[TriLUG] Google Fiber

[Kevin Otte]

There's your problem: you tried logic. I think they are specifically 
trained to deflect this sort of thing. They count on customers not 
comparing notes with each other.

The only way to get them to budge (and even that isn't guaranteed) is to 
threaten to actually leave. Another strategy for this is to look up the 
rates for EarthLink (http://www.earthlink.net/access/cable.faces) and 
tell retentions what prices you're looking at. Best case, they 
match/beat. Worst case, you switch. It's TWC's lines anyway, so nothing 
really changes.

On 02/02/2015 03:16 PM, Ron Kelley wrote:
> This is crazy.  I just called TWC and spoke with a lady in the retention
> department.  I asked why I am charged $39.95/mo for the 30/5 package when
> my father-in-law pays $34.95/mo for the *same exact package*.  She was a
> clueless as could be and had no idea how he got that price.  When I asked
> about dropping the rate, she said "...that rate is only for new
> customers".  In fact, I know at least two people who got 30/5 for $34.95/mo
> and they have been with TWC for a long time.  I also asked about the
> Ultimate (50/5) package, and she said it was $107/month!  Good grief!  It
> is not that expensive even on the official TWC page!
>
> Guess I should be happy to pay $39.95/mo for my service...
>
>
>
>
>
> On Mon, Feb 2, 2015 at 1:56 PM, Wes Garrison <wes at xitechusa.com> wrote:
>
>> Works for me too.
>>
>> Here's the easy way to do it.  Don't mess with "customer service" at all.
>>
>> Call (919) 595-4892.
>>
>> Say "Cancel"
>> Say "Disconnect"
>>
>> This will get you directly to the retention department, who are the only
>> folks with the power to do anything useful.
>>
>> 30/5 Mbps = $39.99
>> 50/5 Mbps = $49.99
>>
>> Not bad, eh?
>>
>> Thanks Ron!
>>
>> _________________________________
>> Wesley S. Garrison
>> Network Engineer
>> Xitech Communications, Inc.
>> phone:  (919) 260-0803
>> pager:   (919) 869-1744
>> fax:       (919) 932-5051