question about "Keep my existing plan"

[yaozong]

Hello, I want to upgrade my phone but with my existing plan. My existing plan was a special offer a few year ago, which had 1000 min long distance call with selected countries. But when I upgrade my phone in My Account, choose "Keep my existing plan", at the end I do not see my 1000 min long distance call in the summary. In the middle it even asked me to choose a long distance option. So, I am just wondering, does "Keep my existing plan" keep everything of my old plan, or not everyghing?

[Cawtau]

Hello Yaozong,

  Welcome to the community!

  You should note that the 1000 International minutes are a promotion and are not a part of your regular service plan. As with most promotions, they are often not available indefinitely and would often have an expiry date. It should also be noted that promotions are not always available at all times. If the term of the promotion was not outlined when first offered, the end-date would be provided on your bill a few months prior to the actual termination of the promotion. 

  Since you note you've had your plan for a few years, it possible that promotion has ended on your line. If that is the case, keeping your existing plan would allow you to keep your old plan, but unfortunately, not the promotion.

  If you would like to verify whether the 1000 International minutes would remain on your account, your best option would be to contact customer service. They can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.

Hope this helps 😀

Cheers

[KAPABLE-K · Accepted solution]

Hello @yaozong,

Welcome to the community!

When doing upgrades add-ons and promotions are usually removed, it would be better to reach out to customer service before you make the change and they can check if you will be able to keep the add-on if they can better check your options.