goziggy
Level 1: Cadet

Changing Mobile Plan while in contract

Answered
Why can’t I increase my plan inclusions? I am currently on a Go Mobile Plus $149 plan and want to increase my inclusions to the next plan up (with 100GB data) I don’t want to recontract and I don’t want to payout my existing handset. I was under the understanding that I could move to a higher plan within the same plan family without incurring ETC’s but after spending a few hours speaking with multiple consultants on the online chat I have been told that I can not make this change without paying out my handset?? I think they are giving me the wrong information as Telstra’s customer terms are saying that I can make the change. Why can’t anyone help me??
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Accepted Solutions
IvanS
Support Team
Support Team
Accepted Solution

Re: Changing Mobile Plan while in contract

Hi MELso, 

 

Just to clarify, when signing up for a mobile plan, you are able to change to a higher plan within that same family of plan options (ie Go Mobile Plus). 

The Critical Information Summary for the Go Mobile Plus plans can be found here: https://www.telstra.com.au/content/dam/tcom/personal/help/pdf/cis-personal/mobile/personal-critical-...

 

If however, you are not wanting to change to a higher tier within your original plan range and would like to change to a new in market plan option, you are able to recontact onto a new option and have the ETC waived. Any device payment currently outstanding will then be charged on the next bill. 

 

Also if you have reached the 12-month mark for your current contract and are considering a new handset Buy or Lease plan option here: https://www.telstra.com.au/mobile-phones/plans-and-rates you could look into the New Phone Feeling, and can find the details for that here: https://www.telstra.com.au/mobile-phones/plans-and-rates/new-phone-feeling

 

When logging into your My Account here:  https://www.my.telstra.com.au/myaccount/home and clicking on the mobile service in question, it will list any remaining costs for recontract vs if you were to cancel the service.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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EthanG
Support Team
Support Team

Re: Changing Mobile Plan while in contract

Hi @goziggy,


Thanks for reaching out. Sorry to hear about your experience, this is not what we want for our customers at all.

 

Could I please confirm the reason you are looking to move up to the next plan?

Please let me know.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines
MELso
Level 1: Cadet

Re: Changing Mobile Plan while in contract

You're likely striking the same problem I am: the Go Mobile Plus plans have been discontinued, which means you need to go onto the new plans. In my case, I was told I would have to pay out my device AND face an ETC if I moved from the old Premium Plan to the New Unlimited Plan because they were different plan families.

I wish there was some clarity around exactly what happens, particularly if recontracting for 24 months. I have received conflicting advice with some saying I'd be slugged with an ETC and others saying I wouldn't.
IvanS
Support Team
Support Team
Accepted Solution

Re: Changing Mobile Plan while in contract

Hi MELso, 

 

Just to clarify, when signing up for a mobile plan, you are able to change to a higher plan within that same family of plan options (ie Go Mobile Plus). 

The Critical Information Summary for the Go Mobile Plus plans can be found here: https://www.telstra.com.au/content/dam/tcom/personal/help/pdf/cis-personal/mobile/personal-critical-...

 

If however, you are not wanting to change to a higher tier within your original plan range and would like to change to a new in market plan option, you are able to recontact onto a new option and have the ETC waived. Any device payment currently outstanding will then be charged on the next bill. 

 

Also if you have reached the 12-month mark for your current contract and are considering a new handset Buy or Lease plan option here: https://www.telstra.com.au/mobile-phones/plans-and-rates you could look into the New Phone Feeling, and can find the details for that here: https://www.telstra.com.au/mobile-phones/plans-and-rates/new-phone-feeling

 

When logging into your My Account here:  https://www.my.telstra.com.au/myaccount/home and clicking on the mobile service in question, it will list any remaining costs for recontract vs if you were to cancel the service.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

View solution in original post

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