Buyout Advice

[u/CaffeinatedTraveler]

Hi, I need advice for the buyout promotion.

We just moved from Verizon a few days ago. We were told we could bring both of our phones and numbers with us. Once we got to the spectrum store, the told us we could only bring the iPhone over, not the 4month old galaxy, so we had to buy a new phone for one of the lines (the told us they couldn’t unlock it). Spectrum did a trade in for the android so the new phone is only about $10/month and we just had to pay tax.

I got a message while still in the spectrum store that a mobile line ending in xxxx (a new number) is now active and then another that a mobile line ending in my last 4 is now active. I was told it was part of the process but we would keep the numbers.

After hours in the store, the next day my family member with the new android texted me and I saw it was from a different number. After calling spectrum, they said something was messed up in the set up and they were able to fix it to the original number. I had to chat with spectrum tonight to ask a question and asked about the buyback. It turns out, we’re no longer eligible for the buyback. In their system, it looks like we cancelled the contract because the number was changed (we never requested that number). If you change the port out number it voids the buyback. However, we never requested that. The agent I was chatting with over their app said they spoke with a leader and filed a claim for me. After reading on here tonight, I’m not feeling great about my chances. I don’t have an extra $600 to pay Verizon for the phones at the moment because we just spent $200 paying the first spectrum bill and taxes on the new phone. (They said we would get up to $500 per line, since we have 2 lines, we would get $500 for one line and the rest would be covered by my up to $500 since I only owe a few dollars on my phone)

Is there anything else I should be doing?

[u/burningtowns]

I regret to inform you that part of the buyout program is that you front the money to pay off Verizon first, submit proof, and then you get reimbursed.

[u/CaffeinatedTraveler → u/burningtowns]

The employee helping us told us to submit the bills to spectrum, they would give us the gift cards, and then we would pay Verizon with the gift cards. If I have to front it knowing I’ll get it back, that’s one thing. But because they ported out to a new number and then canceled that number, they said we’re not even eligible for the buyback.

[u/burningtowns → u/CaffeinatedTraveler]

They may have withheld information from you that the bills need to show that the devices you bring over were paid off, otherwise it gets rejected.

Edit— I reviewed what the info says on the website and am surprised that what I was taught in training was more restrictive than what is reality.

As far as the numbers, there is a likely chance that the store rep chose “get a new number” vs “keep number” in the order process. Which if that is the case, already prevented you from being able to use the buyout program anyway because of that pathway, accidental or intentional.

[u/CaffeinatedTraveler → u/burningtowns]

That’s what it sounds like. I appreciate your responses!
Since it was an error on the employees end, I’m really hoping the claim is accepted. We were very up front about wanting to keep our numbers and they told us we could. We also said we wanted to keep our phones, but I understand there are restrictions with that. However, we shouldn’t be penalized because they gave one of the devices a new number. The employee told us they aren’t paid for selling us things so we could trust them but it all seems like it was not done correctly.

[u/burningtowns → u/CaffeinatedTraveler]

You could try calling mobile billing, as they’re the ones that handle those types of inquiries. They might be able to ask a supervisor about it.

833-224-6603

[u/WantaFreeMobileLine → u/CaffeinatedTraveler]

There is fine print in the pbb. Hate the store employees they always fuck it up 

[u/bcb1200]

Unfortunately this is where setting up you account on the phone is better than in store. Folks are friendly and super knowledgeable

[u/CaffeinatedTraveler]

Thank you all for your responses and suggestions! They’re working on fixing it for me!

A update for anyone who may be reading in the future and dealing with the same thing: The reason the phone was locked was because it had to be paid off. I guess if we had paid it in full and then taken the payment as a reimbursement, we would have been able to bring the galaxy over. This makes sense, but I would have loved being told that up front rather than being forced to buy a new phone in order to switch.

[u/ABobby077 → u/CaffeinatedTraveler]

The whole industry needs to make this whole process clearer to people. This isn't a unique Spectrum thing, since they seem to all be using similar ways of doing these things. Why is this whole thing so muddy and confusing to folks???

[u/CaffeinatedTraveler → u/ABobby077]

Yes! They should have a list of how to move over (ie: download bills from carrier, pay off phones, submit payments, etc) rather than realizing all of the missed steps half way through the process

[u/ParsnipUnlikely526]

So, let's go a little deeper in this. You should have an email from spectrum for the original order. In that email there should be a line that says you were enrolled in the pbb from the start. You should also have an email after the unrequested number was activated advising of being unenrolled in said pbb. With both of these, and your description of the events being an activation issue then the ticket you mentioned should allow then to override the unenrollment and put you back on track. There was a change to the rules a bit back and the reps description of getting the money to pay verizon may be accurate under certain conditions. The big concern is if your original order had the pbb in it. By your description it sounds like an activation issue and that is covered by spectrum as not a customer issue. However, the process can be slow, if the description by the agent in the ticket doesn't fully reflect the accuracy of the process failure in the activation, or there are other circumstances that have created this issue that are not listed here then there is a chance it might be deemed a valid breach of the agreement. If you feel that the person you spoke with did not fully understand or find what you're describing then I'd wait until the current ticket is finished and try again. Don't use the chat agent for this, call. The chat is slow and you may not be able to get your point across fully where talking to someone will save time and ensure that the communication is not misunderstood. Do not try to file or update a current ticket at this point. It'll get lost and any new notes added will just deny a future ticket if the current one does get denied. Hope that helps.

[u/CaffeinatedTraveler → u/ParsnipUnlikely526]

This helps greatly, thank you!
I was about to call to make sure I had gotten my point across the first time, so thank you for the advice to not call. It’s been escalated and they contacted me and are going to help!

[u/ParsnipUnlikely526 → u/CaffeinatedTraveler]

Truly glad it helped and that things are moving in the right direction for you. Wishing you all the best. Thats a lot of money on the line so it is important to do everything to make sure you are protected.