In recent months, mobile phone service plans have undergone significant changes, sparking widespread dissatisfaction among long-time users. Many users have expressed frustration, claiming that promotional packages are exclusively available to new customers, leaving existing users without the ability to upgrade or switch to more favorable plans. This has led to growing anger and criticism directed at the major telecom operators.
According to a recent report by journalists, all three major operators—China Mobile, China Telecom, and China Unicom—have maintained a consistent stance: existing users cannot modify their current plans, even if they wish to take advantage of new offers. While the media claims to have interviewed representatives from these companies, none of the operators have officially confirmed the details of such discussions.
The practice of offering exclusive deals to new users is not new. Operators often launch attractive packages or promotions to attract new subscribers, but these benefits are typically not extended to existing customers. As a result, many long-term users feel neglected and unfairly treated. Social media has been flooded with comments like “Operators only love new users,†highlighting the growing public discontent.
Experts suggest that this issue stems from the operators’ focus on acquiring new customers to boost revenue and meet performance targets. According to Ma Jihua, a telecom analyst, the pressure to grow user numbers forces operators to prioritize new subscriptions over retaining old ones. While some argue that existing users are too tied to their current plans, others believe that it’s unfair for them to be excluded from new offers simply because they’ve been with the company longer.
Another factor contributing to the problem is the high cost associated with switching phone numbers. For many users, changing their number would mean re-registering accounts on platforms like WeChat, Alipay, and e-commerce sites. This makes it extremely inconvenient and costly to leave an operator, further entrenching the loyalty of old users.
Some analysts argue that operators should offer more flexibility to long-term customers. Fu Liang, a telecommunications expert, pointed out that while it’s reasonable to offer incentives to new users, existing customers should not be denied the right to choose better packages. He suggested that operators could create a “green channel†to help old users access discounts without having to switch providers.
Moreover, experts recommend that operators separate customer acquisition costs from package pricing. By doing so, they can ensure fair treatment for all users and avoid creating disparities between new and old customers. This approach, similar to how many internet companies structure their services, would promote transparency and reduce user frustration.
As the market becomes increasingly saturated, operators must find new ways to retain customers while still attracting new ones. Balancing these goals will be crucial in maintaining trust and ensuring long-term success in the competitive telecom industry.
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