"You can only switch to a cheaper package by saying off-grid?" The operator's "killing" chaos is exposed

"The account I have been using for almost 20 years costs 159 yuan per month and has 80GB of data, while my friend's 39-yuan package has 110GB of data. I wanted to change the package, but I contacted customer service countless times, but they wouldn't do it. Until I said, 'Forget it, port the number to another network,' and the discount came immediately."

Recently, some media exposed the chaos of operator killings. Consumers in many places complained about the phenomenon of "different rights between new and old users" among the three major operators. Related topics quickly became hot searches on Weibo, triggering heated public discussions.

According to reports, one of the main issues complained by a large number of consumers is that cost-effective preferential packages are only open to new users or upgrading users, making it difficult for old users to change to cheaper packages. Many consumers have shared similar experiences on social platforms, and some have even summarized strategies on "how to fight back against operator abuse."

On social media, many consumers posted complaints about this situation and expressed their dissatisfaction. Some users bluntly said, "Can I only switch to a cheaper package by going off-grid?" Others said, “The more you use the package, the more expensive it becomes, and it’s even harder to downgrade it.” “Are old users being taken advantage of?”

Regarding the above situation, the "BUG" column asked the three major operators for verification, but there was no response as of press time.

Does this situation really exist?

The "BUG" column found that if you use an old mobile phone number that has been used for ten years to log in to the official app, most of the packages recommended on the homepage are packages worth more than 100 yuan. If you want to have 100G traffic, you need to purchase a 189 yuan package. Comparing the "39 yuan package with 110G traffic" pushed by China Mobile to new users and upgrade users with a monthly rent of 8 yuan, the two rates are very different. The price difference of similar traffic is a full 150 yuan.

Immediately, the "BUG" column called China Mobile's 10086 customer service hotline and tried to change to a more favorable package. It was found that the package permissions held by ordinary customer service were extremely limited, and the high-quality packages were "hidden". Only when the user reveals his intention to leave the network, he will be transferred to a "package consultant" with higher authority. However, as of press time, the so-called exclusive "package consultant" has not proactively contacted us, and the monthly package replacement has not been implemented in the end.

Is the phenomenon of "different rights between new and old users" widespread?

On social media, there are countless posts complaining about the "differential treatment" of operators. A consumer shared his personal experience: "The packages in my China Mobile App are all over 100 yuan, and the packages in my sister's mobile app are all under 100 yuan."

She said, "My current package is 99 yuan a month, with 40G of data. It is nominally unlimited, but if it exceeds 40G, the speed is limited. I called 10086 to ask if there is a package with a similar price but more data, and the call time can be shorter, but the advice given to me The plan was to get a 129 package, and they said there was no better deal. But I saw that my sister’s phone had 100G of traffic! 1000 minutes of calls! So I called 10086 again, and the reply was: The activities may be different for different mobile phone numbers.

The consumer finally asked angrily: "Since everyone has a mobile phone number and the same place of residence, I should buy a more expensive package and enjoy less discounts, right?"

In order to verify the above situation, the "BUG" column used an old mobile phone number that has been used for ten years to log in to the official App. Among the packages recommended on the homepage of the China Mobile App, most are packages with a price of more than 100 yuan, and only one is less than 100 yuan. If you want to have 100G traffic, you need to purchase a 189 yuan package, which is even higher than the package level of the above-mentioned poster.

In addition to China Mobile, many consumers have reported similar problems with China Unicom and China Telecom.

Previously, the media exposed that consumers in many places complained, saying that as long-term users of telecom operators, the package rates they used were on the high side, and the cost-effective preferential packages were only open to new users or upgrading users. Some consumers communicated with customer service many times, and only when they mentioned that they wanted to port their number to another network and complain to the regulatory authorities did they get a preferential package. Consumers believe that this is a "killing" behavior by operators targeting old users.

