No Data Connection after Switch from 120G to 200G

[IrynaCh_2849789]

Hours switched from 120GB to 200GB no data connection for more than a week phone showing full bar on both 4G and 5G. I swap my SIM to another phone still no data connection. I swap another Smarty SIM to my phone it showing full bar on 4G and 5G their is data connection. What should I do to get my data switch on from Smarty.

[MSF]

@IrynaCh_2849789 You should firstly do a Network Status Check to see if there is a local mast problem.

Next, check your Account Dashboard to make sure that the new plan is showing there.

Then contact Smarty Support via web chat if that shows nothing

[IrynaCh_2849789]

I had done all you mentioned with the chat support team. They even escalated my case to the back end team and said I should wait for feedback from the back end team.which will take about 7 days

[MSF]

@IrynaCh_2849789 As I read it, another Smarty sim worked fine in your phone, your dashboard shows active sim and Smarty plan.

Is it worth ordering a specific Replacement Sim in case yours has somehow become corrupted? https://help.smarty.co.uk/en/articles/1215834-what-to-do-if-your-sim-card-gets-lost-or-stolen 

Your account will be locked when you order the replacement and opened up when you activate the  new sim following the instructions - this is for security where a sim has been stolen.

[IrynaCh_2849789]

The problem started with the old SIM when it was switched from 120GB to 200GB, I contacted the chat support team and they recommended I should order a replacement SIM, I followed their advice and requested a replacement SIM. When the replacement SIM arrived I followed the instruction to activate it, still it behaved like the old sim showing full bars on 4G and 5G network but no data connection. I swap the SIM into another phone that has a Smarty SIM that was recently switched from 120GB to 200GB, still not data connected and showing full bars on 4G and 5G network. It behaves like when someone is out of data but on my dashboard I am having 198.68GB. Technically Smarty switched off my SIM data connection.

[MSF]

@IrynaCh_2849789 Your further information has made it much clearer and it does look like you have done all the right things.

I think that the 7 day timescale is unreasonable and I would recommend raising this as a Complaint so that it reaches higher levels.

Hope it gets sorted for you soon.

[IrynaCh_2849789]

Did you mind to direct me how I can reach out to the higher level. I am really upset about the whole issue. Please share the link to higher level.