For people getting the notices, are the PAYGO lines standalone lines on a single account? My PAYGO line is on an account that, as of 8/6, has a 2nd paid line attached to the same account. I'm wondering if having a payment order on a different line in the same account prevents you from getting the PAYGO imminent termination notice.
+1. I agree. I like Tello but they're not communicating clearly and it should be pretty easy for them to do so.
Corporations in general should be held accountable for how they treat their customers. No need for consumers to make excuses for corporations. No need to give corporations the benefit of the doubt. Consumers of the world, unite!
Got email for my line. Did the term change? It mentions having to be on a plan but no mention of option to topping up. I may be game to top up on paygo 11 months then doing a plan 1 month w/paygo LTE to spend the paygo balance.
I suspect Tello got a bit sloppy with its communication while trying to please both its parent company (probably instructing them to put the hammer down on all the money losing paygo accounts) and its customers. Up until the paygo fiasco, Tello was quite clear about the rules, etc., imho.
Tello sent this expiration notice to a few people in our group. After checking their accounts for recent purchase activity, one had made a plan purchase 40 days ago, two had done a plan purchase 45 days ago, and the last had made a plan purchase 37 days ago. They all have separate accounts and as you can see are not close to the 90 day window. Am I missing something?
Contact them for clarification. They have excellent customer service.
Instead, you were hoping for a loophole, got disappointed it didn't work, and then went on the internet to complain.
But any reasonable person already understood that they wouldn't have set up the requirement for a periodic top up if a phone swap could bypass that requirement.
Complaining that their language is unclear is disingenuous on your part.
Lol you are really drinking the tello koolaid. Have fun with that. You aren't a tello employee are you? Now that would be bad.
Yes, you should email Tello instead of asking here.
Tello reply...the order you placed on July does not apply for the PAYG new service agreement. The plan is no longer active.
Please note if you choose for the PAYG you need to refill it every 90 days or if you choose for the monthly plan you need to have the charge every month.
Adios Tello! Sure they won’t miss us.
Tello's anti customer practice
No I'm not a Tello employee nor is there any koolaid to drink.
I'm simply a customer who read and understood their terms of service as they were plainly written rather than hoping there was a loophole that I could use to damage their profitability and viability as a business.
Tello are a great value for money service with great customer service. Just because you are disappointed that you can't get what you want, doesn't mean you need to falsely claim their terms are not clear and bash them.
Relax! There are bigger issues to be concerned with....move along!
This is new. This isn't how Tello used to work. They allowed you to mix-and-match between PayGo and monthly plans, even encouraged it. They seem to pulling a fast one here, IMO.
This is another direct contradiction to their terms. Obviously the order in July was an order. A full paid order. And was less than 90 days ago. So you satisfied in full the terms until Oct.
Apparently Tello has changed their TOS, particularly the PayGo terms. Tello can change the TOS without notifying customers, according to their TOS. It does look as if Paygo now requires the refill of $20 once every 90 days while no longer permitting swaps or switching to say the $5 plan and back to Paygo to count as orders resetting the every 90 day requirement. Anyway, the PayGo 90 day requirement seems to be only waived if it's attached to a paid plan every month, not just for 1 or 2 months. Don't have all the details, but this still doesn't explain the responses some forum members have received from Tello. Maybe Tello got irritated by the loopholes in the PayGo TOS and decided to act without communicating.
"Pay As You Go Service Agreement
Pay As You Go credit is available for a period of 3 months since Customer's last order. If no order was placed in a period of 3 months, Pay As You Go credit will expire and the Tello Service will be disconnected."---This is worded quite differently than the previous PayGo TOS, which can be found in past forum discussions.
In the last post by Georgiana_Tello on Sep 26 2019 in the $20 PAYG thread was this:
If you have a plan, you're an active customer, so your paygo is not subject to expiry. If however, you had a plan but didn't renew that and no PAYGO credit was bought in 90 days, your number is going to be expired, with prior notice, of course.
