Plan Changes & Upgrades
Plan Changes & Upgrades
Types of Plan Changes
- Upgrades: Move to higher-tier plan (Essential → Plus → Unlimited)
- Downgrades: Move to lower-tier plan (Unlimited → Plus → Essential)
- Add-Ons: Add or remove features (roaming, streaming, hotspot)
Student Promotion Impact
| Change Type | Promotion Status | Notes |
|---|---|---|
| Upgrade/Downgrade Within Student Plans | Maintained | Student verification must be current |
| Switch to Non-Student Plan | Lost Permanently | Cannot revert to student pricing |
| Add/Remove Features | Maintained | Base plan keeps promotional rate |
Change Processing Steps
- Assess Request: Understand reason, review usage, verify identity and eligibility
- Present Options: Show available plans, calculate costs, explain feature differences
- Process Change: Obtain confirmation, select effective date, update CRM, document case
- Communicate: Send confirmation email, explain billing impact, provide updated details
Effective Date Options
Immediate (Within 24 Hours)
Best for: Urgent needs (data running out, travel roaming)
Billing: Pro-rata credit for old plan + pro-rata charge for new plan
Next Billing Cycle
Best for: Downgrades, planned changes
Billing: Clean transition, no pro-rata adjustments
Common Scenarios
Need More Data
Options:
- Upgrade to next tier (+$10-20/month)
- One-time data bolt-on ($10-20 for 5-15GB)
- Switch to Unlimited if consistently over limit
Want to Reduce Costs
Options:
- Downgrade if usage supports lower tier
- Remove unused add-on services
- Schedule change for next cycle to avoid pro-rata fees
Graduating Soon
Options:
- Continue at standard pricing (+$15-30/month)
- Switch to young professional plan with loyalty discount
- Downgrade to manage cost increase
Pro-Rata Examples
Upgrade Example: Essential ($30) to Plus ($40) on day 10 of 30-day cycle
- Credit: $20.00 (unused Essential)
- Charge: $26.67 (new Plus for 20 days)
- Net: $6.67 additional on next bill
Downgrade Example: Unlimited ($50) to Essential ($30) on day 15 of 30-day cycle
- Credit: $25.00 (unused Unlimited)
- Charge: $15.00 (new Essential for 15 days)
- Net: $10.00 credit on next bill
Device Payment Considerations
- Some device contracts require minimum plan tier
- Cannot downgrade below minimum while device payments active
- Can pay off device balance to remove restrictions
- Early upgrade available after 12 months (50% device paid)
Available Add-Ons
- International Roaming: $15/month (80+ countries)
- Streaming Bundle: $5/month (music/video partnerships)
- Extra Data Bolt-On: $10-20 one-time (5-15GB, expires end of cycle)
- Device Protection: $9/month (loss, theft, damage)
- Cloud Storage: $3/month (100GB backup)