A user of China Unicom in Fujian posted a complaint: "China Unicom really uses all kinds of means to prevent users from changing packages." He said, "My original package has always been 129 yuan a month. I called customer service and asked to change the package. I was told that someone would contact me. However, after 2 days, China Unicom customer service called and played music and hung up automatically. When I contacted customer service, the same process went over again. Until I emphasized that this happened again, I complained directly to the Ministry of Industry and Information Technology, and this time it was normal to call customer service."

As of press time, the three major operators have not officially responded to issues such as "killing chaos".

According to media reports, some industry insiders pointed out: "The penetration rate of mobile phone users is close to saturation, and the three major operators have very little room for growth in user scale. Industry competition has shifted from opening up new markets to competing for rivals' existing users." Experts pointed out that the communications industry has continued to promote speed increases and fee reductions for many years, and operators have continuously launched new packages with larger traffic and lower unit prices. However, the early old packages and contract packages have old tariff structures and low cost performance. Over time, the phenomenon of "new packages are cheap and old packages are expensive" has been formed.

In fact, supervision has long been focused on this issue. At the 2021 State Council Information Office briefing on network speed increase and fee reduction, it was clearly stated that behaviors such as "forced promotion of 5G packages" and "different rights for new and old users" should be strictly investigated. In April 2025, the Ministry of Industry and Information Technology organized a national telecommunications business "Know how to handle and use with confidence" action, requiring centralized disclosure of all tariff plans on sale for public users, and no sales are allowed without disclosure.

Actual test of "Counterattack Operator's Strategy", can I change the package smoothly?

In order to test whether it was possible to change the preferential package, the "BUG" column immediately called the 10086 customer service hotline and followed the "Counterattack Operator's Strategy to Kill Familiar Users" and directly stated that they wanted to reduce the package rate or inquire whether there was a more favorable package for old users.

The mobile customer service first recommended an overlay package with more traffic. When the "BUG" column clearly stated that it wanted to change the monthly package, it immediately recommended the following packages:

"78 yuan 5G package": 78 yuan/month, 15GB traffic, 50 minutes of domestic calls;

"128 yuan 5G package": 128 yuan/month, 30GB traffic, 200 minutes of domestic calls.

However, spending nearly 80 yuan per month on phone calls can only get 15G traffic. Compared with the "39 yuan package including 110G traffic" pushed by China Mobile to new users and upgrade users with a monthly rent of 8 yuan, the two rates are very different. It can be called "high price, low configuration". The price difference of similar traffic is a full 150 yuan.

When the "BUG" column stated that the recommended packages were too low in cost performance and they were considering "porting their number to another network," a customer service representative said frankly: "The packages in my hand are limited, and they are all basic packages without any promotions. If you want to apply for a more favorable package, you need to contact a package consultant. He specializes in changing packages for customers. He has a lot of package resources. He has what I have, and I don't have what he has. When the time comes, there will be more cost-effective packages to choose from."

Does this mean that the package rights held by ordinary customer service are extremely limited, and high-quality packages are "hidden". Only when the user reveals his intention to leave the network, will he be transferred to a "package consultant" with higher authority?

The above-mentioned customer service denied this question and said that the regulation is mainly due to the different division of labor. "We are customer service. If someone comes to buy a package, I will introduce it. If someone says that the mobile phone signal is not good, I will also handle the answer. As long as the call comes into 10086, I need to give advice on how to deal with it. However, this package consultant is specialized in one-on-one service for users to change packages. He does not have to do any other tasks. He only introduces packages to users."

According to his disclosure, "Package consultants will generally contact customers within 48 hours to help expedite communication." However, as of press time, the so-called exclusive package consultants have not proactively contacted them, and the monthly package replacement has not been implemented.

The "BUG" column immediately called the China Mobile business hall, hoping to change to a more cost-effective preferential package. The staff made it clear, "If you want to adjust a lower-price package, it is not impossible. You can call 10086 to make it clear and ask the customer service. When you come to the business hall, you must also call 10086 to communicate with customer service for a change."

When talking about whether there is a "familiar killing phenomenon" among operators, the other party said, "We are targeting old users. If everyone in the family has a Beijing Mobile phone number, they can give away minutes and data, which is relatively more cost-effective."