alancorner
Level 5: Eagle Eye

New Plan

Answered

I changed from a $30 member plan to a $60 freedom plan with new phone at the start of August, I see in `my account` I am still on the $30 plan and you can imadgine the charges that are being racked up for data usage, how long does it take Telstra to change the actual plan?

2 ACCEPTED SOLUTIONS

Accepted Solutions
alancorner
Level 5: Eagle Eye
Accepted Solution

Re: New Plan

Hi Christos that is correct they did not start the plan when they should have and I am going to have a live chat to get it sorted, I hope. Will come back and report on situation 

View solution in original post

Christos
Level 18: Intelligence Chief
Accepted Solution

Re: New Plan

Hi,

 

I'm glad to hear that, I think that is a fair resoultion.

Credits of that amount can take 2 months to appear on your bill.

Make sure when you speak to live chat next that you ask them if your account has been placed on hold while you wait for the credits to land on your account. This will ensure that you dont get any calls from Credit managment while you wait for the credits.

 

- C

 

 

If you've found a  then don't forget to mark that post accordingly

 

Kudos  Recognise someone for their help by clicking this button on their post

 

Stick around great things are happening in Moderator

 



If you've found a  then don't forget to mark that post accordingly


Kudos  Recognise someone for their help by clicking this button on their post


Stick around great things are happening in Moderator


 



View solution in original post

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
8 REPLIES 8
Christos
Level 18: Intelligence Chief

Re: New Plan

Hi Alancorner,

 

If your new plan started at the start of August and if it is not updated by now there is something wrong there.

When I changed my mobile plan it only took a couple of days to show up in "my account"

I would speak to Telstra to insure that the plan is changed on there end.

 

I suggest using live chat there great Smiley Happy and it's 24/7!

 

- C

 

If you've found a  then don't forget to mark that post accordingly

 

Kudos  Recognise someone for their help by clicking this button on their post

 

Stick around great things are happening in Moderator



If you've found a  then don't forget to mark that post accordingly


Kudos  Recognise someone for their help by clicking this button on their post


Stick around great things are happening in Moderator


 



Ben_F
Community Alumni (Retired)

Re: New Plan


@alancorner wrote:

 how long does it take Telstra to change the actual plan?


The time for the plan to update in relation to when the order was completed in instant.

 

As for the actual order, this can be delayed but the "waiting" period (before you can escalate the issue) is 24 hours. If it hasn't updated in that time, LiveChat is a great alternative to calling the call centre.

 

If you don't get any satisfaction, feel free to post here and we can see if we can arrange a Moderator to assist.

 

B.

----------------------------


New Users - Click Here!

alancorner
Level 5: Eagle Eye

Re: New Plan

Thanks for the suggestion Ben F I did that and guess what they did not know I had a new iPhone and.nothing on the plan of course more problems because they have put the plan into operation but cannot backdated to start of Aug. and because I thought I was on a 1GB data plan in my account there is a $1036 data usage. Don't you just love em!!!
alancorner
Level 5: Eagle Eye

Re: New Plan

Sorry pressed the wrong button it is not solved

Christos
Level 18: Intelligence Chief

Re: New Plan

Hi Alancorner,

 

That does not sound right to me it seems to me that Telstra did not correctly change the plan over.

Have you raised an offical complaint with Telstra in regards to back dating the plan. 

If not you can raise an offical complaint via live chat which will give Telstra the oppurtunity to investigate it properly

 

Click here to raise a complaint via live chat

 

- C

 

If you've found a  then don't forget to mark that post accordingly

 

Kudos  Recognise someone for their help by clicking this button on their post

 

Stick around great things are happening in Moderator

 



If you've found a  then don't forget to mark that post accordingly


Kudos  Recognise someone for their help by clicking this button on their post


Stick around great things are happening in Moderator


 



alancorner
Level 5: Eagle Eye
Accepted Solution

Re: New Plan

Hi Christos that is correct they did not start the plan when they should have and I am going to have a live chat to get it sorted, I hope. Will come back and report on situation 

View solution in original post

alancorner
Level 5: Eagle Eye

Re: New Plan

Contacted live chat and had some success, they said the data used $977 would be credited (cannot see this in `my account` yet) now I have only the calls to be credited which I forgot to mention on the live chat.
Christos
Level 18: Intelligence Chief
Accepted Solution

Re: New Plan

Hi,

 

I'm glad to hear that, I think that is a fair resoultion.

Credits of that amount can take 2 months to appear on your bill.

Make sure when you speak to live chat next that you ask them if your account has been placed on hold while you wait for the credits to land on your account. This will ensure that you dont get any calls from Credit managment while you wait for the credits.

 

- C

 

 

If you've found a  then don't forget to mark that post accordingly

 

Kudos  Recognise someone for their help by clicking this button on their post

 

Stick around great things are happening in Moderator

 



If you've found a  then don't forget to mark that post accordingly


Kudos  Recognise someone for their help by clicking this button on their post


Stick around great things are happening in Moderator


 



View solution in original post

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit