In recent months, mobile phone packages have seen significant changes, sparking widespread concern among long-time users. Many users have expressed frustration, claiming that the discounted plans are exclusively available to new customers, leaving existing users without any benefits. This has led to growing dissatisfaction and even accusations that telecom operators favor new users over their longtime clients.
According to a report from journalists, all three major telecom providers—China Mobile, China Telecom, and China Unicom—have maintained a similar stance: they do not allow old users to switch to new, more favorable packages. Despite media inquiries, the companies have remained vague about whether they had discussions with regulators or if any official actions were taken.
The issue of preferential packages being limited to new users has been a long-standing point of contention between operators and consumers. Recently, it was reported that the Ministry of Industry and Information Technology (MIIT) had engaged in talks with the three major operators regarding this matter, urging them to develop a collective plan for improvement. A user who filed a complaint received a follow-up call from the Jiangsu Provincial Communications Administration, which confirmed the news.
However, when reporters asked the three operators directly about these discussions, none provided clear confirmation. Some analysts suggest that the operators may be reluctant to address the issue publicly due to its sensitive nature.
From an industry perspective, telecom companies often prioritize attracting new users through special offers and promotions. These strategies help increase market share and improve profit margins. As the mobile phone market in China becomes saturated—with over 1.36 billion mobile users and 885 million 4G subscribers—operators are increasingly focused on acquiring new customers rather than retaining existing ones.
This strategy has led to growing criticism, with some users accusing operators of “favoring new users and neglecting old ones.†Analyst Ma Jihua noted that while some users feel they are being unfairly treated, there are also practical reasons for the current system. For example, changing phone numbers can be inconvenient due to the many services tied to a single number, such as social media accounts, banking apps, and e-commerce platforms.
Experts like Fu Liang argue that operators should offer more flexibility to long-term users. He pointed out that the concept of offering exclusive deals to new customers is common across industries, but it doesn’t mean old users should be excluded entirely. “Operators should provide the same package options to all users, with additional incentives for new customers,†he said.
Fu Liang also emphasized that telecom companies need to rethink their pricing models. He suggested separating the cost of customer acquisition from the actual package fee. This approach would allow operators to maintain competitive pricing while ensuring fairness for both new and old users.
In practice, some local operators have already begun helping old users access better deals through “green channels.†However, such efforts remain limited and not widely publicized.
As the telecom industry continues to evolve, the challenge will be balancing growth with fairness. Experts agree that long-term users are just as valuable as new ones, and operators must find ways to reward loyalty without alienating their existing customer base.
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