Mods dooped me out of 2016 promo LTE and now I only have 3G

[Lukedurward]

I had the 2016 fall promo 12GB-90day plan on LTE

I ran out of data early.

A mod renewed me early.

I ran out of data early a second time, this time a different mod says there’s no way to restart a plan early but he could switch me from the 12/90 plan to 5Gb monthly plan at 3G.

I asked multiple times about the LTE/3G speeds and he told me the speeds “are the exact same, your on 3G now”

I hesitantly agreed to switch plans after asking one time if the data was the same.

 What can I do? I’ve contacted mods this weeek and they just say we only have 3G…

[CountyDownIeUk]

I think you have a valid issue here. 

1. Did the CSA tell you what would happen if the plans were switched?

2. Perhaps CSA lacked knowledge  and did not know. <= not an acceptable excuse. 

3. I would be asking to go back to  the 2016 fall promo 12GB-90day plan on LTE. 

[Lukedurward]

they added 4g plans the day before I was going g to switch to another provider

[darlicious]

@dust2dust @Luddite 

Gee I wonder what the end result was?

[JL9]

Yes make sure you keep as detailed a documentation you can to see if it can be escalated and resolved before they try to get rid of the paper trail.

[darlicious]

@Lukedurward 

Screenshot and copy and paste your entire conversation with the CS_Agent. CSA's can and have deleted their private messages in the past. This kind of misinformation should never happen with an employee of public mobile. I'm surprised they didnt offer to switch you to the points program too?!! If needed ask to be put thru to the escalations department. Good luck.

[computergeek541]

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@Lukedurward wrote:

I had the 2016 fall promo 12GB-90day plan on LTE

I ran out of data early.

A mod renewed me early.

I ran out of data early a second time, this time a different mod says there’s no way to restart a plan early but he could switch me from the 12/90 plan to 5Gb monthly plan at 3G.

I asked multiple times about the LTE/3G speeds and he told me the speeds “are the exact same, your on 3G now”

I hesitantly agreed to switch plans after asking one time if the data was the same.

 What can I do? I’ve contacted mods this weeek and they just say we only have 3G…

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That's really bad that a CSA did that.  Not only is the information inocrrect as only a CSA can make a plan renew early for a customer, but it's also possible for any of the plans (even old ones).  Furthermore, in my opinion a CSA shouldn't even being doing a plan change because customers are supposed to do those themselves.

[Lukedurward]

Perfect. Thanks again

[dust2dust · Accepted solution]

You reply back to the mod who is "helping" you and say you need to be escalated for their grave mistake. They are wrong about early renewals and they are wrong about your 4G plan. (assuming of course you never changed it and you might have some recent proof). They can and should put you back to what you had. They did for me.

[Lukedurward]

Thanks for the help. How do I get a hold of a senior moderator that would be familiar with it, because so far, they’re don’t seem to understand.

[dust2dust]

Oh my. (retracted->)  Do you have any screenshots of your account from before? You MIGHT have been on 3G speed.

That second mod is completely wrong about renewing early.

He may have been telling the truth about you being on 3G but you'd need to prove that you were on 4G. If you have old screenshots then the data lines would say 3G if they're 3G. There would be no mention of speed if 4G.

I would escalate.

I was on a grandfathered plan and a mod destroyed it over an unrelated matter. I had proof of what all I had before. A senior mod put it back to what it was.

Adding - nvm I see you were a vocal one about the 2016 fall promo. You know darn well what you have.