Forum Discussion

FordGuy's avatar
FordGuy
Sophomore
9 months ago

Data Plan upgrade delays

On Dec. 13th I clicked "Change Plan" to upgrade from 15 GB to 50GB plan. I did this after I called to confirm that this would NOT require a new "commitment" as we are done our 2 year commitment. I ca...
Upgrades
Remy's avatar
Remy
Moderator
9 months ago

FordGuy,

 

Thanks for reaching out! Upon taking a look into the account and following up on the case, it seems a representative did indeed escalate this issue, and it's currently being looked into. It appears one of our representatives reached out to your phone number on file, and left a message with instructions on how to call us back. Please let us know if you received this voice message!

 

Thanks,

Remy

  • FordGuy's avatar
    FordGuy
    Sophomore
    9 months ago

    I really appreciate your help but it is now   11:00 on Dec. 19th and still no Data Upgrade. I don't understand why this simple task is taking so long and needed to be "escalated" in the first place?

    • Remy's avatar
      Remy
      Moderator
      9 months ago

      FordGuy,

       

      I'll go ahead and have a complimentary token added to your account. Your account is experiencing an issue where the new monthly data amount isn't being applied after upgrading. Our team is taking a look into why this is, and how to fix the ongoing issue.

       

      Thanks,

      Remy

      • FordGuy's avatar
        FordGuy
        Sophomore
        9 months ago

        Thanks for replying but now 4 full business days + one weekend after upgrading I still don't have DATA on the account. This must be a complicated "issue" to take so long to fix. Please let me know when it is fixed

  • FordGuy's avatar
    FordGuy
    Sophomore
    9 months ago

    Finally My Data Plan got updated however I do not understand all the charges/credits on my bill. I also see no evidence of any Data Token [complimentary or purchased] be applied or used.

    • Remy's avatar
      Remy
      Moderator
      9 months ago

      FordGuy,

       

      Thank you for reaching out! It's great to hear that the proper changes have been made. I'm able to confirm the complimentary and purchased tokens were both added and used within the same day of being added to the account. Which billing charge are you referring to?

       

      Thanks,

      Remy

      • FordGuy's avatar
        FordGuy
        Sophomore
        9 months ago

        Well, I was monitoring the account fairly closely and I did not see where any tokens were added nor used. What date was that? and why does it not show in Data Usage? In terms of billing charges- All of the charges, credits listed. As I understand it we had already paid for December in advance so only the $5/month increase prorated for the nine days left in the billing cycle.