me early this afternoon. I spoke to a very polite and helpful rep named Carol. My 20Mbps service is now $39.95 a month AFTER taxes for the next 12… Read more »

IP
Guest
IP

Delivery to the following recipient failed permanently:

twcable[email protected]

Technical details of permanent failure:
The recipient server did not accept our requests to connect. Learn more at http://support.google.com/mail/bin/answer.py?answer=7720
[(10) cdptwcgw01.timewarnercable.com. [165.237.59.32]:25: Connection timed out]
[(10) cdptwcgw02.timewarnercable.com. [165.237.59.33]:25: Connection timed out]
[(20) cdctwcgw01.timewarnercable.com. [165.237.91.113]:25: 554 ipcust01.twcable.com]
[(20) cdctwcgw02.timewarnercable.com. [165.237.91.114]:25: Connection timed out]

Scott
Guest
Scott

Thanks for the tip, Phillip! I followed your instructions exactly and strategized for the phone call to negotiate the Double Play rate and then cut off some of my extras to save more money. I didn’t have to. When the local TWC rep contacted me, she reduced my bill from $230.88/month to $159.16/month without changing any of my options. That’s an annual savings of $860.64. I mentioned to the CSR I may cut out a cable box or some movie channels over the next 6 months to save some more. She said that wouldn’t eliminate any of the promotions she… Read more »

ScooterTramp
Guest
ScooterTramp

After bitching at a TWC CS rep, and then asking to be transferred to Retention, neither was interested in retaining my $140 (currently) Triple-Play account that I’ve had with this company for over 30 years thru it’s transitional buy-outs from being Storer Cable, Insight Communications, and now TWC here in Louisville, KY….. and I wasn’t even bitching about their ever-increasing rate – I was only looking to get the new $3.95 Modem Lease charge removed, as I was told at the time I started service at my current address that ther would NEVER bee a charge for use of their… Read more »

MDB
Guest
MDB

many many kudos philip for the awesome tips!!! … we have been twc customers for 15+ yrs … i just got my total bill clipped by $20 + an upgrade from grandfathered turbo to extreme. previous, i had been trying to negotiate rate breaks for what we currently have to similar pricing for new customers. the “normal” customer service channels resulted in nothing but having to add services and equipment – which all resulted in a larger monthly cost than what i have now. granted, the extras might have been a discount in the end, but i wasnt interested in… Read more »

FGH
Guest
FGH

Many thanks for this site and this guide. I had to dust off my Twitter account (I never tweet), sent my first Tweet on 2/13 – got the request to DM my account info the same night. They referred the info to “local support” and told me to expect a call within 72 business hours. Got a call today from TWC and after 10 minutes on the phone my bill is down over $30 a month for the next 12 months…to even less than I was paying last year! Last year I went the conventional “phone call” route to reduce… Read more »

Tim
Guest
Tim

Worked like a charm, really a lot easier than dealing with their customer service phone line. Thanks for the tip!

DMO
Guest
DMO

Currently have TWC’s Standard TV Service, Standard Internet,Digital Variety Package; one HD/DVR and DVR service and $3.95 Modem lease fee. Total with taxes around $112. Just bought an SB 6141 Docsis 3.0 modem to eliminate the modem fee. Any suggestions on getting a good deal on Extreme/ Ultimate without having to pay an extra $30/$50 per month? Thanks for your advice.

Alexis
Guest
Alexis

Hey,

Just wanted to leave a comment and thank you so much for your help. It was great reading the success stories and knowing we don’t have to take the first offer they give and sometimes they are willing to work with you.

I greatly appreciate you have this webpage and will donate.

Thank you!!!

deb
Guest
deb

just tried this. woke up and my bill has gone up $10. 4 months ago, it went up $20 all in all, we’re up $70 from 3/4 years ago. we pay on time (early in fact) EVERY MONTH. Hope this works. im sick of it, but dont have other options. they dont know that though (i hope)

dlb19595
Guest
dlb19595

I find each month Time Warner has different payment terms. I am on a fixed income and get paid just twice a month. This month I received a cancellation notice which I thought was sent erroneously especially since I had payment terms and paid them up last month. Nope the disconnect was not sent by mistake and before I knew my service was shut off. This of course happened AFTER I had paid my bills for the month. So I asked them to make arrangements to pay. The farthest out they could extend me was 6 days last month was… Read more »

Joe
Guest
Joe

Thanks for the great idea. This worked with AT&T Uverse as well. They tried to raise the prices on current internet and TV packages. I ended up doing the same thing mentioned here and got a credit put on my account as well as lowering my monthly bill by threatening to go with a different carrier.

