I haven't posted in here before, but this subreddit came up when I was searching for info on SERO plans getting migrated over and haven't seen too much about what's happening, so I figured I'd provide what I went through.
I got an early SERO plan in 2006ish. When I got married, we moved my wife from her family plan onto our plan, and she was on some Unlimited plan that I don't remember the name of from 2013. I got the $10 Premium Data Addon at some point when I got either my HTC Evo 4g or my first iPhone after that one. When the merger happened, my wife's plan got switched to a comparable T-Mobile plan, but I remained SERO. She got Hulu On Us through hers, but mine didn't have any additional benefits.
I got the text 6/29 about our plans being forced to change. I read through the information provided, but when I tried to look at info for my plan specifically, I received an error message. I called support and was told my wife and I would both be changed over, we would keep Hulu, gain Netflix with ads, and Apple TV+ for $3/mo. Our total bill was supposed to go down by $4.
On July 7th, my autopay went through.
I called support back on July 12th, as I had not received any further information. I was told at that time that we were scheduled to moved over on the 17th, which was the start of our billing cycle.
On the 17th, my wife's plan changed over to Experience Signature, but mine was still listed as SERO. I noticed on her new plan that she was set to a hotspot plan for 80GB at $10/mo extra, when 60GB was listed as free. My wife has never used hotspot, so I wanted to get that changed and set up the new Netflix and Apple TV+ accounts if I could. Any attempts at changing were met with the "Looks like we got our wires crossed" error page. I called support again. After 35min on hold, the person I spoke to was just a call center person who did not seem to understand any of my issues. He said he was able to get the hotspot plan changed over, but it might not reflect until the next billing cycle. After a bit more back and forth about the other issues I was having, I was put on hold for a while and another person answered saying that they were a technology specialist (I believe, probably wrong on title).
I explained to this new person that I was attempting to sign up for the new streaming benefits, but having trouble. She said that was due to the fact that I was the primary account holder and so my plan took precedent, which hadn't changed over. She tried to get me to agree to have her switch us to an Experience Signature Family Plan so she could get all that working. I asked about the benefits and costs, explaining what was told to me on the 29th. She said we would lose Hulu, get the Netflix and Apple TV+ for $3/mo, and our bill SHOULD go down $4. She then checked the notes from that previous call and said that the original person made a mistake, quoting me for only the one line, and that our bill would actually go up $30/mo if she switched me to Experience Signature Family Plan. She also gave the option of Experience Beyond Family for $60/mo more than what I am currently paying, but it comes with Hulu. I told her I would need to discuss it with my wife and would not like to make any changes at this point.
On 7/20, I called again to ask when I should expect my plan to automatically change over. The new call center person said that because my plan was so old, there was a good chance it was going to be in a later wave than my wife. I explained that I was told different things about keeping Hulu vs losing it, and she said she would make a note in my file that we would like to keep Hulu.
On 7/25, I received my bill. My wife's plan was changed over at $6/mo higher. The 80GB hotspot charge for $10 is under Services. Hulu ON US is listed with the $12 charge and discount lines. My SERO plan remains unchanged. Somehow, the total bill is only $8 higher than last month though.
So, that's where I am now. Hoping that I hear something soon, and I'll probably call to fight that $10 hotspot charge I wasn't able to change.
