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I'm looking to upgrade one line to an iPhone 7 and called into customer service to discuss plans. I ended up being offered nothing but the standard rates that a new customer would get even though the lines been with Telus for ~20 years. When I mentioned that another carrier would offer me large port credits the loyalty rep just said that shes aware of it but can't do anything but offer me the same rates that are available for everyone else. There has to be someone I can talk to in order to get a decent deal on a new phone.
Historically you could ask to speak to loyalty and retentions, but anecdotal information suggests they can offer little more than the front-line staff.
Number portability has made it easy to move, so it seems all the carriers are focussing most on gaining new customers through sale prices, and retaining them based on service.
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If you're buying a new phone through one of the carriers that is not unusual. If you buy a new phone independently and just put your SIM card in it, you can keep using the old plan.
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