Forum Discussion

MTS1's avatar
MTS1
Joining in
23 days ago
Solved

Account Upgrade

Hi everyone,

I have just been through an account upgrade on the 11th June. Got a great deal. But my online account has remained unchanged as has my app. Both still show my old account payments etc. 

Is this delay normal or should I speak to someone. I have received all the new paperwork by email which is all correct - but my online account has yet to be upgraded. Do I just wait or do I need to call someone to get it sorted?

Thanks in advance. Mark

  • Molly_T's avatar
    Molly_T
    22 days ago

    Hi All👋 just returning to keep this public thread updated. 

    Thanks to MTS1 for PMing with me. I was able to confirm a few details needed to take a closer look into their concerns, and offer some support. 

    I'm pleased to report that the issues with the contract price were already resolved, and we discussed some additional feedback about the experience. There had also already been a complaint raised and resolved with another of my colleagues, so I was limited in the further support available. 

    My sincerest apologies again that this happened - I do hope you have an improved experience when dealing with us in future. We will always be happy to help here on community if needed!

    Wishing you all the best. 🌞

6 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    23 days ago

    Hi Mark,

    There may actually be a start date showing on the paperwork that you received.

    If you performed the upgrade over the phone it's usually actioned straightaway, unless you are receiving new equipment as part of the upgrade, in which case it won't be completed  until you've received and activated the new equipment.

    If you processed the upgrade by any other means then it's usually picked up by a back office team and can take up to 10 working days to complete.

  • MTS1's avatar
    MTS1
    Joining in
    23 days ago

    Start date on the new contract was 11th June by phone. No new tech required. I called the helpline yesterday and got literally nowhere! In past contract upgrades it’s been changed online straight away. The key issue is - who on earth do you talk to or contact. The main phone process it’s just dire! Any advice gratefully appreciated.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      23 days ago

      Hi MTS1 👋 welcome back to the community forum! Thanks for posting and bringing this issue to our attention. 

      Sorry to hear about your experience changing package. We will need to take a closer look at the account from our side to see what's happening, and offer further support if needed. 
      Please keep an eye on your Inbox 📩 in the top right corner of the page for a PM offering support. 

      We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        22 days ago

        Hi All👋 just returning to keep this public thread updated. 

        Thanks to MTS1 for PMing with me. I was able to confirm a few details needed to take a closer look into their concerns, and offer some support. 

        I'm pleased to report that the issues with the contract price were already resolved, and we discussed some additional feedback about the experience. There had also already been a complaint raised and resolved with another of my colleagues, so I was limited in the further support available. 

        My sincerest apologies again that this happened - I do hope you have an improved experience when dealing with us in future. We will always be happy to help here on community if needed!

        Wishing you all the best. 🌞