Scheduled Plan Change Failed Again (Evidence Attached) – Urgent Help Needed

I am looking for some help or advice from the community as I am now stuck without data despite having a confirmed plan change scheduled for today.

The Background: I raised a complaint (Ref: 34545993#1355880) weeks ago regarding plan issues. I received a formal email from a Customer Excellence Associate on Dec 1st stating that I was placed on the 60GB for 8 pound offer, which would take effect from my next renewal date on 29/12/2025.

The Issue: Today is Monday, 29th December. My previous plan has expired and shows 0KB left. However, the 60GB plan has NOT activated. Even though my Manage Plan screen clearly shows the 60GB/8 pound plan as a Scheduled plan change, the system is now asking me to manually renew or buy an add-on.

The Proof: I have screenshots showing:

My dashboard showing 0KB left and the reset date as today.[1]

The email from SMARTY Complaints confirming the 60GB plan for today's date. [2]

My Manage Plan screen showing the 60GB plan is correctly Scheduled but hasn't triggered.[3]

This is the second month this has happened. I followed the instructions, waited for the reset, and the system has failed again. I am now without the service I was promised in writing.

Has anyone else experienced a Scheduled Plan Change failing to trigger on the renewal date? How did you get it fixed without paying extra?

I need help to understand why the update hasn't worked.

This is the second month this has happened. I followed the instructions, waited for the reset, and the system has failed again. I am now without the service I was promised in writing.