Activate New Phone forcing plan change on BYEBYE promo
I’ve been with Total Wireless for about 2 years now, having ported in originally for the $15 Bye-Bye T-Mobile promo. It took 2 full months of filing complaints and fighting just to get the promo working initially, but it’s been fine since.
Last summer, I changed phones on one of my lines and it was incredibly simple: I went to the Activate page, put in the new phone's IMEI, and it gave me a dropdown menu to select which number on my account to swap it to. The whole thing took 10 minutes.
Now, I am trying to swap one of my lines from an unlocked S25 Ultra to an unlocked S26 Ultra. Both are 100% eSIM (no physical SIM cards involved here).
Because the website looks completely different now, I tried using the 611611 text method first. I texted ACTIVATE from the old phone, but it rejected both IMEI 1 and IMEI 2 of new phone. I figured maybe the legacy system just hasn't been updated for a newly released phone, so I moved to the website as a last resort.
On the web portal, I went to the Activate page, entered the new IMEI, selected "Keep my phone number," and entered my current number and ZIP code.
Instead of letting me swap the device, it hit me with the screen in the attached photo
"We’ve got better plans for your phone... Some of your discounts may end, but all lines will be upgraded so everyone gets instant access to the latest features and best pricing."
The only option it gives me is a "Show plans" button.
I am incredibly frustrated. I know exactly what will happen if I click that button it might let me swap the phone perfectly fine, but it will instantly strip my Bye-Bye promo and upgrade all of my lines, forcing me into a endless battle with customer service trying to get it restored.
Is this just how the system is now? Am I completely locked out of upgrading phones on any line unless I forfeit my promo?
Anyone who has dealt with Total Wireless support knows they are highly likely to make the situation worse that's why i haven't contacted them. Anyone on byebye or a legacy promo switched phones after the new plans/website and have it work without changing to new plans?