Forum Discussion
Plan Upgrade
On 2nd September my rolling £6 per month plan came to an end. I decided to upgrade and pay £8 per month for 32GB which was on offer. I received an e-mail saying that my request had been successful but this morning I have received another e-mail saying that my plan has expired. No money has been taken from my account.
7 Replies
I have been trying to buy a new plan but keep hitting a barrier. It says get in touch via chat. This is really frustrating!
PeterEv_3586933 Well, did you try to contact support yet? Just follow my advice from the previous message to get a human.
ZenovA,
Thank you for your reply. One of the things I hate about SMARTY is that there doesn't appear to be a "Support" to contact!
I am currently without service and I'm worried that if I now buy a new plan, the plan that I selected on Tuesday 2nd and that I received an e-mail saying that I had successfully selected it will suddenly kick in and that if I now buy a plan, I will end up being charged for both!
PeterEv_3586933 Many 'no frills' companies operate via web chat only. It keeps the costs down not having a whole telephone customer service team.
If speaking to someone is important to you, then you will have fewer options unless you are paying a lot more.
PeterEv_3586933 They only have a live chat support, and you get put with a bot that doesn't understand your question and just cites help articles. You have to press "I still need help" like twice to get to a real human. Just ask them what is going on with your account's plan.
Does your dashboard not show any plan is currently active, or scheduled to be changed to a new one at a certain date? Again, check that your payment settings are set up correctly; that you set a payment method to use, set it to auto-renew (unless you prefer to manually pay), and that you also have balance on your payment method. Check that your bank isn't blocking payments to SMARTY.
It wouldn't seem likely you would get charged twice, as there is only 1 plan running on an account at a time. If that does ever happen then contacting support would be the thing to do, and they would either give you a refund, or put the second payment as account balance to discount the next billing cycle.
PeterEv_3586933 Maybe the 'plan has expired' Email is about your old £6 plan. Are you currently without service? Can you see the 32GB for £8 plan on your dashboard? Check that auto-renew is enabled on your dashboard and it is set to the correct payment method you want to use.
You can contact support to see if they can fix it for you, as it may be an error and they are able to manually set plans on your account.
One more thing, there are better deals on Uswitch. You could get 75GB for £8, or spend only £7 for 35GB. You can't change to them via their menu as they are meant for new customers, but I was able to get them by talking to support like many others.
The last part of your message was actually a question I was planning to ask, so thanks for that info!
