topic Re: Unchanged speed in new plan in Get Support

Unchanged speed in new plan

wendykcw — Sun, 19 Feb 2023 17:50:23 GMT

I updated my plan to 4G speed on February 3rd, but my phone still shows 3G speed and there has been no change. What can I do? Additionally, my account was charged the full price at $40 despite the fact that it should have been charged with $7 in rewards credit for each month. Need help.....

Re: Unchanged speed in new plan

Handy1 — Sun, 19 Feb 2023 17:51:14 GMT

@wendykcw Did you change plan on renewal or immediately?

Re: Unchanged speed in new plan

Handy1 — Sun, 19 Feb 2023 17:52:53 GMT

@wendykcw Also try this make sure your plan is correct

Try again incognito mode/private mode or a different device or lap top or simply try refreshing the page when logged in

For most up to date account info

Re: Unchanged speed in new plan

Meow — Sun, 19 Feb 2023 17:57:04 GMT

It usually takes few days for 4G speed to get up to speed.

You should be on 4G right now. Check to see if you are forcing 3G instead of having it on Auto. 4G=LTE.

What your account says - what plan do you have right now?

Did you schedule change on next renewal or did you do change plan Now?

And based on that you have charged full amount it looks like you did change Now. Rewards will be continue to be applied on next renewals.

Re: Unchanged speed in new plan

softech — Sun, 19 Feb 2023 17:54:57 GMT

@wendykcw first, login to My Account using Incognito mode to confirm plan was indeed changed

Next, go to your phone, check Preferred Network type or Network mode and make sure it is selected with Automatic or 4G (or LTE) or an option that incluces 4G or LTE (something like 4G/3G/2G or LTE/WCDMA/GSM)

see if it connects and shows LTE or 4G on your phone (please note 4G = LTE)

and you can download some app to check the speed, something like https://www.speedtest.net/apps

But please note each test will cost you as much as 500Mb or data

Re: Unchanged speed in new plan

dust2dust — Sun, 19 Feb 2023 17:55:46 GMT

Have a look in your network settings to make sure it's set to LTE or 4G. If you turn on cell data and it shows an H or 3G up top then you might be set on 3G. Or what make and model is the phone? Maybe it doesn't have the required 4G frequencies.

When you make a call, you might see 3G up top. But my phone bars just jump up, I don't see 3G up top. I would see UMTS down in the sim settings.

Re: Unchanged speed in new plan

wendykcw — Sun, 19 Feb 2023 19:13:53 GMT

yes, I did.

Re: Unchanged speed in new plan

DennyCrane — Sun, 19 Feb 2023 22:59:16 GMT

Sounds like an issue with your phone being set wrong, not the service. Go into your network settings on your phone and ensure it's set on automatic or 4G/LTE. My guess is you have it set to 3G.