I had a customer retention supervisor call me back with the deal to keep me “the most important part of AT&T”

Charles Dennett
Guest
Charles Dennett

Yesterday I finally sent a tweet as explained here saying it was time to cancel and switch to another provider. I got the DM request and sent my info. Got a DM back a bit after that saying my information had been sent to local billing and I should hear from them in under 72 business hours. Is that the normal course of events? I don’t believe I’ve heard of anyone here mention local billing.

FGH
Guest
FGH

I got the same response. It was on the Thursday before President’s day weekend. I hadn’t heard anything by Tuesday morning, so I tweeted again saying I hadn’t heard anything and should I be worried. They Dm’d back saying they were sorry and with the holiday it increased the time but if I didn’t hear anything by close of business Wednesday to let them know. On Wednesday afternoon I got my call – and it wasn’t from my local office.

Charles Dennett
Guest
Charles Dennett

Just got a call from a TWC rep. He lowered my bill to $103.79/month for a year. That’s about a $50/month savings. I didn’t know how negotiable that was and it was close to what I was expecting so I took the offer. Thanks!

Charlie

Debra Belanger
Guest
Debra Belanger

wow, thats awesome :), I had horrible luck this time 🙁 I get cable, internet and phone, and it had gone up to 210 a month and its my job to keep the stuff we have , no one wants me changing the phone or anything, we have 2 dvrs (no one wants the whole house thing) and 5 rooms with tvs (so 5 boxes altho 2 are dvr`s yet they charge me for 5 set top boxes AND 2 dvrs and they are the same thing) so I twittered, they took my info and the next day the rep… Read more »

Kevin
Guest
Kevin

Aaron in retention at Time Warner Cable is the least helpful, most co descending persons I’ve spoken to in a long time. Stay away from Aaron and Time Warner Cable. I’m going back to AT&T immediately. Time Warner just lost a
Customer for life and my $1,200 a year.

Trish
Guest
Trish

Thanks so much for the great idea. I had already been on the phone with three separate people over the past two days and was getting nowhere fast. Following your advice I became a twitter newbie, opened an account and fired off my twitter. Had a request to DM info within 33 and 34 mins. Will update you later with results.

Rich
Guest
Rich

Your idea worked like a charm. Instead of my bill going up $30 when my 2 year lock ends, it’s going down $15. Awesome!

John
Guest
John

Question before I would take any steps; I only have Internet through TWC and they are the ONLY one where I live. Cancelling that would leave me…. well, without any alternative. Would it even work to tweet and tell them to cancel my service..? Plus I only have the ‘basic’, but it’s still almost double from what I paid at first… As for using Google Voice (I didn’t read all of your stuff on this), the cheapest way to do that (afaik, since I’m using that) would be to get OBI ($45) and “hook up” the Google Voice to it.… Read more »

anonymous
Guest
anonymous

You always have an alternative to internet through TWC: Earthlink, which runs on the TWC pipes. Use their special price for 6 months, then switch back to TWC.

Chris
Guest
Chris

Here’s an interesting dilemma- I’m about to move out of my apartment. Here we have the deal where basic cable and basic internet is included with rent so that cost disappeared from my bill. I have a cable tier, 2 cable set boxes and 1motorola modem (not sure if I keep that). Now- right now I think I would just have to downgrade to remove my small little amount (28ish dollars); however because I am deaf- the phone is a difficult way to go as I never know who I’m getting and my blood pressure usually goes up when trying… Read more »

