upgrade not gone through even though plan has since renewed

[call-me-ian]

I upgraded to the £8 50gb Voice plan via the app on Thursday 6th Feb.

I had a confirmation email saying the change would come into effect on Sunday 9th when my plan renewed.

When my plan renewed on the 9th, the upgrade hadn't gone though after all.

I would welcome suggestions on how this can be resolved.

[SmartyTrousers]

@call-me-ian You would need to chat to Smarty support about this.

[call-me-ian]

Thanks for your quick reply.

Do you know how I could chat with Smarty support about this?  I can't seem to find it, other than some sort of AI bot that just sends me round in circles 

[SmartyTrousers · Accepted solution]

@call-me-ian You should see a chat icon on the main Smarty website. While you will be dealing with a bot initially, I've never had trouble getting transferred to an actual person when that was necessary to resolve the issue.

[call-me-ian]

OK Thanks. I'll give it another go. 

[MSF]

@call-me-ian  By having a web chat with Smarty Support would be the best option 

[call-me-ian]

Thanks.

I just did that. Looks like the upgrade failed. Support guy said its sorted now but I'll have to wait for yet another rental cycle.

[MSF]

@call-me-ian  They should be able to sort it out without you having to wait until the next cycle. Gently persist with your query.

[call-me-ian]

I will. Thanks for the tip.