Can't keep plan if I upgrade

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Rileythedj
Friendly Neighbour

Hi all. First post here. 

Have been with Telus for just over 5 years now. When I first signed up, I went with their Student $55 Plan. It was still when they used 3 year terms. After that expired a few years ago. I tried to upgrade to an iPhone 5s. I was told that in order to keep my plan, i would need to purchase some add-on's to bring my rate plan up to $70 a month. I obliged and then I was sent a new phone. After that two year term ended, just month ago, I looked into upgrading to the iPhone SE. I called the loyalty department to ask about my data and upgrading. Because I had been given a "loyal customer 2GB of bonus data" out of the blue a few months ago totaling my data out at 3GB. I wanted to make sure i wouldn't lose that. The first guy i talked to somewhere far away said that i could keep my plan if i bought the phone for $200. I said i'd think about it. Called back the next day and got some guy in Guatemala. Said he has never heard of this and it wasn't noted on my file. Wouldn't work he said. Started offering me the same deals that are online that new customers can get! Talk about loyalty. He said a manager would call me back to figure out what happened with the first deal. Never did.. Talked to another lady last night, and horray! She was in Canada! That's as good as it got. Told me there is no physical way to keep my plan. Said i would need to upgrade to a "Your Choice" plan and add data on to that, which is **bleep**ty! Terrible price. Said it would be $55 or $60 for the voice, and $35 or so for 2.5GB of data! That's more money for less data! If you have made it this far into the post, thank you for taking the time to read it. I'm wondering if anyone knows a way, or has been able to upgrade and renew a grandfathered plan. She said to do that i'd have to buy the phone outright. Not happening... Just want to pay a little bit of money for the phone and keep my plan! Thanks!


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NFtoBC
Community Power User
Community Power User

In my experience, you can either keep your sweet grandfathered plan OR get a subsidized phone, but not both. You have already received a loyalty bonus to your plan in the form of additional data, so now it would seem you need to decide which has greater value to you - the plan, or the subsidized device.  I know of many folks who are holding tightly to the valuable plans from 2009, and buying their new phones outright, rather than losing the plan they have had all those years.

 

 

 Edit: cross posted with @Nighthawk

NFtoBC
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Rileythedj
Friendly Neighbour

Also, in hindsight, i possibly should've posted this in the "My Mobility Account" section. Apologies as I did not see that option.

Nighthawk
Community Power User
Community Power User

It's still under the Mobility forum so it's all good. 🙂

 

Unfortunately this is a common topic that comes up. I wish it was easier to keep old plans but since the cost of new devices has to be paid in 2 years rather than 3, the new device costs are so high and the Canadian dollar buys much less right now, all carriers are forcing users to get new plans with the phones. Last time mine came up I bought my own phone but I know that's not always an option for everyone.


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NFtoBC
Community Power User
Community Power User

In my experience, you can either keep your sweet grandfathered plan OR get a subsidized phone, but not both. You have already received a loyalty bonus to your plan in the form of additional data, so now it would seem you need to decide which has greater value to you - the plan, or the subsidized device.  I know of many folks who are holding tightly to the valuable plans from 2009, and buying their new phones outright, rather than losing the plan they have had all those years.

 

 

 Edit: cross posted with @Nighthawk

NFtoBC
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Rileythedj
Friendly Neighbour

Too bad there isn't away to have both. My plan is good. Definitely better than some of the new ones offered. But I did read online that someone was selling there grandfathered plan for over a thousand dollars and it had unlimited data! Wow.

Anyways, I wonder why the first guy i spoke with offered that i could keep it and pay for the upgrade. But nobody else at telus would honour that. I would rather have the plan!

Thanks! 

Mobility_Princess
TELUS Employee
TELUS Employee
It depends when you spoke to the first guy because Telus changed this policy effective July 12. Ouch right? Now you have to go to the new plan to get into a contract. Sorry 😞 iPhone SE is $590 outright and slightly cheaper on apples website.
Mobility Client Care Rep
Rileythedj
Friendly Neighbour
The first guy was on July 6th, second guy was July 8th, and the lady was yesterday the 12th. Only the lady yesterday spoke about your choice plans. Which are stupid compared to what I have now. It makes sense if they changed their policy and plans on the 12th then if she offered different than the second guy.
The second guy had said my bill has to total either 70 or 80, or maybe he said 75 or 80. Can't remember which one, but he said it would be a free phone if I chose 80, and a certain price if I chose the cheaper one.
Could retentions do anything for me? For a loyalty deparment, they don't seem to care about loyalty! Offered me the same deals...sorry, can't call them deals, the same PRICES as online!
Nighthawk
Community Power User
Community Power User

With the reasons I provided earlier, it's not likely to see any provider offer cheaper deals involving a new device.