Sandra Elliott
Guest
Sandra Elliott

I’m thinking of dropping my landline and my cable service altogether, and just going with high-speed internet. With a ‘smart TV’ I could get TV through my wireless internet, via hulu-plus and netflix, and still get most of the shows I usually watch. Add a Voip device, and I still have phone service. Even with all those fees added together, I’d still be paying half what my Time Warner bundle is costing me, so the extra devices I’d have to buy would pay for themselves within a year. Switching over would be a pain in the ass, but I am… Read more »

Diane
Guest
Diane

After spending an hour on the phone Monday night (and being switched to a number that disconnected me) and another hour Tuesday night (being told I was not eligible for any deals because I’ve been a loyal customer, oh and you have to call again tomorrow before we’ll do anything), I took your advice and tweeted. Let’s see if that works. If not, I’m going to Verizon. Then, ironically, I’d be eligible for the deals.

Jan
Guest
Jan

It’s been 10 years and I have given TW $5000.00. WOW is such an understatement. I happened upon this site when researching best price for new internet cable for my parents who are still on dial up, uuuggghhh. Then I realized that I have been diligently paying my $41.95/mo for 10 years for ONLY internet and come to find out it is the ‘basic’ slower speed. (Which is only 3Mbps which is very slow compared to the next pricing level ‘Standard’ that has15Mbps) Showing my lack of knowledge here… people talking about the speed say ie: 30/5 what do each… Read more »

Diane
Guest
Diane

It worked. My bill was lowered from 170+ with taxes to 102. Thank you so much!

Steve
Guest
Steve

Thanks for the great information! I did exactly what you said and I got a call this morning (after less than 24 hours from my tweet) and Kay gave us a $60 per month decrease in our bill. Our bill was about 200 and now it will be around 140. Here’s my question: I’ve heard of people getting much better deals than I got. My brother got a decrease of about 120/month and he has the same package I do. I found a deal through Windstream that is $75/month for bundled internet, phone and TV which looks good. Do you… Read more »

Damian
Guest
Damian

I read many folks here saying a)they will fish to get a better price and b)others are fed up with the total cost and *will* cancel and the reps here this and in both a) and b) there are reductions in fees because TW offers discounts. I called to complain and I got substantial concessions. My problem is I don’t want any of them because in truth, TW is dying and they know it. I want to cut the cord and just get Extreme Internet and pay half of what I am paying now. I don’t need to pay $35… Read more »

Damian
Guest
Damian

I’m surprised no one has said the terrible customer support isn’t a reason to cancel TW. I have wanted to cancel a million times just on that point alone. I have nothing against people who speak English as a second language. I do have trouble with people who are not properly trained, not knowledgeable, and who repeat your questions about three times to show they are listening…only to have to ask you a couple of times during the call why you are calling. Ask them to tell you what their records show for your MAC address on your modem and… Read more »

Brandon
Guest
Brandon

If I set up a cancellation date. Can I back out of it? I still want to keep Time Warner. I just want to see if they will give me a cheaper rate or if they won’t care and not call me back.

Tim
Guest
Tim

Ive been trying the twitter method as above, set up cancel date etc. I have YET to talk to anyone except the standard sales dept or customer service dept. Afetr trying twitter AGAIN, someone FINALLY left a voicemail with a local-ish phone number as their ID. The callback number she left was……..the STANDARD sales dept again! IT IS impossible to talk to any kind of manager whatsoever. I dont want stuff for free. I just want to discuss options with someone with authority. If they dont do that for customers, fine. Just dont keep telling me I will be able… Read more »

Michelle
Guest
Michelle

Thanks so much! I used your twitter tactic, and within 24 hours, I had my bill dropped $18 a month, got a year’s worth of free Showtime, and upgraded my internet from 15 mbps to 20!!!

ACW
Guest
ACW

I stumbled across this site today, and I’m glad I did. Our 12 month promotional rate with Time Warner for internet/TV/phone ended in January. I emailed TWC today at the email address above, indicating we were considering switching to Frontier for a comparable bundle for around $100/month. Within a couple of hours (on a Sunday, no less) a local retention agent called me who offered to lower our monthly rate from $135 to $93 (including tax), good for the next 24 months with no contractual obligation.

Thanks Phillip!

