Recently, CCTV News had the theme of "How to solve the operator's "different rights for new and old users" problem that hinders changing package packages".Reported on the common phenomenon of "different rights for new and old users" among the three major operators.One of the main issues is,The cost-effective preferential packages are only open to new users or upgraded users. It has become difficult for old users to change to cheaper packages.
A large number of netizens posted complaints and complained that when applying for low-price packages, customer service frequently used phrases such as "the system does not support it", "the package has been offline" and "can only be processed offline" to repeatedly shirk the situation.Only after repeated negotiations, or even a clear statement that they want to "port your number to another network" or "complain to the Ministry of Industry and Information Technology," will the operator "reluctantly offer you a little discount to keep you."
Some netizens asked, "The operator limits low-price packages to new users, but old users cannot get the same rights. Is this considered price discrimination?" "Customer service refused to downgrade old users on the grounds of 'the system does not support' and 'the package has been offline', but new users can apply for the same package normally. Is this suspected of fraud?"
Some netizens asked, "If there was no special agreement when handling the monthly rental, would this approach of 'different rights for new and old users' violate the provisions of the Consumer Rights Protection Law on the right to know, the right to choose, and the right to fair transactions?" "How can consumers protect their rights and interests?"
Judging from the feedback from many users,It is not impossible for old users to switch to a more favorable package, but it is difficult to do it in one step. Either the broadband is unbundled or the network contract period has not yet expired. Even if there are no such restrictions, customer service staff will use various methods to retain them..
Many consumers have shared similar experiences on social platforms, and some have even summarized strategies on "how to fight back against operator abuse." This netizen said that the account he has used for almost 20 years costs 159 yuan per month and has 80 GB of traffic, while a friend around him has a 39 yuan package with 110 GB of traffic. I wanted to change the package, but I tried to contact customer service countless times, but they just wouldn’t do it. Until I said "forget about porting your number to another network", the discount came immediately.
CCTV reporters contacted three operators regarding user feedback.As of press time, none of the three companies had made a formal response.
