This is totally normal for ISPs. up-selling, attempts to retain customers at any cost. At comcast it was pressed on our call center tech support guys fairly hard but moreso on customer service reps in the billing/accounts department. at AT&T there was literally a whole department called "the save team" who got financial incentives to retain customers. if you called to cancel, you would be put on the line with the save team. they could get credit for a save if they could transfer a customer back to technical support "oh, our tech guys can fix that problem for you and your service will be fine, plus i gave you a month credit" (or something to that affect). and then the tech staff would get this transferred call about how their printer didnt work. completely unrelated, and after being bounced around and on hold, then being told "uhhh. we cant help you with that", they got right pissed and demanded to cancel again. the save team rep, already got a notch on their saved belt but the customer still quit. it was a corrupt system right to the core :)
Horseshit! The way to keep me as a customer is to deliver good value for my money. Presumably, that means at least delivering what we agreed upon when I signed up. If I call because you're not delivering that, fucking fix it and then give me my month's credit. I will go away happy. But do not, under any circumstances, try hardball tactics to get me to give you still more money for things that I'm now certain you can't/won't deliver. You will only solidify my opinion that you are a bad bet and that I should buy my service from one of your competitors. Hey! Stop laughing. There might be one...