Bridget Mandel
Guest
Bridget Mandel

Hi Phillip, Yesterday I used your tweet advice and tweeted TWC for my 85-year old mother who can’t afford $180.00 a month for the bundle. The reply back said “We’re here to help!” They didn’t ask for a DM. What should I tweet back to them? I also am following them. I’ve been trying to figure out how to get my mom’s bill lowered and when talking to the TWC reps, they don’t help at all. I just may have to have my mom call them and say she’s cancelling and get a cancel date, then hopefully they will call… Read more »

Matt E
Guest
Matt E

Trying this now. Got a response on Twitter, sent DM, awaiting further response/call. So far, it’s worked like clockwork.

IMPORTANT NOTE! The Twitter account listed above has changed. It is now “@TWC_help” as opposed to “@twcablehelp”.

Mike S
Guest
Mike S

So I called TWC today to let them know that I had scheduled installation of DirectTV for this Wednesday, and that I wanted to find out about dropping my cable tv and phone coverage but keeping my earthlink hi-speed internet. After being placed on hold several times while the retention rep looked into putting together a comparable package to what DirectTV was offering I received this as a “final’ offer: -Digital tier cable package with whole house HD DVR receiver and playback units for 2 additional TV’s. Sportspass package, plus HBO/Cinemax/Starz. -Earthlink hi-speed internet -$139 mo with taxes, price locked… Read more »

Mike S
Guest
Mike S

It took a while and a little aggravation, but for $115 per month for the next two years I got TWC to provide: -Digital Cable Tier -A whole house DVR plus two playback units -HBO -Extreme internet connection 30/1 mbps -No installation costs for whole house DVR or internet upgrade Compared to my current TV and Internet package this is upgrading me to the whole house DVR from a regular DVR, adding a playback until for a third TV, adding HBO that I’ve never had, doubling current internet speed. And because they inadvertently sent a service tech to my house… Read more »

Dave
Guest
Dave

Awesome deal. I just bought an Ooma Telo — haven;t installed it yet (there’s no guarantee you can keep your current phone number…). How do you like the service?

Mike S
Guest
Mike S

I’ve registered the Ooma unit but we haven’t installed it yet. I paid a $39.99 phone number port fee, and just received confirmation the other day that the port will occur on 7/29. I’ll be in a better position to offer a critique then.

Milan
Guest
Milan

Wow! You’ve received a great deal!

It’s good to know that TWC are still willing to negotiate on service rates.
I’ll be calling them in a few months to extend my promotional discounts for another year.
🙂

Mike S
Guest
Mike S

It will be worth the try I’m sure. There is a story today in the online edition of my local newspaper that TWC has announced they are increasing their internet rates by an average of $3 per month. They claim the fee increase is need to ensure reliable service due to the higher bandwidth demand caused by the increase in online gaming and streaming video. I personally think it’s just because they can. In this day and age, who doesn’t rely on an internet connection to support multiple home devices. TWC has almost no competition in my area for high… Read more »

Graig
Guest
Graig

So I have been paying $161.00 per month for the TWC triple play

-Digital Cable Tier
-Standard Internet at 15MBS
– Digital Phone
-1 box and DVR Service
– 1 Cable modem

I tweeted as instructed and 2 hours later a regional rep called me and reduced my triple play from $125.00 to $89.99 for the next 24 months and upgraded me from Standard to Turbo

@TWC_Help.Getting ready to cancel #timewarnercable ONLY New Customers get ALL the savings. Existing customers get UNAFFORDABLE rates!!

David Phillips
Guest
David Phillips

This just worked for me. I’ve got HD service, DVR, Turbo, & phone. Bill had gone to $170 with tax, from $147. Two tweets to @TWC_help (look for @skydaver to see my two tweets; I haven’t sent out a lot in the past two days) and I got a call within minutes of the second tweet. Got the explanation that yes, new customers do get an incentive to switch, but I just kept saying I could do better by switching to POTS, DSL & satellite. Got offered $147 w/tax, and told that was essentially the same rate as the new… Read more »

Andy N
Guest
Andy N

I am currently with Time Warner, and very unhappy. My wife and I are big tv watchers. We like to have the premium stuff like Showtime and HBO. But since the blackout, we are without Showtime and that is a big deal for us. Needless to say, I called Time Warner and cancelled Showtime. They put a few other premium channels in place for now, but I am not interested in being pacified with channels I am not interested in. Channels that I cancelled a few months prior do to the lack of interest/programming. I recently visited my Time Warner… Read more »

anonymous
Guest
anonymous

If you need an internet alternative provider, and you’re not in a uverse zone, just use Earthlink running over TWC lines. Low rates for 6 months, then switch back at new subscriber rates.

