Plan will not change

[patstewart]

hi, 2 months in a row I have clicked on change my plan and bumped it to 4g and yet it still shows 3g.

Is there anyone that can help?

Thanks

[gpixel]

@patstewart 

there are 2 refresh buttons

 

[patstewart]

hi, thank you for the reply. 

My phone is LTE. On my account (web browser) when I sign into PM, it shows current plan as 3g. I have tried two months in a row by clicking on "change my plan" each time it showed success and my payment has gone up, but my current plan still shows 3g.

Incognito shows 4g, but why would anyone know to use that mode?

Thanks

[hTideGnow]

HI @patstewart   first, when you login to My Account, is it showing the correct 4G plan?

Please try to use Private/Incognito mode to login to make sure you see the correct info

If it shows the correct 4G speed plan, then check if your phone network type was set to 3G Only, you need  to select LTE or 4G