Seems clear to me.
That thread was a year ago, yet here we are with some people who were on that thread now complaining!
In my opinion, the main confusion here really comes from consumers who so much want something that Tello will not provide (because it is not profitable), that they hope for loopholes and convince themselves that Tello is in someway at fault.
Effectively, they want paying customers to subsidize them. If that is not bad enough, when they don't get what they want, they start painting Tello in a bad light. Shameful IMHO.
Tello is better off without such customers and one consequence of what they hear here is that they will have no reason to participate in this forum if what they are faced with are ungrateful customers who will only complain unless they get service that is unprofitable to Tello.
We got the notification and were here wondering when Tello would start enforcing the policy. Now they have, I guess that is that. $5/mo for a backup phone with 500mb LTE, unlimited texting and paygo voice is not the end of the world.
Just a note that I tested Lyft on 2g and it was so slow that it appears to be not working (no cars on screen and unable to route to a destination over 30 min of waiting). In this case, one would have to open the Tello app (or go to web page), and enable PAYGO LTE... something to remember in case you need to call for a ride one day.
@golan
Yes it was clear that Tello wanted to do away with Paygo as it was way back. Regarding the TOS, and not what Georgiana_Tello said, as I remember Tello changed the Paygo TOS and said these terms had been there since 2017, which was false and which was pointed out to Tello who changed the terms to effective in 2019 in response. In any case, the terms of service were changed in 2019. More importantly, it's clear from what Georgiana said in the past that one would have to be crazy to choose a Paygo account given the change in requirements.
"1)If you have paid for a plan in the last 90 days will that keep your paygo service active for 90 days from the last purchase?
--> If you have a plan, you're an active customer, so your paygo is not subject to expiry. If however, you had a plan but didn't renew that and no PAYGO credit was bought in 90 days, your number is going to be expired, with prior notice, of course.
--> Yes, we do count the days from your last purchase or September 10 whichever was last
- If you pay for a plan prior to Dec8 will that keep your Paygo service active for a further 90 days?
--> Yes :). We're counting the 90 days from your last order.
Isamorph
Isamorph's Avatar
Telepathy
Telepathy
10 months 3 weeks ago #40997
Thanks for the info. So as I understand it, if, for example, an existing customer's whose last Paygo "order" was on June 5th 2019, the customer would have until 12/8/2019 to place a new order to prevent their account from being terminated and thereafter must place an order every ninety days in order to keep the account active. Since it is true "that it would be easier & more affordable to get a plan from us, they start at $5/mo - just sayin’.", it appears the Paygo plan now exists for the few insane people who might opt for it.
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Georgiana_Tello
Georgiana_Tello's Avatar
Verified Tello
Verified Tello
10 months 3 weeks ago - 10 months 3 weeks ago #40999
Hello, if your last order was on June 5th, your number would expire 90 days from that - 12/9/2019 - give that you wouldn't have any other order until then. But, considering our last message, your 90 days clock will start from September 10 ("We start counting from your last order with us, or 10 Sept, whichever was last").
In terms of "the few insane people who might opt" for PAYGO, as you've said, we wouldn't actually call them that, they're more... wirelessly challenged :)) - joke, we couln't help it!
Hope this clarifies this, thanks!"
You mean the post that says this :lol: Funny you omitted it.
1)If you have paid for a plan in the last 90 days will that keep your paygo service active for 90 days from the last purchase?
--> Yes
You might want to read things in full next time and not take them out of context.
Here is the full text of the post:
https://www.nthcircle.com/forum/tello/2859-tello-minimum-payg-20?start=80#41018
Looks like Isamorph beat me to it.
I guess since LTE data allows hotspot, I guess one could look at it as paying $5/mo for 500MB LTE hotspot. Hotspot data is worth more then phone data as some service providers would not allow you to tether with included data.