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WestCoasterBC
Community Power User
Community Power User
Sadly you get less and less data for more cost.. Gone are the days of 6gb+ plans with unlimited talk and text for $65

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Rileythedj
Friendly Neighbour

Yes, that's too bad. Someone in my family who was with Fido had a plan with 5GB of data. Think it was more than $65 a month though. Could've been up to $90, which is still better than what is offered now. He left that provider and switched to wind, when he switched back, they wouldn't give him that old plan back.

 

Seems as if each time you upgrade, they want you to increase your rate plan. Guess that's just business, but how far will they go? Many years from now if i keep renewing, adding an extra 5 bucks a month onto my plan every 2 years? 😕

 

So to the person said posted about the legacy plans would not be able to be renewed after the 12th, why would they not say that on the phone to me? "Sorry we just changed our policy." Just said that "we can't do that." Trying to get a hold of the guy I first talked to and see what's up. If that doesn't work, I know somebody from a telus store and hopefully they can settle things for me.

Mobility_Princess
TELUS Employee
TELUS Employee
Yeah totally understand where you're coming from! it's up to the person on the phone how they want to word it when they're explaining you can't have something. Typically if you tell the customer the policy changed recently, specifically that yet day, they become more upset and/or think someone can modify our internal systems to get them the old policy service agreement. Of course once it's changed in the computer system there's no going back. Retention should have something for you 🙂 it's not that they don't care, they simply don't have access to something that's $80 for 5gb for example. The minimum spend requirement is&75, you're correct. However new customer plans aka your choice for a premium device (all iPhones) only start at your choice 55 for 300 local minutes and 1gb for $25. Which if you do the math means you actually start at $80 not $75
Mobility Client Care Rep
Rileythedj
Friendly Neighbour

Thanks. Finally! Someone who works for Telus who can understand and talk to customers like a real person! No beating around the bush! (I assume you work for them?) The second guy on the phone repeating the same thing, "an $80 plan on a new two year term". Yeah, i know it's a two year term so stop repeating it! And the other lady, "You would have to purchase a new Your Choice Plan". 😕 Could create a drinking game for every time they say Your Choice! I guess they just have to read off a script or something.

Anyone have a direct phone number for retentions?

Nighthawk
Community Power User
Community Power User

No. You just call in and ask to speak with retention. If you're polite with them, most cases you can get good results.


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Mobility_Princess
TELUS Employee
TELUS Employee
Well thanks I try! Yes I do work them! The idea is that we do not sound like we are reading off a script but alas, some people sound that way 😞 sorry for that! The drinking game comment is epic! Loyalty got rid of their dedicated number for customers so you just call in to client care now. *611 from your cell phone. The care person may have loyalty features but not all do. You can certainly ask for loyalty directly though and they can transfer you 🙂
Mobility Client Care Rep
Rileythedj
Friendly Neighbour
Surprisingly, the client care person on the online chat gave me a direct line to loyalty!
Falcon
Friendly Neighbour

I would love to upgrade to a new phone.  Problem for me is I don't even use data and don't want a data plan.  Now I'm wondering if I should stick with Telus or jump ship and go to Koodo who still offer just talk and text messages without forcing you into a data plan when getting a new phone. 

I talked with my co-worker who agreed that forcing someone into a data plan is just plain crooked. 

 

 

NFtoBC
Community Power User
Community Power User

You can get a voice and text plan from Telus with a subsidy for their Smartphone lite category of phones. If you want a premium phone, then you would need to purchase it outright, and ask about the BYOD options. Since Koodo does not subsidize the phones they sell, you would need to determine which has the best value.

 

NFtoBC
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Falcon
Friendly Neighbour

maybe, I checked their website and they only have two that don't require a plan.  Going to check on reviews to see what others are saying.

 

I remember the old days when the cell was nothing more then an emergency phone and thats how I've treated my cell most of the time,  can't stand using it on the internet.  

NFtoBC
Community Power User
Community Power User

@Falcon

   Then get the phone you want, and buy a prepaid plan. For $10 per month or less, you can have the emergency phone you describe.

 

 

NFtoBC
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