JP
Guest
JP

Thanks for this site! I had known about this trick for a couple of years thanks to a friend who works for TWC in this capacity (retaining customers who have called in to disconnect). However this time around it didn’t seem to work as I called in to cancel and did not get a phone call like I was expecting. Finding this site I sent TWC an email (I don’t do the Twitter thing) and they got back to me right away. I did not, however, receive a phone call right away, so after a few days I emailed them… Read more »

Doug
Guest
Doug

IF you email TWC what address works best? I too like JP don’t use Twitter, is email the next best way to get to somebody who can make you a deal?

Matt
Guest
Matt

I’ve been trying to cut my rate through retentions for years and they usually pacify me with $20 for twelve months and then jack it up. I’m not a big twitter person but I dusted off the account, tweeted them, got a response within minutes asking to pm them, sent my info and got a call within 12 hours. The gal called from a local number and laid down a sweet deal comparable to a new service. I had cable, DVR, a second box, hbo, and basic Internet and was paying $151/month. They initially offered the same plus show time… Read more »

Chris
Guest
Chris

I emailed the site, and did the twitter. I actually turned my box in and cancelled today. Nobody has shown any interest in retaining me – in fact the twitter response was that the only retention office available was local. I am giving up. Just wanted to let you know it doesn’t work for everyone.

Aaron
Guest
Aaron

I am not trying to imply anything with this response, but you are correct that this method will not work for everyone. As mentioned in the original post above: “However, customers with a poor payment record or past due account may discover the company less willing to negotiate.” Again, I am not assuming or trying to imply that you fall into this category (personally I have fallen into this category a few times during my adult life, so no judgements from me if anyone else has) just re-asserting the point. Also, in another post http://stopthecap.com/2013/08/01/time-warner-cable-our-promotion-cutbacks-and-rate-hikes-cost-us-customers/ the following is mentioned: “But… Read more »

Chris
Guest
Chris

Never missed a payment of any kind – had it on auto pay. We have plenty of competition. I just never got through the local level. Whatever – it has been nice to explore the numerous options on Netflix and hulu on my new roku. I look forward to not paying the high prices for garbage anymore!

Milan in Austin
Guest
Milan in Austin

I’ve been a TWC customer in good standing Since January of 2006. I cancelled my TV and phone service last week. TWC made no effort to retain my TV/Phone business with promotional pricing. I was surprised that I was not offered a discount after 7 and a half years of being a loyal customer. However, I have not missed my cable TV subscription at all this week. I’m also proud of the fact that I have absolutely no Time Warner equipment in my home. Once Google Fiber comes to my neighborhood, I will cancel my TWC Extreme Internet service and… Read more »

Kelley
Guest
Kelley

I am giving the Twitter effort a try tomorrow morning and will let you know how it goes. My bill was just jacked to $225 a month for digital tv, 2 dvr boxes, turbo internet (middle of the road) and home phone. I was astonished. Calling did not get me anywhere so Twitter is my last ditch effort. They do not have competition here, so if I have to go elsewhere.. I will do the Ooma for phone, Direct TV for cable and probably have to stay with TWC for internet. This is simply the greediest company in America. I… Read more »

Mike S
Guest
Mike S

I was paying about $200 per month for the exact same services, so you are not wrong in thinking your rate is high. You can scan up this email thread to see the deal I was able to negotiate with TWC. Keep in mind that I did drop TWC phone service and purchased an Ooma Telo unit, which I factored into my estimated savings for the two years my new TWC is good for.

Good Luck!

