topic Re: Plan keeps changing on its own in Get Support

Plan keeps changing on its own

Grant77 — Mon, 02 Jan 2023 00:10:30 GMT

Signed up for the 15gb @ 4g speed a few months ago, charging me $40 a month minus discounts. It has switched me back to 10.5 GB @ 3g speed for $50 a month. I have speed tested my connection and it's definitely throttled to 3g. I checked my credit card bill and billing history to confirm for the last 3 months have been billed for the $40 plan. On the self serve it even thinks I'm in the 15gb plan, I just confirmed a few minutes ago. Is there a live person there that can fix this? What's weird is it has done the same thing on my wife's phone but it has gone to a 20gb $55 a month 4g plan. I think what's happening is when a promotional plan finishes it's defaulting to a previous more expensive plan.

Re: Plan keeps changing on its own

walker1 — Mon, 02 Jan 2023 00:18:33 GMT

@Grant77

You should try logging into your account using a different browser in incognito or private mode instead.

You might be looking at cached information.

When you're login to your account, refresh your overview page using the little circular refresh wheel.

You may want to reach out to a Customer Support Agent and have them look into your account activities.

Use the Chatbot Simon to get a service ticket started first.

The link is at the bottom of this page.

Re: Plan keeps changing on its own

hairbag1 — Mon, 02 Jan 2023 00:13:49 GMT

Try this for correct plan and add-on info.

Re: Plan keeps changing on its own

Handy1 — Mon, 02 Jan 2023 00:23:26 GMT

@Grant77 @Just follow @walker1 @and @hairbag1 @advice and I’m sure you will find it’s the correct plan there’s cache issues

Re: Plan keeps changing on its own

Grant77 — Mon, 02 Jan 2023 02:13:52 GMT

It was a cache issue thanks for your help. I think the speed test was low due to my Netguard app, once I turned it off it went way higher.

Thanks for your help!