Plan has expired and I cannot change plan to a cheaper one

[CDodsworth]

Hi 

Can someone please help me understand how to get in touch with the @CS_Agent. 

I'm under the impression I need their help to change my current plan to a new plan as i've let it go past the due date. I have money to top up to a cheaper 90 day plan, but it won't allow me. 

PLEASE HELP!!!

[krazykiwi · Accepted solution]

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@CDodsworth wrote:

Hi 

Can someone please help me understand how to get in touch with the @CS_Agent. 

I'm under the impression I need their help to change my current plan to a new plan as i've let it go past the due date. I have money to top up to a cheaper 90 day plan, but it won't allow me. 

PLEASE HELP!!!

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As of today this is possible, so if you do not have it solved, I suggest giving it another try and hopefully it will all go smoothly for you.

[CDodsworth]

Just wanted to update you all - I messaged them yesterday morning and they got back to me this afternoon. I only just responded now. So we will see how long this wait takes. 

[drmartin]

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@stonechucker wrote:

@drmartin, multiple messages do not make you go back to the bottom of the pile, but it does make it more difficult to find all the relevant information easily for the Moderators.

It's best to include as much identifying information and the issues being encountered in the first contact with the moderators.

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Nice to hear it doesn't do that anymore.  I just read it on some old threads here on the community. 🙂 Thanks for the correction!

[krazykiwi]

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@CDodsworth wrote:

I had done reading outside of the community. 

Most of the time it said they respond in a couple of hours. That was my mistake. 

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Under ideal circumstances it is a couple hrs, however ideal circumstances it has not been for a little while.

[stonechucker]

@drmartin, multiple messages do not make you go back to the bottom of the pile, but it does make it more difficult to find all the relevant information easily for the Moderators.

It's best to include as much identifying information and the issues being encountered in the first contact with the moderators.

[CDodsworth]

I had done reading outside of the community. 

Most of the time it said they respond in a couple of hours. That was my mistake. 

[drmartin]

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@Anonymous wrote:

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@CDodsworth wrote:

Wow. Not impressed. I was under the impression they were quick to reply. 

I've emailed them 3 times privately. 

Not impressed

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You said you have done some reading here. Where did you get the impression account support was quick?

It is atrocious but once you get settled it's all good.

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My thoughts exactly.  It's been great for me, but luckily had no problems.  The mods seem really nice when they write on the forum, so I assume it will go well, but they're just humans and get a looooot of mails. 🙂

[krazykiwi]

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@drmartin wrote:

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@CDodsworth wrote:

Wow. Not impressed. I was under the impression they were quick to reply. 

I've emailed them 3 times privately. 

Not impressed

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No, it takes a week.

Every time you message them you go back to the bottom of the pile, from my understanding.  So just be patient. 😄

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That has been corrected and it does not send you to the bottom of the pile. However sending more than 1 message will not help unless you forgot to include information.

[Anonymous]

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@CDodsworth wrote:

Wow. Not impressed. I was under the impression they were quick to reply. 

I've emailed them 3 times privately. 

Not impressed

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You said you have done some reading here. Where did you get the impression account support was quick?

It is atrocious but once you get settled it's all good.

[CDodsworth]

Thanks for your help. 

I guess we will wait and see. 

[drmartin]

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@CDodsworth wrote:

Wow. Not impressed. I was under the impression they were quick to reply. 

I've emailed them 3 times privately. 

Not impressed

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No, it takes a week.

Every time you message them you go back to the bottom of the pile, from my understanding.  So just be patient. 😄

[CDodsworth]

Wow. Not impressed. I was under the impression they were quick to reply. 

I've emailed them 3 times privately. 

Not impressed

[stonechucker]

Use the chatbot in the bottom corner, ask it 'Contact Moderators' - it will give you the link 🙂

[Anonymous]

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@CDodsworth wrote:

Hi 

Can someone please help me understand how to get in touch with the @CS_Agent. 

I'm under the impression I need their help to change my current plan to a new plan as i've let it go past the due date. I have money to top up to a cheaper 90 day plan, but it won't allow me. 

PLEASE HELP!!!

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Tagging is a less effective way.

Send ONE (1) private message to them here and include your phone number and PIN to minimize back and forth identity verification delays.

Forget your PIN? Then you'll need 3 of either of these pieces of information you used when you signed up: full address, birthdate, last 4 digits of CC you might have used, email address on the account, alternative phone number you might've entered when you signed up. Or, in addition, either of these to get to 3: last payment amount and date, last add-on bought and date.
And of course your question/problem.
Then hopefully they will get back to you as soon as they can between M-F 9-9 (ET) and Sat-Sun 9-7:30 (ET). But it could be up to a couple days.
Depending on your notification settings, you would get an email notifying you of a reply. Get back here and see a red blob over the little envelope in the upper right of your screen and click on it to see the message.

[drmartin]

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@CDodsworth wrote:

Hi 

Can someone please help me understand how to get in touch with the @CS_Agent. 

I'm under the impression I need their help to change my current plan to a new plan as i've let it go past the due date. I have money to top up to a cheaper 90 day plan, but it won't allow me. 

PLEASE HELP!!!

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Yeah that will take at least a week. 😞

You can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Give your phone number and pin code, as well as much information as you can.