BNC
Guest
BNC

This worked well – ask for someone to call you direct – no waiting on the phone like I initially did… They reduced my rate with no fuss at all… Make sure to thank them for their response on Twitter as customers rarely give praises…

ucrazy51
Member
ucrazy51

Followed the Tweet suggestion, and got my internet service dropped from $59.98 to $39.98 (including free Turbo Upgrade) for 1 year. Service Rep. called me within 1 hour. Thanks for the tip. I dropped my cable tv services last year and switched to Dish satellite because of the pricing. They only offered a reduction after I had committed to Dish. Satellite was a good switch though, a lot more features for a lot less money.

Sarah
Guest
Sarah

This worked for me, thanks for the tip!

Jessica
Guest
Jessica

Worked for me! Thanks!

Nora
Guest
Nora

Within the last 2 months my rate went up from $43.99 to $51 to $54.99 for standalone Standard internet 15/1 mbps. I tried the tweet method and got a reply for DM within 10 minutes, and received a phone call from a regional rep (Syracuse area code – I’m in Ithaca NY, part of their Southern Tier area) 3 days later. The rep offered $44.99 promo pricing for a year, and that’s the best he can do no matter how I tried. I said I see a promo price of $34.99 for new customers and he made up some excuses… Read more »

Kimberlyn
Guest
Kimberlyn

I’m sorry to report I am one that this did not work for. I guess it might have something to do with where I love, suburbs of Charlotte. I signed up for Twitter just to do this, did get a reply quickly but the reply said that a local manager would have to call me back in 24-72 hours. Again, must be the area I live in since someone from corporate would not call back. They never did call… so I tweeted again and they replied back that someone did try to call me. This was not true as I… Read more »

Trish
Guest
Trish

I am also one that the tweet method did not produce the desired result. The best they would offer was reducing my bill by $16 each month. Mind you they had just increased my bill by $11 this month so they were really only offering a grand savings of $5. I promptly replied that I could do even better, I could return my wireless router/modem and dvr and reduced my bill by $45. They acknowledged this but would not offer a better deal. So Friday I returned the wireless router/modem and dvr, moved my service down to basic for the… Read more »

Ester
Guest
Ester

Thanks to all this column’s advice over the past year I was able to get the sales person I was speaking with to switch me over to TWC’s Customer Solutions Team (yes they really do have that!) and get the newest loaded bill lowered. I was stunned to get my latest bill with a $10 higher rate for Standard internet—bringing it to $46. My modem fee had already gone up twice within the last few months, and TWC wouldn’t lower it. I did nothing until I got this bill and saw red. I called, and after some persuasion (catching more… Read more »

Don Troy NY
Guest
Don Troy NY

After a few times of trying to get the 1-800 TWC customer service reps to help me lower my bill without losing services, I google about how to lower my bill. This site is very informative thanks! I called TWC again tonight and the kid told me I was getting a great deal and even tried to upsell me and raise my monthly bill by $15 a month… when I specifically told him that I called to LOWER my bill ! I’m really tired of being nickel and dimed to death by TWC. Here’s my current bill. And this is… Read more »

Sue
Guest
Sue

I’m moving at the end of this month and contacted Time Warner as they will be the cable company where I’m moving. My sister, brother and mother all live in this area and they all have Time Warner. When calling Time Warner, I was only offered their deals that were posted online. No one would budge off those deals at all and believe me I tried. I’m sorry but those deals they have posted online aren’t good deals for a new customer. They are very expensive and I thought Charter was expensive. TW is much worse. When comparing the same… Read more »

Jen
Guest
Jen

I’m in North Carolina and googled how to cut your TWC bill and your site came up. I followed your instructions and 24 hours later, my bill is $72 less per month for the same services! THANK YOU! My conversation with the retention specialist was less than 2 minutes. It was awesome. Didn’t read all the posts so not sure if this happened to anyone else but right after I got off the phone with her, my internet/phone went out. Was on hold for 20 min and then on with them for nearly an hour. Turns out in order to… Read more »

JBL
Guest
JBL

My experience with Twitter went much better this year than last. Last year a local billing person called me, so it was much harder to negotiate a lower bill. This year a higher-up retention person called me, and quickly said he could lower it from $178 to $127. I ended up adding Turbo internet to bring it to $137. Not as great as the new customer rates certainly, but that’s a savings of almost $500 / year and faster internet over my original bill. Out of curiosity is there any benefit to tweeting a thanks to Time Warner for working… Read more »

