topic Re: Recent Plan Upgrade in Get Support

Recent Plan Upgrade

stephenhatfield — Sun, 14 Aug 2022 22:33:45 GMT

Hello,

I recently upgraded my plan to one of the new 4G plans, and was charged accordingly during my last billing cycle. However, I noticed today that I'm still on my original 3G plan (which has less data).

Why might this be?

Please advise.

Re: Recent Plan Upgrade

softech — Sun, 14 Aug 2022 22:37:29 GMT

@stephenhatfield first , your plan details show shows the new 4G plan details immediately after it was charged, there is no 48 hours wait

The new speed will take as many as 48 hours to activated

In terms of " I noticed today that I'm still on my original 3G plan (which has less data).", it could be just a cache issue and your browser is not showing the updated information from the system. Try to login to My Account using incognito mode, or a completely different browser (Edge/Firefox/Chrome) or even a different device. You should see everything showing the new plan with the new data limit

Re: Recent Plan Upgrade

Timer — Sun, 14 Aug 2022 22:40:07 GMT

@stephenhatfield

your payment is look good and you are on 4G speed.

Re: Recent Plan Upgrade

JL9 — Sun, 14 Aug 2022 22:59:24 GMT

The new self serve is a bit wonky and shows inaccurate counters and info, if you keep trying to sign in or try on another browser it should show the correct info (at some point)

Re: Recent Plan Upgrade

darlicious — Mon, 15 Aug 2022 01:03:45 GMT

@stephenhatfield

Check your credit card. Have you been charged for both plans? Did you schedule a change plan on next renewal to the 4G plan? If you have both plan charges on your credit card contact customer support and ask for a credit for the 3G plan charges. If the double charge occurred solely thru autopay have the CSA open a ticket with the tech team to investigate the cause.

Edit:

.....never mind I thought both charges were from July 24th.....

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.