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Grandfathered unlimited data plan no longer applies to applications after changing phones

After being a customer for over two decades it looks like it's time to part ways with verizon wireless. Similar to others in the past, I have been on a grandfathered unlimited data plan for nearly two decades. My entire family uses verizon services because during 9/11 they were the only carrier that maintained signal. Most of the year, I have little need for the unlimited data but I paid the premium for it anyway because on occasion I need to travel for work and will need large amounts of data and didn't want to have to worry about it.

Recently I got a new phone and in the past there were no issues if I bought it out of pocket, all the services transferred over fine. This time however, I got an error saying that my hotspot needed a subscription to work. Last night I called customer service and the rep "Taylor" who spoke with a southern American accent in a quiet room "resolved" the issue. I tested the hotspot which did work and then turned it back off.

Literally the next morning I received a text and email saying that my prorated data limit had been reached. Clearly something had changed. I called customer service again but this time it appears that I spoke to a non-English speaker in a busy call center. I only point this out because I find it odd that you can be connected to reps with such different workplace situations and backgrounds. The new rep "Anne" first told me that I only had a talk and text plan for 60 dollars a month and no data plan which of course is not true as I've been on an unlimited grandfathered plan for over ten years. It took some time just to get on the same page that I did have an unlimited plan. Once that was established, she then proceeded to tell me that the unlimited data plan I had did not include hotspot use or application services. This was not the case at any point until yesterday. In the month of January I used 20 gigs of mobile data and did not receive any notice of data caps and yet in one night I hit the new 4gig cap that had been placed on my account. I explained to her that something must have changed but she insisted nothing changed and that if I wasn't being charged for data usage besides web browsing and email before then it must have been a mistake. Why anyone would pay for data that doesn't include applications makes no sense to me. It's the same internet connection and data is data. I asked to have the issue escalated to her supervisor who was of no help either essentially parroting the rep.

After over a decade of using verizon wireless services and having payed tens of thousands of dollars to them over the years through my line and my family's lines. I will be happily cancelling my subscription with verizon due to their poor business practices. It's a shame as other than this one experience I have been happy with the coverage and service provided.

Comments

Verizon_Support

Hello, lamonstermash. Thank you so much for your many years of business as we love having you as our customer and would never want to see you leave. Being our customer for so many years, we have all seen many changes when it comes to the devices and plans. Let's work together to ensure you have the right plan to suit your usage needs. I have sent you a Private Message.

-Natasha

Jen415

Same thing happened to me, I called them to ask why this was happening and couldn’t get a straight answer from any of the Verizon customer service representatives. Each one of them told me that I shouldn’t be going through this just because I changed my phone, but other rude employees told me different. I went to the store to get help and they told me since I’m in a grandfathered plan they would absolutely not help me in store, that I had to call Verizon customer service if I need any type of help with my plan. Verizon convinced/forced me to change my plan because the lady said I can’t go back to my old plan because in their end I don’t have unlimited and is trying to charge me $800 for passing my data when I have unlimited. Just because we change our phones doesn’t give them an excuse to change our plans unless we consent or change it ourselves., please make that make sense. I’ve changed my phone plenty of times and had no issue up until now. Im hoping for many other Verizon customers who have gone through this would sue them, I have plenty of proof that I’ve been having unlimited data for 20+ years. It’s something they tried to take me out off twice, can you believe that? It’s upsetting. I’m also planning to change services with another company because if Verizon can change any plans without our permission or consent, that’s an invasion of our contract and privacy. They made these changes on their own without any repercussions and that is definitely not okay. ATT&T is the next step for me! Anyone who thinks of staying with Verizon don’t.
All the stress/mental health issues they put me through for 2 whole weeks, calling countless of Verizon representatives isn’t worth my time to stay with a bad company like theirs. My health is more important not a company that doesn’t put their loyal 20+ years customer first. Sad…

floatby

Was going to upgrade my phone and noticed this change in the plan. It’s an enticing offer to save double what Apple would give me for my trade in, but they are very quietly moving people off of unlimited data and making it as unclear as legally possible.

Jen415

It’s very upsetting. I’ve changed my phone countless times without any “data changes.”
May I ask what the difference between the grandfathered plan versus the ultimate plan?

SeriusQmega

Well you clearly didn't fully understand what it meant for to be on the gUDP. There NEVER was a hotspot feature for the plan but there were/are ways to turn it on depending on the type of phone you had. Also, those on the gUDP know better than to call costumer service about account issues other than billing. With that said, dont let them tell you what plans you have on your account when you can log into it yourself to verify.

GRMASUZ

They have been taking away options from people that have grandfathered plans when they want to change anything. They have been a good company for years and now they are not so good anymore. .

Verizon_Support

Jen415, we want to give you all the information you need regarding our unlimited plans. They both offer unlimited data, but the biggest benefit with the new unlimited plans is that you're eligible for more promotions so you know you're getting the best devices at the best price! Here's a link with more info on our unlimited plans: https://www.verizon.com/plans/unlimited

~Jesse

joanie552000

The GUDP did not get throttled (aka "deprioritized") at any level. It is ranked up there with those on Top Level data priority ... kinda like the ceos would get. The last couple of years, it started getting less priority than it used to, but it still has high priority over the most expensive plans.

