fragilehearted
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fragilehearted
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Registered: ‎02-09-2013
Beware - Apple removes your grandfathered text plan without your consent!

‎02-09-2013 02:25:05 PM

If you're thinking of getting the iPhone 5, Apple WILL remove your text plan when you upgrade (and they won't tell you). And then you will call AT&T to get your old plan put back on, and they'll say "Sorry! Pay per text or $20/mo for unlimited. No middle ground."

 

This isn't really posted to ask for help, since I've had 3 calls to AT&T with a variety of resolutions:

Call 1 - we'll send a message upstairs & they'll get it added back for you!

Call 2 - you opted out of the plan, so we'll see if anyone can put it back for you, sending note upstairs!

Call 3 (same day as call 2) - even if you didn't opt out of the plan, actually, no one can/will do this for you, so we're really sorry but we won't even offer any sort of exception or compromise other than to say you can pay per text or pay the unlimited, which is $240/year vs. the $36/year that you were previously paying. Yes, we do realize it's insane to expect you to pay $200 more a year than you were, but we don't really care to offer you any other sort of solution.

 

Anyway, if 3 calls won't get a solution, doubt this posting will. But I do wish someone had warned me this might happen. So if this post helps even one person, I will feel better about this situation. Letting Apple remove my text plan without even telling me is just an absurd business practice.

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Dcookie
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Re: Beware - Apple removes your grandfathered text plan without your consent!

‎02-09-2013 03:45:21 PM

Not sure why Apple would remove your text plan...since they're the ones who manufacture the phone and ATT handles your plan, but sorry to hear that. You CAN try sending ATTCustomerCare a Private Message here, on the forum. They're here to help. . 

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fragilehearted
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fragilehearted
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Re: Beware - Apple removes your grandfathered text plan without your consent!

‎02-10-2013 02:01:43 AM

The customer service reps (when I called earlier today, well, yesterday) advised me that when I upgraded to my iPhone 5 (which I bought via the Apple site & picked up from the Apple store), the Apple reps were supposed to advise me that I was forfeiting my current text messaging plan when I was upgrading my iPhone. Said reps, of course, did not mention my phone service (texting, data, or voice) at all, so I got quite the rude awakening when I checked my bill to see that my text messaging plan had been eliminated & that I was being charged per text. AT&T refuses to re-add it because it is a plan that no longer exists. They have offered me nothing other than pay per text or $20 per month for unlimited. Since I was spending $2.99/mo for 100 texts (yes I realize it's an old plan, but I had it through a Nokia brick phone, a Motorola, a 2nd Nokia phone, a Motorola flip phone, 2 Palm Trios, 1 iPhone 3G...so yeah, after a plan that lasted through 7 phones, it's reasonable to think it will last through the 8th), this is a most absurd suggestion, to go from paying $36/year to $240/year. Almost $200 more! No other options have been offered, even though this is clearly unfair. I sent a message to Customer Care (as you suggested), but doubt they'll care, considering that 3 phone calls go me nowhere...
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Dcookie
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Re: Beware - Apple removes your grandfathered text plan without your consent!
[ Edited ]

‎02-10-2013 05:38:35 AM - edited ‎02-10-2013 05:38:45 AM

Whether it was an old plan or not, it shouldn't have been changed, I agree with you. All you did was upgrade. 

 

Just wait to see what CC can do for you. Good luck...hope everything works out. 

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ATTCustomerCare
Posts: 326
Registered: ‎10-21-2004
Re: Beware - Apple removes your grandfathered text plan without your consent!

‎02-11-2013 11:29:49 AM

Hi fragilehearted,

We received your private message and we would be glad to help. I have responded to your message requesting the information we need to assist you.

Thanks!

Nicole K.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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fragilehearted
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fragilehearted
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Re: Beware - Apple removes your grandfathered text plan without your consent!
[ Edited ]

‎02-12-2013 04:31:13 PM - last edited on ‎02-12-2013 05:53:53 PM by Moderator

Just wanted to post a happy result! Today I got a call from Sam (I think that was his name), regarding my issue. They were not able to add my plan of 100/mo for $2.99 back, but they were able to add another expired plan, of 200/mo for $5. I accepted this offer. I checked my plan by logging into my account online, & it's on there, added as of today. And the rep I talked to was really nice. I'm happy with this resolution - thank you Sam & thank you AT&T for resolving my issue!

 

[edited for privacy]

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Dcookie
Posts: 10,642
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Re: Beware - Apple removes your grandfathered text plan without your consent!
[ Edited ]

‎02-12-2013 05:00:46 PM - edited ‎02-12-2013 05:02:51 PM

Glad to hear you are happy with your end result. :smileyhappy:

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