topic Re: New plan in Get Support

New plan

Ca7 — Sat, 05 Nov 2022 22:09:32 GMT

I want to switch to 4G speed and have the bonus 15GB internet

Re: New plan

hTideGnow — Sat, 05 Nov 2022 22:12:09 GMT

Hi @Ca7 you can do it yourself easily. Logon To My Account, Plan & add-on page, then click Change my plan. Then pick the $40 for 15 Gb and select Change on renewal date

Re: New plan

dust2dust — Sat, 05 Nov 2022 22:16:44 GMT

Then choose change now. There's no pro-rating on the old plan by the way.

Re: New plan

Ca7 — Sat, 05 Nov 2022 22:18:16 GMT

I forgot my account password

Re: New plan

dust2dust — Sat, 05 Nov 2022 22:19:26 GMT

Then use the reset password function.

Re: New plan

hairbag1 — Sat, 05 Nov 2022 22:32:20 GMT

Re: New plan

darlicious — Sat, 05 Nov 2022 22:38:39 GMT

@Ca7

Do you have access to your email to recieve the password reset? Check your spam or junk folder if you can't find it. Otherwise you can request a password reset from customer support but it's faster if you can do it yourself.

Re: New plan

dust2dust — Sat, 05 Nov 2022 22:40:23 GMT

@darlicious- The password reset can go to either text or email either suspended or not. The account needs to be active for the 2FA text.

Re: New plan

darlicious — Sat, 05 Nov 2022 22:46:43 GMT

@dust2dust

I've never had to reset a password so I'm a little ignorant here....what do you recieve in the text to reset the password?

Re: New plan

dust2dust — Sat, 05 Nov 2022 22:50:13 GMT

@darlicious- The code. You can always try it out. Just don't do the actual change if you don't want to. Not long ago dabr helped with figuring it out on a fully suspended account (not just the overnight suspension).

Re: New plan

darlicious — Sat, 05 Nov 2022 22:52:32 GMT

@dust2dust

So even if you are suspended for non payment you will get the password reset code via a text from 611?

Re: New plan

dust2dust — Sat, 05 Nov 2022 22:58:45 GMT

@darlicious- hmm I guess @dabr could answer whether the account he used was suspended for non-payment or self-suspended.

Addiong - and whether the testing was before or after the previous paid expiry if he used self-suspend.

Re: New plan

darlicious — Sat, 05 Nov 2022 23:12:41 GMT

@dust2dust

I would imagine it will not work when self-suspended via lost/stolen as that completely shuts off any connection to the network so there's no possibility of any text getting thru to the phone. Calling 611 from a self-suspended phone results in a muted tapping sound that never connects to anything.

@dabr

Thanks for testing out the password reset code....that's handy info to know!

Re: New plan

darlicious — Sat, 05 Nov 2022 23:20:12 GMT

@Ca7

Did you get the text offer and reply YES to it? Then it will change to the $40/15gb plan on your next renewal.

Re: New plan

ThreeQueen — Sat, 05 Nov 2022 23:32:29 GMT

If I upgrade my plan, will I still have the discounts I had from my old plan? I had discounts on loyalty, pre-authorized, and refer-a-friend. Thank you!

Re: New plan

darlicious — Sun, 06 Nov 2022 00:48:53 GMT

@ThreeQueen

Yes. Your rewards would only change if you joined the public points program. Don't do that. Rewards are not affected by plan changes other than changing your plan immediately...then your rewards are added to your account on your next renewal. Scheduling a change plan on next renewal allows for your rewards to be added to your account as normal.

Re: New plan

dabr — Sun, 06 Nov 2022 22:44:27 GMT

@darlicious @dust2dust Suspended accounts can receive the password reset code either to email or text via 6400 shortcode. However, there is an issue receiving the password reset code or 2FA by email if using an email alias with the "+" in it as the email option doesn't permit the "+" to be typed unless you're using an email alias with "." which I had no problem adding as a test.

This account is suspended for non-payment and I've never used the lost/stolen option yet to suspend this account.

I also just tested the 611 menu for this suspended account and was able to get the option to make a payment either with a voucher or CC (with PIN, of course) to reactivate the account.

Re: New plan

dust2dust — Mon, 07 Nov 2022 01:50:30 GMT

Ok @darlicious. See if it will send a text on a password reset on a self-suspended account. Maybe also if it's before it would have expired or after it would have expired.

Re: New plan

hTideGnow — Mon, 07 Nov 2022 02:01:19 GMT

HI @dabr if account is suspended , can user still choose to use sms to receive 2FA code to login My account?

Re: New plan

dust2dust — Mon, 07 Nov 2022 03:05:38 GMT

@hTideGnow- Not the 2FA part. Just the password change.