Cannot upgrade with Shaw Plan

[anothergadfly]

My wife and I have been loyal Shaw (now Rogers) customers for many years, getting our cable, internet, and cell phone service all bundled through them, and we’ve never had any complaints…until now.
My wife needs to get a new phone, but was told that if she purchases it through Rogers, she forfeits the grandfathered plan we carried over from Shaw. Why Rogers would prefer that we buy a new iPhone from someone else fairly beggars the imagination, but that’s what we’ll have to do. Makes no sense.

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[Pauly]

Unfortunately, that seems to be correct and its not just rogers, the other carriers do this as well.   Grandfathered plans often get removed when you do a hardware upgrade as you are forced to chose an in market plan.  Another thing people do is buy the phone out right that way they can continue to keep their grandfathered plan for a bit longer. 

[davvos]

I'm facing a similar issue - want to upgrade my phone which is the device on a grandfathered $0 Shaw 1 gig BYOD plan but was advised on Rogers Chat yesterday that I'd have to change to a current Rogers plan even though I was buying the phone outright directly from Samsung. The grandfathered plan is apparently only valid on the original device set up during the migration. Seems pretty sneaky and will just make me look for another provider .   

[RogersYasmine · Accepted solution]

Greetings @davvos ,

Thanks for joining the conversation! We hope you enjoy being part of the community forums. 🙂

Unfortunately, when upgrading directly through Rogers, you would be required to change over to a new 'in-market' price plan if you currently have a plan that is expired and no longer being offered. It is really a system limitation. 

You do have the option of buying your preferred device elsewhere at full price, and then adding it to your Rogers line to use with your grandfathered price plan. Just ensure that the device is not locked to another carrier (which it shouldn't be, for newer models) and that it's compatible with the Rogers network. 

Kind regards,

RogersYasmine

[davvos]

Thank you - if that's correct, I'll be happy, but I just re-read my Rogers Chat transcript and the agent was very clear that I would lose the grandfathered plan even if I purchased separately. I'll contact support again and hopefully get a definitive answer.

[davvos]

I just connected with Rogers Chat again and your response was confirmed - there would not be any change to my grandfathered plan if I buy a new phone outright from Samsung. Thank you very much for your help.

[Pauly]

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but I just re-read my Rogers Chat transcript and the agent was very clear that I would lose the grandfathered plan even if I purchased separately.

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They can not stop you from putting your sim in a different device, remember what I said above? not sure why people did not believe me.  the chat agent was clearly misinformed.

[davvos]

Thanks, I contacted Rogers to confirm what was required to upgrade my phone and was told I'd have to change to a new Rogers plan. Then I found this thread and saw the conflicting info so contacted Rogers again and got confirmation. Wasn't that I didn't believe you, just went to Rogers support route first. This thread and the info you and Yasmine posted was great and I'm now waiting for delivery of my new phone!