Jim
Guest
Jim

This totally worked for me as well, with TWC in North Carolina! Within 15 minutes of my initial tweet I had someone that called me directly and offered me a whopping $84 per month reduction for basically the same exact service I have now. So went from $237 to $153 total price. This includes full digital/hd TV with DVR rental, modem rental, home phone, blah blah. The only service change is I went from 50/5 Internet down to 30/5. This saved me an extra $20 which I thought was worth it. The nice thing is, there was absolutely ZERO haggling.… Read more »

Greg
Guest
Greg

Tweeted on Friday and got a call today from TWC in Maine. $172 bill for Watch & Surf with Extended Sports Pack, DVR, etc. dropped to $110/month for a year…. No haggling. Guy called up said that my twitter contact had been forwarded to him and that he was going to take a look at my rates to see what he could do. Was on the phone for less than three minutes

keith
Guest
keith

This worked for me also, tweeted them in the morning got a call in the afternoon. I’m not a good negotiator but they offered me a $22 dollar reduction and free HBO and Showtime movie package. I took the deal $22 bucks is better than none. Thank you for this site and helping my frustrations.

Shannon
Guest
Shannon

Sending an email to ‘[email protected]’ doesn’t work, the email comes back as undeliverable.

Sending a tweet to @TWC_help also doesn’t seem to help as I keep getting the run around and they tell me that I’ve already spoken to someone in retentions about special promos, which I haven’t.

What is the next course of action? Actually put in the cancellation work order and wait for them to offer up a better deal before they disconnect service?

Pete Saverino
Guest
Pete Saverino

Thanks, Phillip! Last year I had called and it took some time but I was able to get a good deal. But I just tried twitter and recieved a response in about 5 minutes. I recieved the call about an hour later and 8 minutes after that I’ll be saving $700 over the next year. Our bill is going from $195 a month down to $136 after taxes and fees, and they’re giving us the same rate that new subscribers get! Deal!!! Did you use the same technique again this year? If so, did it work the same way? I’m… Read more »

John
Guest
John

I find it oddy that they do not list the actual prices. Is it possible this actually just means that the rate listed is guaranteed for 12 months not to change? Otherwise I would think that them saying these are not introductory rates would be a contradiction with what their website says.

DaveO
Guest
DaveO

I just got an offer to upgrade to Extreme internet speed for an extra $10 a month (Already have my own Motorola SB 6141 modem and use an Ooma for my local phone). I could use the extra speed but I really don’t want to give them any more per month than the $120.07 (Standard Internet and Basic/Standard/Digital Variety package, plus DVR and local taxes, fees, etc) I am currently paying( which is a price increase from the $108 I was paying just a few months ago for the same service level). I keep getting offers from AT&T for U-verse… Read more »

JackRippers
Guest
JackRippers

@philipdampier Phillip, I’ve been reading this board honestly since December 2012, but haven’t had the time to invoke your teachings. I want to cut some costs for my parents since I’m back visiting. I’ve upgraded them from 2 old Zenith CRT (tube tv’s) to 2 HDTV’s from bestBuy (but price matched on amazon) which was killer great deal. They don’t have the HD signal so the picture quality is poor. They also don’t have internet. I would like to add INTERNET to their bill, but lower the overall bill from what it currently is since they only have like 1… Read more »

Mike
Guest
Mike

I currently pay $54.99 for Standard internet. I tweeted @TWC_help 2 days ago and after DM’ing them my info, I got a call from a very nice rep offering me the Standard Internet promo rate of $34.99 for 12 months. I happily took it and thanked her for calling.

Charles Dennett
Guest
Charles Dennett

A year ago I followed the instructions here and got a substantial discount. That deal was only for a year and is coming to an end. So, what do I do now? Threaten to cancel again? Live with the regular price for a while? Has anyone had luck renewing a special deal or getting a new deal after the previous one expires? I’ve put off buying a cable modem since I’m not currently charged extra for it. My son is building an HTPC system and dropping cable (but keeping Internet obviously). I’m technically competent to do the same thing. He’s… Read more »