Martin Lewis has issued a stark warning to consumers negotiating deals for TV, broadband, or mobile services: call handlers can hear you even when you think you are on hold. Speaking on his BBC podcast, the consumer expert said he was "really shocked" to learn this industry practice, which he described as "chilling."
Call handlers can hear you on hold
A former call centre worker told the show: "If you think you're on hold, don't assume because there is music that the call handler can't hear what you're saying." Lewis said this fact "has sent chills through me and I think it will send chills through everyone who hears it." He warned that customers might accidentally reveal sensitive personal details or signal to the handler that they would accept a lower price, undermining their negotiation position.
Negotiation tips from insiders
Despite the warning, Lewis shared several positive tips for securing a better deal. One insider suggested pressing the '#' key when calling, as this often bypasses automated systems and connects you directly to a human operator. Another key piece of advice: always be polite. A call handler said that courteous customers are more likely to receive discounts because staff have discretion over who gets a deal.
Use the cancellation threat
Lewis also recommended a classic tactic: when your contract is up for renewal, simply say you want to cancel. This often prompts the provider to immediately offer a better deal. He noted that call centre staff have a limited number of discounts they can give each day, so being polite and strategic increases your chances of success.
