30 day rolling contract. Changed to another plan

[#1]

Hi. Im on a 30d rolling contract. 4gb. £9.45 PM. I decided to up it to 7gb at £10PM (again 30d) at the time it said this would take effect in Oct. However I've had an email through confirming the change which is stated as changing to 4gb at £9PM and it will take effect on 1/11/19.
So I'm a bit confused as to what is going on. Can you clarify for me? Thanks. Paul

[#2]

Hi @Dirkdiggler, thanks for getting in touch.

I am sorry for the issues you have had with your service. So we can look into this for you, can you please private message:

-Mobile number in question,
-Full name and account name if different from yours,
-Full address including postcode.

Once you've sent those details via private message, please let us know on this public post

Regards,
Alice

[#3]

Did this yesterday. Thanks. Paul

[#4]

Hi @Dirkdiggler,

Thanks for providing this information. Just before we can discuss the matter further, we'll need to complete our security checks. Please could you confirm the following information via another private message?

- The 3rd and 15th characters from the answer to your account security question
- The last 2 digits of the sort code and account number from the direct debit details used to pay the bill

[#5]

Replied. Thanks.

[#6]

Hi @Dirkdiggler,

I've sent a further response via private message. Please let us know in this thread once you've been able to respond.

[#7]

Replied. Ta.

[#8]

Hi @Dirkdiggler,

Thanks for getting back to us again. I've responded further via another PM.

[#9]

I've replied

[#10]

Hi there @Dirkdiggler,

Thanks for getting back to us.

I'm afraid we're unable to see the messages you've sent to @TheMightyAJ and he's currently out of office.

More than happy to help you further, I'm here till 10pm tonight - we'll need to pass security. Could you PM me the following info:

- Your full name and confirmation you are the account holder

- Your Plusnet mobile number

- Your full address with postcode

Thanks.

[#11]

Replied

[#12]

Replied

[#13 · Accepted solution]

Great.

All replied to.

Thanks.

[#14]

Replied again

[#15]

So Mads had told me she could see the actual change in the system and this was for the 7gb due to change today. Well my month has refreshed and it says I have 4gb and not 7gb. Can someone look at this again as clearly the changeover hasn't worked. 😐