This Spectrum rep explained exactly how reps are expected to convince potential cord cutters to get cable and, if that fails, how Spectrum wants to get more money from you. Hopefully, this helps you know what to expect when you call to cancel your package or try to get internet only.
The first thing all reps are expected to do is to push a triple play package of TV, phone, and internet no matter what people call about. Even if you call for internet only, expect them to push phone. If that fails, they are to push the TV-only packages even if you want internet only. If you still say no, before the rep can move on to what you really want, they must once again defend the TV bundles and try to convince you it is the best deal.
If you still say no to everything and say you want to cancel or want internet only the following is Spectrum reps are supposed to respond:
Step One: Push Spectrum TV Choice
If you are still determined to be a cord cutter, Spectrum reps are to first push their TV streaming packages. Starting at $21.99 to $44.99 plus $3 to $8.85 in fees, these packages still count as a TV subscriber for Spectrum. So, Spectrum really wants to push these plans to keep their TV numbers up.
Step Two: Push Increased Internet Speeds
If you turn down their streaming TV packages, Spectrum reps are expected to push you to increase your internet speed. This helps Spectrum make more by getting you to sign up for a higher priced internet package than you need.
Spectrum is not alone in this. Almost every ISP will try to convince you to get the highest internet speed possible. Remember: It is easier to upgrade your internet speed but harder to get them to downgrade it to a slower speed if you find yourself overpaying.
Step Three: Push Double Play and Triple Play Options
Once again if you say no to both streaming TV and a faster internet option, look for Spectrum to push phone or TV bundles again. Why? Bundles make them more money. While it may sound cheaper up front, the fees help Spectrum make more.
Ever Wonder Why You Can’t Just Quickly Get What You Want?
According to the rep we talked with, Spectrum phone reps are heavily monitored. Failure to follow the script can result in a lost job. Reps are expected to repeatedly push bundles and anything to make more money.
Reps are also expected to have you off the phone in 10 minutes, so they can get to the next call.
So, remember next time you want to make a change to your account or cancel cable TV these are the steps you will have to go through to get to what you want. Hopefully knowing what to expect will help you be ready to say no over and over again until you get what you called about.
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