I know, every rep will say that verizon unlimited dont get deprioritized. But they still do. Ask an honest 2nd level tech support rep; who doesnt get paid additional commissions. Last time I asked, it still was 22g before deprioritization. Dont ask sales or customer service reps.

I'd like to hear from someone who is using 100g every month and using their high data 100g usage, in a congested verizon customer area zipcode, if they are or are not deprioritized.

GBP2

Well finally lost my hot spot maybe due to operating system update not sure. Haven't hot spot in a while. Always kept my gudp but if they cutting me off might be time to cut them off. Knew for a while I was paying too much. Time to find a better option. Good job Verizon 20 year plus customer probably leaving

iiwii

I am having the same issue and Verizon has some of the worst support people I've ever worked with. They have hit me with an $800 bill for text overages on an unlimited plan. I called and spoke to a rep who argued for hours that Unlimited doesn't actually mean Unlimited only for her to finally speak to someone else and then say that the bill was an error. I was supposed to get a call back from the escalations team but never did. So I went into the store which was a complete waste of time as they just told me I'd have to call support and they were gracious enough to dial the number. So the next call rep I spoke to again fought me for about an hour until finally saying again that this was an error and she was escalating the ticket. She then managed to shut my texting off completely on my plan so we've been on the phone with Verizon again all day to get that corrected.

I know that Verizon is a large company and one person telling a sales rep on the phone that they'll "Leave Verizon!" doesn't matter to them in the slightest but based on this thread I'm guessing there are a lot of us. I've been with Verizon for over 20 years. I have Verizon Mobile and FIOS and my family has Verizon and I even pushed my company to go with Verizon but after the last few instances dealing with their "support" I'm about to start shopping around and I'm going to take everyone I can with me.

This isn't because Verizon is trying to push me off of the grandfathered plan, even though that's bad form, it's the fact that not one of their customer facing employees knows anything that can help or even explain why things happen. And if you're not making a purchase that gets them a commission they are going to be rude until you leave.

Jen415

Contact the CEO through his email and I promise you they’ll get back to you quicker than calling customer service support. Nothing is wrong by changing your device to a newer phone. They told me that I had to change my sim through the computer and that would’ve solved the issue with my grandfathered plan without any issues. Honest to say that I’m dissatisfied and disappointed at Verizon for everything they made me go through while figuring out why they were charging me significant amounts of money for no reason for supposedly passing my data when I have unlimited. Makes no sense. I honestly can tell you that I felt they did that to get me off my grandfathered plan.

supresmooth

Same thing happened to me. It took three months of arguing with them the first time it happened and then it was fixed for a couple of years. It happened again when they gave everyone free hotspotting during COVID lockdown. As soon as they turned everyone else's off, they also turned mine off, even though it is supposed to be on forever. I'm too tired to argue anymore and most of the people there are so new they don't even know what my plan is or how it was advertised to work.

Verizon_Support

@supresmooth
wrote: Same thing happened to me. It took three months of arguing with them the first time it happened and then it was fixed for a couple of years. It happened again when they gave everyone free hotspotting during COVID lockdown.

We are concerned to learn that you are experiencing issues with you plan and we are here to help. We will be glad to take a closer look at your account to ensure everything is set up correctly. Please be on the lookout for a Private message from us.

-Andi

millscot84

Similar but different issue for me. In our home we are unable to make a call without using wifi calling. We were finally able to get an 'extender' ordered (still waiting for someone within the company to approve our request). While on the phone with customer service she informed me that since I was on such an old plan that I couldn't access the newer cell towers, but for an additional $23 per month with a new plan I could then access those towers. Anyone hear of such a thing? I told her that's like telling me since my car is a 2017 I can't fill up a the gas stations built last year. Very frustrating...been a customer since the early 90's and looking at leaving.

WM2025

I have been with Verizon for over 22 years ( Yes 2 years shy of when they started) and have a grandfathered plan only to have price hikes and employees tell me the Grandfathered plans do not matter because they are trying to switch people to the new non grandfathered plans that’s why they keep raising prices on the grandfathered plans. I use way less data than I need each month, but still pay the same to keep what I have. First you get AI on the chats which do not know how to respond to questions, so I had to keep asking for a human. When I got the human to chat, I was basically told that the company can do anything it wants like increasing prices to try to convince the grandfathered accounts to move to the new accounts so they were no longer under contract with the plans. “Since most people change their plans all of the time”. What’s the point of having a grandfathered plan if they can keep increasing prices as a tactic to get you to change for them to have you pay just a little more than the initial amount but still more than your plan. I find it insulting and deceitful, if not illegal to do this. Had anyone sought legal action or found another company that might be better than Verizon wireless?

WM2025

If I may ask, who did you go with? Are they any better? (Not being sarcastic, I really want to know if there is a better choice for my family.)

thank you in advance

WM2025

The plan doesn’t have anything to do with the towers. It’s the phone that needs to be updated for the technology of the towers. 5G, is the latest and greatest, some 4Gs still work fine. They are just trying to get you off of a grandfathered plan and they will try any dirty handed tactics to get you off the old plan.

ygarcia2014

I had issues many years ago, you need to escalate to diamond ticket - as they are required to escalate by your request it took about 4 months but we got our lines back. I have two now and struggling managing $475-$500 monthly costs

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