Upgrading - missing data

[drey_p]

So,  just over a month ago I upgraded to a SIM Only deal.  I negotiated a great deal with retentions for 10GB of data, unlimited minutes and texts as well as Spotify.

I realised that the data was actually 8GB from the plan and 2GB of "goodwill data" for the duration of the contract.  Everything went well until I got a text saying that the data has expired... and it dropped from the 10GB I had agreed to down to 8GB.

Many Live Chats later, we eventually get a solution..... the agent is going to add on a 2GB bundle for £10 a month and then credit me for that (yes, alarm bells were going off at this point).  So I go with it as it seems to be the only solution to get me back up to 10GB of data.

The app updates, and now shows my line rental has gone up by £10 and there is a £10 charge for the extra data bundle.  Try Live Chat again and they just don't get what I am trying to say and try to assure me that is correct.

I thought adding a bundle would affect the total you pay and not change your line rental???  So, if your line rental is say £15 per month and you add on a bundle that is £10, you will pay £25 in total.... but your line rental itself will remain as £15 and doesn't change.  Can anyone confirm this please...?

[hrym]

Hi, @drey_p. You know the drill - hang on for the team :smileyhappy:   I do wish customer service people wouldn't do things they must suspect won't work, though the people who set the contract up normally get it right.

[drey_p]

Will do hrym .... ironically my partner has exactly the same issue.  Its a really mess and I have literally spent hours trying to sort it out myself.

[drey_p]

The good news is that my partner managed to get someone on LiveChat to sort this out.
I am still struggling with trying to find someone who actually knows how to resolve the issue.  I reckon I've spent about 10 - 12 hours on LiveChat trying to get it sorted.  I keep getting promised that it is being escalated to the technical team, and that it will be resolved in 24-48 hours.  It's still not sorted.

[Getafix]

I had similar issue last year when I moved all my 4 lines to SIM Only.

My big mistake was I agreed different tariffs/discounts. Took 4 days to sort it out. Eventually I managed to get hold of someone who knew what they were doing. I proposed to move all 4 lines to exactly same tariff with a discount which would mean I would be still paying the same total amount.

Took another 3 weeks to sort out Spotify on one of the lines.

The other issue that I found was discount was for 12 months rather then end of contract despite agreeing that it will be till Contract End date. That was sorted quickly by the Forum Team.

Hope the Forum team can sort it our for you.

[drey_p]

That sounds like a mess Getafix... at least you were able to sort it out.  The problem seems to be getting in touch with someone who understands the issue and knows what to do to sort it out.   In the past I've always had pretty good experiences with Live Chat and they have been able to solve the issue.  This time around they seem to baffled by the whole thing.

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@Getafix wrote:

Hope the Forum team can sort it our for you.

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So do I, although it seems they may have just missed this thread....  :smileysad:

[drey_p]

Hello - earth to the eForum Team....  anyone out there??

[Alex]

Community team to @drey_p - I'm here!

I've popped you over a private message, please follow the instructions and then a member of our team will be in touch to sort this out. :smileyhappy:

[drey_p]

Many thanks - message sent!

[Getafix]

@drey_p

Did you get the issues resolved?

Guess what, another year on, and another round of issues. I upgraded all my 4 lines. Simple Upgrade. Same Tariff but discount was reduced, but free months, so worked out to be the same.

Guess what, cancelled my secondary billing arrangement for 1 line and charged for UK Calls.

Also on that line should be adjustment of line rental due to change in Tariff.

As line moved, can't see Historical billing for that 1 line. 

Free months credits missing.

Moral of the story, it happens to the best also. Only good thing is we know what the resolution is, feel sorry for all those who don't understand how Billing works.