New 12gb plan

[Michael_2543421]

Why hasn't my 5gb plan not upgraded to 12gb as account now showing 6gb on renewal 

[Michael_2543421 · Accepted solution]

Apparently I ordered this in-between payment dates so the update will occur in may rather than march as my email states so will see if it does

[MSF]

@Michael_2543421  Are you maybe referring to the special offer 12Gb plan - was 5Gb? If so, it does not upgrade automatically  - you will need to web chat with Smarty Support to ask for the offer.

[Michael_2543421]

I received a email saying it would upgrade on my next renewal 

On checking my account it's quotes 6gb not 12gb 

[MSF]

@Michael_2543421  You will still need to web chat with Smarty Support because we forum members cannot access your account.

[WelshPaul]

Yea, been a few complaints from others about the same thing. You need to speak to support, but be warned, you likely won’t get the upgraded data allowance until your next renewal date now. 😞

Do come back and let us know what happens.

[Goddess_Bastet]

Do you have the confirmation email?

It was the same with me for the 32GB for £7. Upgraded via the website, received confirmation that it would begin 1st April but it didn’t. On contacting support on that day they said it would begin 1st May - I was livid! It took a lot of complaining for them to offer me a compromise of 17GB add-on for a month to cover April - they could’ve offered that at the beginning of the call.
It seems perhaps these new offers aren’t going through on time with current customers - if at all. Your only option is to call. 

[Michael_2543421 · Accepted solution]

Apparently I ordered this in-between payment dates so the update will occur in may rather than march as my email states so will see if it does

[MSF · Accepted solution]

@Michael_2543421  Why not in April when you next renew?

[Michael_2543421]

My mistake it is April not may

[Goddess_Bastet]

I ordered the day before the the billing cycle started & the email said the new data would start 1st March (not April as I previously mentioned), instead it will start 1st April - with luck.