Another phone plan switch problem

[Danath]

Hi guys. New here. Greetings.

Switched to the $120/90 days plan but now unable to dial out or in and no data even though I see LTE or H++ signal. Appreciate any help please?

Thanks much!

[Danath]

Thanks so much Shazia. I will check my account later today as well. Appreciate your quick response to this!

Also thanks to Luddite for the pointers and tagging for appropriate help!

[Shazia_K · Accepted solution]

Hello @Danath, 

I'm sorry to hear about the plan change issue, 

I was able to fix everything for you, you now have the new 12gb plan activated and the additional charge of $6 have been added back to your account. 

Please, power cycle the phone. 

Thanks,

Shazia

[Danath]

I logged into my self serve account when I got home to get a better idea what happened. I think I know what happened but still need assistance to fully resolve my case.

I have auto pay enabled. I was on an older 90 day plan of $126. I had set the system to change to a new 90 day plan of $120 to take effect on the next bill cycle which coincidentally is Oct 25 (not 23rd as I had thought earlier). When the cycle change took effect on Oct 25, for some reason the auto pay only charged me enough for the new plan of $120 but the main system was still expecting my old plan of $126. As of today my plan change did not go through as I had requested and I'm still sitting at the 4GB over 90 days. It was supposed to be more GB. So the disconnect was between auto pay and the plan. Both have to align to fully enable cellular services. I had to make a payment of $6 more to meet the balance of my old plan. Once I did that the system kicked in to enable cellular services.

However I have a problem now with 2 things:
1. My plan did not change as I had set up. It should not be the $126 plan over 90 days. I need the system to change to new plan of $120 for 90 days with 12GB data.

2. I had to pay an extra $6 (+taxes) to get the system to work so that I can use my phone but I should not have needed to pay that extra amount since the new plan was to only cost $120 over 90 days. I need a refund of $6 plus taxes.

[Luddite]

Suspect you will need assistance from a moderator in the morning so we'll tag them @Shazia_K.

In the meantime you could log into your account and confirm service is Active and the plan is correct. Some plan changes have hung up.

If your account looks ok here's my troubleshooting list:

- toggle airplane mode off/on

- remove sim for 5 minutes, then install and reboot

- try sim in another phone and a good sim in your phone

- go to settings, then general-profile and make sure that there is no existing profile, if there is a profile delete it

- check if network set to 2G; use auto, 3G, or LTE

- check for operating system updates

- reset all network settings; you will need to add back wifi passwords after that

- LAST desperate measure when all else fails; erase all data and restore phone to factory settings

Off to bed. Good luck.

[Danath]

I was on the older 90 day plan. I wanted to take advantage of then promo so I changed it in self service web page. I selected to change on new bill cycle, which was 2 days ago. But suddenly my phone isn't able to call out or receive incoming. Also no data. All was fine before and I checked the apn settings in my Note 2.

Hope that provides more context. Thanks for the help!

[Luddite]

What do mean by "switched"?

What is make/model of your phone?