Plan question (to anyone who knows)

[CharredPC]

We have two lines on our T-Mobile account (both BlackBerry 9700's). Our plan was:

-FamilyTime 700 (700 shared minutes)
-1000 texts ($10, wife's line)
-300 texts ($5, my line)
-Preferred Web Only ($20 x2)
-15% Alumni Discount

This made our bill $114.95 per month. Now, my wife went over her 1000 texts (no, I have no clue how!) so I went online to see about changing plans. The website recommended (and walked me through setting up) an "Even More Plus for Families 750" plan; 750 shared minutes, and unlimited texting and web on both our lines, all for $109.99. Awesome, huh?

Except the website refuses to let me do it. I get as far as the Change Services page (which isn't showing the bill amount), and then clicking Submit for Review brings up an error page. OK, no big deal, I'll just call and make the change... except they said they can't do it either, because we 'upgraded our phones a while back.' All they could do was to put us on an "Even More for Families 750" plan and backdate it so the recent text overages were covered. That's great and everything, but now after all this we're paying $124.95 per month! We could have just swapped out her texting for the $15 Unlimited and been paying $119.95

The T-Mobile rep convinced us to leave things as they are now to avoid paying the overage charges (she wouldn't / couldn't waive them unless we switched plans), and said she made a note on our account that I could call back on the 20th and "please let them" switch back to our previous grandfathered plan. This leaves us annoyed, confused, and frustrated. Why does the website (even now) continue to direct us toward that great-looking $109 plan if we're not allowed to have it? Will I really be able to call on the 20th and magically fix everything? The T-Mobile rep said due to our discount we wouldn't have to pay the usually $35 (per line) setup fee for the Even More plan, but we wouldn't qualify for another year...?

Edit: Now that the Even More for Families 750 plan is showing up on our account online, trying to select the Even More Plus plan brings up the error "We’re sorry—we can’t complete this transaction because Even More Plus for Families 750 Talk + Text + Web conflicts with one or more existing services on your account. If you’d still like to make this change, please contact Customer Care by calling 1-877-453-1304 or by dialing 611 on your T-Mobile phone."

[Artemis68]

How long ago did you upgrade your phones? See, to get onto EM+, you need to be out of contract. This is because there is no contract on EM+, so it wouldn't be fair to T-Mo if people were upgrading phones, then switching quick to EM+, then leaving for free, cause there's no contract.

I would call back and talk to Retentions and explain the situation. Call 611 and say "cancel" and that's how you get to Retentions. Those reps often have the power to get you back on your GF plan. Just explain the situation and be polite.

I would stay with your GF plan until you are eligible to make the move to the cheaper EM+ plan in the future.

[CharredPC]

Originally Posted by Artemis68

How long ago did you upgrade your phones? See, to get onto EM+, you need to be out of contract. This is because there is no contract on EM+, so it wouldn't be fair to T-Mo if people were upgrading phones, then switching quick to EM+, then leaving for free, cause there's no contract.

See, that makes sense. If they'd explained it to me in those terms, I would get it. We only upgraded our phones 2-3 months ago, so we probably just signed a full 2-year contract. Does that mean it'll be two years until we can think about an EM+ plan? If so, it's a non-issue anyway... when our contract expires, we'll likely be leaving T-Mobile since they have such lousy coverage here and no interest in improving it.

Originally Posted by Artemis68

I would call back and talk to Retentions and explain the situation. Call 611 and say "cancel" and that's how you get to Retentions. Those reps often have the power to get you back on your GF plan. Just explain the situation and be polite.

I would stay with your GF plan until you are eligible to make the move to the cheaper EM+ plan in the future.

I'm always polite I've done enough phone support to know they're just doing their jobs. Heck, I thanked this last one for increasing our bill!

Should I wait until the 20th like the rep told me, or call and fix things right away? I realize it's only a $5 monthly difference, but the wife's work just informed her she isn't going to be paid again for a month ... so every little bit helps.