topic Re: Changing from grandfathered plan in Get Support

Changing from grandfathered plan

dnclarke — Tue, 04 Jan 2022 18:51:29 GMT

So since when can you not change your plan after your plan expires?

Currently on a grandfathered plan, so the system does not allow me to change it online.

Called 611 to change my plan and make a payment and the operator told me that because my plan isn't active, he cannot change my plan? Which makes absolutely no sense... I let it expire precisely for that reason... Why should I have to renew my plan and then try and call again in a month a few days before it expires to change it? That's stupid.

Re: Changing from grandfathered plan

xCameron94x — Thu, 08 Jun 2017 14:50:49 GMT

If your account/plan is expired or "suspended" you need a Mod to manually change the plan for you. @Mary_M is this correct?

Re: Changing from grandfathered plan

dnclarke — Thu, 08 Jun 2017 14:51:58 GMT

...you would think that the CSR would be able to do that when I called 611. Which he said he could not.

Re: Changing from grandfathered plan

dnclarke — Thu, 08 Jun 2017 14:55:39 GMT

Then again, I wouldn't put much faith in his abilities, considering he couldn't even remember which language to keep speaking.. Started humming or singing to himself in French while pulling up my account, then started talking to me in French. -.- Knew things weren't going to go well already at that point...

Re: Changing from grandfathered plan

Mary_M — Thu, 08 Jun 2017 14:55:56 GMT

Hey @dnclarke,

thank you for sharing your concern regarding the plan change from a grandfathered plan !

To clarify, we can change your plan after it expires! One reason why a request must be sent to change the plan is because we must notify you of the changes that will occur and we need consent for this (such as losing call center access).

If the funds are already available, please send me your phone number via private message and I will look into it for you 🙂

Let's keep the conversation going,

Mary

Re: Changing from grandfathered plan

Someone_here — Thu, 08 Jun 2017 16:59:17 GMT

@dnclarke wrote:
Called 611 to change my plan and make a payment and the operator told me that because my plan isn't active, he cannot change my plan?

...you would think that the CSR would be able to do that when I called 611. Which he said he could not.

That is a mistake from the CSR over the phone.

When I switched from grandfathered to a new plan, my plan was expired. They activated the new one over the phone without any problem.

Note that you are elligible to the loyalty and autopay rewards for your first billing cycle as well. You will probably pay for the full price of the first billing cycle, and these amounts should appear in your "available funds" and will be used to reduce next payment. If they do not appear (like in my case), just write to a mod and they will fix it.

Re: Changing from grandfathered plan

kav2001c — Thu, 08 Jun 2017 17:58:22 GMT

@dnclarke gf plans always were more difficult then current ones (no idea why; even before they used to ask them to call in to make plan changes)

The CSR might have been mistaken (since Public shut down call centre, it would not surprise me if you were speaking to a Koodo rep now)

Re: Changing from grandfathered plan

Someone_here — Thu, 08 Jun 2017 18:09:40 GMT

@kav2001c wrote:
The CSR might have been mistaken (since Public shut down call centre, it would not surprise me if you were speaking to a Koodo rep now)

Grandfathered clients are indeed talking to Koodo rep. when they are calling (and I guess they have some training for Public Mobile, but they definitively don't know everything nor read this forum 😉 )

Re: Changing from grandfathered plan

Luddite — Thu, 08 Jun 2017 18:47:39 GMT

@kav2001c Legacy accounts have always been "difficult" to switch because PM wants assurance the customer knows they are giving up the right to call for support.

BTW: was there an announcement about Koodo supplying the call centre support for Public Mobile?

Re: Changing from grandfathered plan

Someone_here — Thu, 08 Jun 2017 18:57:10 GMT

@Luddite wrote:
BTW: was there an announcement about Koodo supplying the call centre support for Public Mobile?

@Luddite

No idea, but I called twice recently and when I asked both employees told me they were also CSR for Koodo.

Re: Changing from grandfathered plan

computergeek541 — Fri, 09 Jun 2017 04:31:31 GMT

@Someone_here wrote:
@Luddite wrote:
BTW: was there an announcement about Koodo supplying the call centre support for Public Mobile?
@Luddite
No idea, but I called twice recently and when I asked both employees told me they were also CSR for Koodo.

I have no actual information about about that, but strongly suspect that Telus or Koodo (or a company that they are paying) has been providing call centre support for a while now. To me, it just wouldn't make sense to have separate departments doing the same job, just because the customer is on the parent company's other brand. Rogers and Fido have been doing that forever, and when you call into customer service, the representives will sometimes slip up and say something as "thank you for choosing Fido" even though you called in about a Rogers Wireless account.