Changing Optus Plan. I Don't Understand The Logic

Platinumtelecom on 15/09/2018 - 09:05

I am having a bit of a frustrating moment with Optus.

I recently joined Optus on a 24months plan. Very happy with the service.

I subscribed to a $79 plan. Now I require more inclusions into my plan so I contacted Optus to increase to a $105 plan.

Apparently, this isn't possible unless I cancel and re-contract?! This would incur cancellation fees? WTH?

What kind of company would make it difficult for their customers to spend an extra $25/month?!

I thought this was an error by the sales person but got the same answer on the phone and during a second libe chat session.

I understand this would apply if I was trying to decrease my plan, but this isn't the case.

I never had this issue with Telstra, they would absolutely take make money to increase my plan.

If anyone could perhaps clarify for me… am I missing something??

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Comments

  • [Deactivated] on 15/09/2018 - 10:23
    +4

    Very happy with the service.

    Someone is happy with an Australia Telco. Now I've seen it all.

    • Platinumtelecom on 15/09/2018 - 10:27

      Actually was pretty happy with Telstra too.just a bit too expensive.

    • Diji1 on 15/09/2018 - 11:17

      Optus as well …

  • yippy on 15/09/2018 - 10:25

    Have you tried doing it through the website or the app? I've previously done the same thing and had no issues going up a plan on the website.

    • Platinumtelecom on 15/09/2018 - 10:26

      I did and strangely it is showing my old SIM only plan…. So I don't have options to upgrade.

  • follow on 15/09/2018 - 10:27

    go in store

    • Platinumtelecom on 15/09/2018 - 10:28
      +1

      Tried this too… they can't help apparently and gave me a phone to call customer service. I just find it very strange that they can't fulfil such a simple request.

      • payton on 15/09/2018 - 11:45

        Same here, if anything you are renewing your contract at higher price = more revenue to then

  • Platinumtelecom on 15/09/2018 - 10:32

    This is what the critical information summary says:

    Plan changes

    You can change your plan during your contract term provided
    you move to an in-market Promo Flex or My Plan Flex leasing
    plan with a higher monthly access fee. You cannot change your
    plan during the contract term to a plan with the same or lower
    monthly access fee or to a non leasing plan. If you change your
    plan during your contract term a fee may apply and any handset
    repayments and device credits will remain the same.e.

    • BLAIL on 16/09/2018 - 10:35

      Had a similar issue to you - what they told me is that I couldn't rate plan change to a different plan family. and that these "plan families" have rules built into them which prevent us
      from going to those plans. I ended up getting waive fee from retentions and i was able to recon early.

      • Platinumtelecom on 16/09/2018 - 10:46

        I did several live chat sessions yesterday. Received 10 different responses until I finally spoke to the right agent last night who "re-keyed" the order with the new plan. Apparently should be done within 2-3 business days.

        It is a very strange business model, perhaps they have good reasons for it, I just don't see it.

  • TheRealCher on 15/09/2018 - 16:27
    +1

    Virgin did this to me as well. Pissed me off. Makes no sense, they're getting more money for a longer time but they see it as a breaking of a contract.

  • Strahany on 17/09/2018 - 00:10

    When you say going from a “$79 plan” to a “$105 plan” does that mean “$105 for the plan + handset repayments” or does that mean “I looked on the website and $105 is what it would cost me to get my phone, today, on that plan”?

    Optus (and Virgin when they were around) allow you to go to a higher plan, but not change the handset repayments. So, for example, imagine you can choose a $50 plan + $29 handset ($79/m) or a $60 plan + $23 handset ($83/m). If you were to sign up to the $60 + $23 then you can’t go down (as you said). If you choose the $50 + $29 plan, then you can go up to the higher plan, however your handset repayments remain the same so it wouldn’t be $60 + $23; it would be $60 + $29.

    So if you’re enquiring about switching to a plan that is $105 “all up” then, no, you can’t. What you can do, though, is switch to whichever monthly cost that is, and add on your current handset repayments. This is provided that it’s in the same family (e.g can’t go from personal to business) and that nothing has changed in the last month or so.

    • Platinumtelecom on 18/09/2018 - 09:23

      Both the $79 plan and $105 plan include the handset at $0.

      For me it is not so much my choice of plan being refused that is my problem, but if I call my provider and say I need more Data and more international calls as my requirements have changed, then at least they should provide an Option. What I find absolutely crazy is that a company like Optus would simply say "You have contracted for a $79 plan, you can't change".

      It's a weird business model not to offer clients an opportunity to spend more money.

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