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Verizon grandfathered plan

After more than 20 years with Verizon, it's time to leave after being kicked off their grandfathered unlimited data plan and dealing with the worst customer service I've seen in a long, long time.

It started when I went on a trip to Canada and tried to add a 30-day international travel pass. It took an hour on the phone to get it added, but it never worked and I was unable to get any data in Canada.

When I returned to the US and called, they told me the travel pass had been added but then removed the same day and they couldn't explain why. Then that same evening, I started getting data overage messages despite having been on an old grandfathered unlimited plan for 20 years.

I called in and was told my plan wasn't changed at all. After insisting that something was wrong, they found that my unlimited data and email package had been removed and replaced with a $50 per month 5GB plan instead.

After insisting that I didn't want to switch to a different plan and just wanted my original plan back, they said it would be escalated and I'd get a call back the next day. Of course, that didn't happen and nobody called back.

Two more calls and 3 hours of wasted time later, I was told the case was still open and that it would be taken care of within 7 business days.

Another two weeks later, nothing has been changed and I have $150 of overage fees on my account.

I called in again and spend another 45 minutes on the phone to get to a supervisor, who tells me flat out they aren't going to add the old plan back on, basically calls me a liar for saying I was told it would be added back on during previous support calls even though he admits that he can see there is an open case, and says if I don't want to switch to a new plan, then I can just cancel my service.

Customer service at Verizon used to be good. It was the main reason I stayed with them for two decades, but after this experience, I'm done. It was obvious the support techs I was talking to were overseas and had no idea what was going on or how to get anything done.

Time to file an FCC complaint for changing my plan without my consent or notification.

Comments

Verizon_Support

Hi fggf. Thank you for sharing this detailed journey that has led you to your decision. Do you have time for us to look things over here and look for options to restore your trust. Please reply to the private message that will follow to chat about account specific details.

-Deb

WBR85

This is what we are going through. Several Verizon Customer Service attempts to try and figure out what happened and why I’m getting error messages. They claim they will get back with me but never do. They all end up strongly suggesting I change plans. Latest answer is Verizon will no longer support my grandfather plan. Still waiting for an answer, but in the meantime looking at other carriers. So much for loyalty. Should have probably switched carriers every couple of years.

Verizon_Support

Your loyalty means the world to us, and we'd like to help asap. To better assist, please tell us a little more. What is going? How can we be of assistance today?

~Maria

SynthpopAddict

I haven't been a customer for all that long, but I think I've read something from a longtime customer saying some of the very old plans did not have any provision for international service, or maybe there was some other tweak which used to be done before your phone would work overseas if you were on those plans. Anyway, I suspect what happened was either the current monthly international service plan is not compatible with the legacy plans, or else you were forced to upgrade your old plan to a current plan before the international plan would work.

Per the comments about porting out: It's your money, but going elsewhere means you'd have to join as a new customer on whatever current plans are offered elsewhere, so wouldn't be a major price break there either? Unless you're thinking of switching to a budget carrier, in which case you're running the risk of getting what you pay for.

Dopegan

Data won’t work it’s has been payed of e was working good not won’t work

Verizon_Support

We are here for you, and we want to help. Could you please provide us with more details?

~Geo

Ivyjohnson

Right now, after 30 yrs of loyalty I will tell the world to go anywhere else because Verizon is not even a little bit interested in our loyalty and their customer problem solving skills are non existent.

What I can say to your particular issue is that there is a $10 / day plan for those of us grandfathered people traveling globally. HOWEVER your phone must be global capable. You didn't mention what you have. Certainly!! They should be willing to fix/adjust your bill(they won't because they don't care about loyalty) but if the phone isn't global capable no plan would have worked.

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