Summary of Key Points
The three major telecom operators are clearly exhibiting a practice of discriminating against existing customers in favor of new ones: New users can obtain 110GB of data and a call subsidy for just 39 yuan, while existing customers get only 80GB of data and 400 minutes of calls for 159 yuan. When existing customers try to switch to cheaper plans, they are often shunned by customer service, leading to public skepticism about the lack of regulation. Is it only when existing customers are pushed to their limits that they are treated fairly?
Detailed Analysis
The disparity in packages between new and old users is staggering
Let's do some math: A new user gets 110GB of data and a call subsidy for 39 yuan, which means the cost per GB of data is only 0.35 yuan; in contrast, an existing customer gets 80GB of data and 400 minutes of calls for 159 yuan, with a cost of nearly 2 yuan per GB of data, without any subsidy. The difference is significant—new users pay less but get more benefits, while existing customers are essentially paying a higher price for a lower quality of service. For example, if you have used the same phone number for five years and pay over 100 yuan per month, it would be unfair to realize that a friend who just got a new card can get 30GB more data for the same amount.
Why do operators treat existing customers differently?
The main reason is the "binding effect": Existing customers have their phone numbers linked to various services such as WeChat, Alipay, bank accounts, social security, and courier services, making it very inconvenient to switch numbers. Operators know that customers are unlikely to change their numbers, so they treat them as "profit cows," using low prices to attract new users and high prices to extract more money from existing ones. It's similar to a restaurant that raises prices for regular customers while offering discounts to newcomers.
Switching to a cheaper plan is difficult
What are the common excuses given by customer service when existing customers try to switch to a cheaper plan? "This plan is only available to new users," "Your number is part of a special package and cannot be transferred," "The promotion has ended, please wait for the next one," or "You need to go to an office to process the transfer (which may not even be possible)." These excuses are all attempts to prevent customers from switching, as cheaper plans result in lower profits.
Is this discrimination legal?
In fact, there are regulations in place to address this issue:
- The "Consumer Rights Protection Law" clearly states that consumers have the right to fair treatment, and discriminating between new and old users without justifiable reasons constitutes a violation of this law.
- In 2019, the Ministry of Industry and Information Technology (MIIT) issued a directive requiring operators not to restrict existing customers from choosing any available plan, meaning they can switch to any plan they wish. Customer service cannot refuse on the grounds that a plan is "exclusive to new users."
Therefore, operators' practices of discriminating against existing customers are illegal, although many customers are unaware of their rights.
How can existing customers protect their rights?
If you encounter such discrimination or are refused a cheaper plan, here are some steps you can take:
- Step 1: Complain directly to the operator's customer service (call 10086/10010/10000) and request to switch to an available cheaper plan. Make sure to record the conversation as evidence.
- Step 2: File a complaint with the MIIT (call 12300 or submit a complaint through the MIIT's "Telecom User Complaints Platform"). The MIIT is the regulatory body for telecom operators, and they will usually contact you to resolve the issue.
- Step 3: Consider porting your number to another operator. This is becoming increasingly convenient; as long as there are no outstanding payments or contracts, you can switch to a cheaper plan with another provider. Since operators fear losing customers, they may offer you discounts to encourage you to do so.
In conclusion
Although this practice of discriminating against existing customers is not new, stricter regulations are leading to greater protection of consumers' rights. Remember, you have the right to choose a plan that offers good value for your money. Don't let the convenience of staying with the same operator become an excuse for being exploited. Stand up for your rights when faced with unfair treatment!