topic Re: Change plan online in Account and services

Change plan online

JoeM — Wed, 14 Aug 2024 11:56:23 GMT

My AdvSIM 4GB Data Unlim Min 24M plan ended yesterday. Why can't I change my plan online?

Re: Change plan online

JonathanB — Thu, 15 Aug 2024 10:47:04 GMT

Sorry to hear you're having trouble updating your plan. Can you let me know what error you're seeing or what happens when you try to arrange your upgrade? Have you been in touch with the phone or chat teams, if so what did they advise?

Thanks,
Jonathan

Re: Change plan online

JoeM — Thu, 15 Aug 2024 19:29:27 GMT

Hi JonathanB

Thanks for coming back to me. When I click on 'change current plan' It tells me 'Sorry, you can't change your plan online right now. To get in touch, please call 333 or go to...'

The person at the end of the chatline could not tell me why I couldn't change my plan online even so my plan has ended. They suggested that there is a bug in the software which I doubt because I tried it on different browsers. They were very unhelpful and did not seem to know the options in the web based account after a chatline based conversation of over an hour. I'm not sure about clicking on 'get a new plan' because it appears as if I'm applying for an additional plan.

Thanks,

JoeM

Re: Change plan online

JonathanB — Fri, 16 Aug 2024 12:21:34 GMT

Thanks for the additional info @JoeM. From the Community I can't access customer accounts, but I think I know what's happening.

Just to check are you choosing "change current plan" or the options to upgrade?

You won't be able to "change plan" if your plan's term is over. When we say change in this context it's when you amend the plan without extending the term, for example you can add more data to your monthly allowances.

If the error is happening with the Upgrade options too, I'd have to suggest you get back in touch, and ask for the renewals team if you're not connecting to them automatically. They should be able to help get a new plan sorted out for you.

Thanks,
Jonathan

Re: Change plan online

JoeM — Sat, 17 Aug 2024 19:04:13 GMT

Thanks JonathanB. That answered my question.