topic Re: Upgraded, but phone on wrong data plan. Help Please in Archive

Upgraded, but phone on wrong data plan. Help Please

Daddystu — Sat, 22 May 2021 08:57:37 GMT

Hi,

I have upgraded my phone and changed my data plan to 7GB. However, i'm still getting warnings when I approach my old data plan cap of 1GB. I did not change my sim. I was told by a call centre operator that i would switch to the new data plan automatically. This hasnt happened. What can I do to resolve this?

Thanks.

Re: Upgraded, but phone on wrong data plan. Help Please

caesarome — Sat, 22 May 2021 09:02:21 GMT

When you upgrade your data plan it should happen straight away so as it has not then give Sky a ring from your mobile on the fre 150 number. When calling ignore the messages that ask you to go online or hangup and say technical when asked why yoy are calling.

Re: Upgraded, but phone on wrong data plan. Help Please

Daddystu — Sat, 22 May 2021 09:07:15 GMT

Thanks.

Will call them again then.

I should add on my account page in the web browser it shows my new package next to my old one and has my old one as the current one. You would think this is something simple that such a company should really not be making such a mess of.

Re: Upgraded, but phone on wrong data plan. Help Please

63johnw — Sat, 22 May 2021 09:49:52 GMT

Hi @Daddystu did you order a new sim with the new plan and have you activated it (you shouldn't by the way).

Re: Upgraded, but phone on wrong data plan. Help Please

Daddystu — Sat, 22 May 2021 12:22:43 GMT

Hi John.

No I didnt activate the second SIM just moved the sim from old phone into new.

Re: Upgraded, but phone on wrong data plan. Help Please

caesarome — Sat, 22 May 2021 12:27:00 GMT

When you changed your data to this new plan did you select the option to keep your current number because if you didn't you might have ordered yourself a secobd sim of which the 7GB has gone onto. A this is quite a common mistake to make hopefully Sky support can sort it out for you by cancelling this second sim and changing the plan on your current sim.

Re: Upgraded, but phone on wrong data plan. Help Please

63johnw — Sat, 22 May 2021 13:00:29 GMT

In that case @Daddystu if you don't activate it then it will drop off your account next month but if you want the new plan the you will need to do as @caesarome has said and call sky, explain what's happened and they will cancel the new sim and hopefully put the new plan on your old sim. Call on 150, ignore the messages and don't hang up and eventually you will get to speak to someone.

Re: Upgraded, but phone on wrong data plan. Help Please

Daddystu — Sat, 22 May 2021 13:12:20 GMT

We have now resolved the issue. It was far from straightforward however. The new data package was linked to the new SIM which wouldve required a change in number. Instead we kept the current SIm, cancelled the new package and took a different package out on the exisiting SIM. A lot of fuss and conflicting instructions from customer service. The gentleman (John) who helped today though was very patient and helpful.