Family Subscription but group calls limited to 60 minutes?

Hi thanks for responding again.

Please can you point me to the webpage which shows a direct comparison of the benefits of 365 Family over 365 Family Classic, I can't seem to find it. I believed that the only difference was that Classic doesn't include the pointless (to me) AI Credits being forced via the Family plan. I've been on the Family plan for many years having previously enjoyed free Skype minutes so the considerable price increase this year because of AI Credits was a tough pill to swallow hence my move to Classic. From what I've read Microsoft seems to have upset a lot of people with this ridiculous change. Having previously been happy I'm now going to have to consider an alternative non-Microsoft solution.

....And another thing, why is it that I spent over 1.5 hours with three different MS support staff the other day and not one of them told me that Classic doesn't include the Teams calling options despite me telling them all on multiple occasions that I had downgraded to a Classic subscription. Frankly, it seems to be confusion all round!

Ashley

This really is a shambles. Also such an important point requiring clarity. As a previous person said I understood the difference between Classic and "not classic" was to exclude AI. Something I was very keen to do.

Teams is listed as available under Classic so if it is only the free version then this is blatant mis selling and a scam.

Very frustrating. Especially as there are several threads going back several months making the same point, all unresolved.

Paul

Thanks for your reply.

Following my original post I did contact a MS support and received a call back from a representative. He told me that this was a common problem but he would need to transfer me to a ‘level 2 technician’ to get it resolved.

I then spoke to the level 2 guy who initially told me that I’d need to purchase the functionality to allow 30 hour group calls. I politely explained that he was incorrect at which point he double-checked and then agreed with me! However, he said that the problem was a Teams issue so transferred me to a webchat with part of the Teams support department.

I then spent time with them having a webchat but nothing changed after I’d reset the app (again) logged in and logged out etc. In the end he told me it was just a glitch and probably wouldn’t happen again. Speaking to these three people to about 1.5 hours with no result!!

When in the Teams app if I click on Schedule a Meeting I see the message “With your current Teams plan, you get up to 60 minutes per meeting with up to 100 participants” which obviously doesn’t look right. I shouldn’t get that message at all as a premium subscriber

Also, when I go into the Teams app settings and select ‘Plans & Upgrades’ it shows the free benefits and then also the option to Upgrade to get Premium features. If I click on the upgrade button it takes me to a webpage with then option to buy a subscription. If I follow that through it eventually says that I’ve already got a subscription!!

I’ve double checked and my current subscription is Microsoft 365 Family Classic so I should have the premium benefits already. I recently renewed the subscription so I don’t know whether that has caused a problem?

Ashley

Dear AshleyCanning

We received your reply and the confusion you expressed. We apologize for not informing you of the differences and functional limitations between Microsoft 365 Family and Microsoft 365 Family Classic during your previous contact with support staff. This may be a delayed detection during the detection process of support staff in different regions.

It is true that if you subscribe to Microsoft 365 Family Classic, some benefits will change. You also mentioned that you had Skype call time before, which also needs to be explained to you:

Since Skype support will be retired on May 5, 2025, the content included in the M365 subscription will no longer have 60 minutes of Skype call time. This is indeed part of the display information of the subscription plan change.

Skype is retiring in May 2025: What you need to know - Microsoft Support

We see that you want to know more about the differences between Microsoft 365 Family and Microsoft 365 Family Classic:

Since users cannot directly display Microsoft 365 Family Classic through subscription channels, it may not be possible to directly confirm the difference information, but the link provided by Raymond.G - MSFT can display the benefits of Microsoft 365 Family Classic, and it is recommended that your upgrade link display the current Microsoft 365 Family benefits information. You can try to compare and view:

• Microsoft 365 Family Classic does not include group calling which is up to 30 hours and 300 participants and Copilot,:

Switching to Microsoft 365 Personal and Family Classic Plans - Microsoft Support

• Microsoft 365 Family includes group calling for up to 30 hours and 300 participants and Copilot:

Compare Pricing and Plans for Microsoft Teams Online Options | Microsoft Teams

We apologize for the inconvenience and work impact caused to you. We will also record your suggestions and function requirements for Microsoft 365 Family Cliassic and try to confirm with the relevant department to see if it can be updated.

If you need, we also recommend that you try to contact chat support again and ask the billing department to help you upgrade your subscription to Microsoft 365 Family to help you use and work.

When you contact, you can describe your subscription and the product information you need to switch to in detail to the support staff to avoid your fees being deducted incorrectly due to operational errors.

<--Contact Microsoft Support-->

1.Visit this website: Contact - Microsoft Support

2. Type your problems in the search box there.
3. Now click on Get Help and select Contact Support below.

4.Go to the Products & Services tab and choose the Microsoft 365 & Office or Other Products category

5.On the Category tab, choose Technical Support or other alternatives.

6.Go to Confirm.

7. You can now choose the option to Chat with a support agent in your web browser.

Please note: The chat support team only works at certain times, so if the last window says it's not available, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Best regards

Zenobia.Z | Microsoft Community Support Specialist

Hi, Ashley

I'm glad you added more news for me!

I noticed that you mentioned in your last reply that you purchased Microsoft 365 Family Classic?

It is important for you to note:

If you are indeed using a Microsoft 365 Family Classic subscription right now, then the reason for your call time problems has an explanation, as the premium call subscription you need is simply not included in that subscription plan!

Classic is a downgraded version of Microsoft 365 Personal and Family!

You may have selected the wrong option in your previous subscription renewal and your subscription has been downgraded!

You can find out by carefully reading the following link:

Switching to Microsoft 365 Personal and Family Classic Plans - Microsoft Support

If you really need longer talk time, you need to upgrade your subscription!

Compare Pricing and Plans for Microsoft Teams Online Options | Microsoft Teams

As shown in the picture are the subscriptions with longer call lengths that you need to purchase a subscription for:

Feel free to post back if you need further assistance. 

Best Regards, 

Raymond.G-MSFT | Microsoft Community Support Specialist