10GB not showing on account

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I'm a Contributor Level 1
I'm a Contributor Level 1

10GB not showing on account

Hi All,

 

I have two phone lines associated with my account. I was able to switch both over to the $60/10GB plan, one through the web portal and the other via phone support. The issue I am having is the one through the web portal is only showing 5GB, whereas the one through the phone support is showing 10GB. See below for pictures, is anyone else having this issue?

 

Fido, how can this be corrected as all your other means of support are down (phone, facebook messenger and live chat)?

plan changed via web portal (phone line 1)plan changed via web portal (phone line 1)plan changed over the phone (phone line 2)plan changed over the phone (phone line 2)

 

 

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I'm a Participant Level 2
I'm a Participant Level 2

Re: 10GB not showing on account

Similar issue. I had a 4GB plan with 2GB data add-on. I switched the plan a couple of days ago over the phone with a customer service agent and was promissed that as of December 19 I will get 10GB. However, what I see is 7GB (5GB+2GB I assume). I am confused. Fido how can we rectify this since your customer service phone line is down. 

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I'm a Participant Level 2
I'm a Participant Level 2

Re: 10GB not showing on account

Just wanted to update this thread to be fair. Now it is fixed for me. Thk u.

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I'm a Contributor Level 1
I'm a Contributor Level 1

Re: 10GB not showing on account

@alemix wrote:

Just wanted to update this thread to be fair. Now it is fixed for me. Thk u.


Thank you, my secondary line still remians the same at 5GB.

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I'm a Contributor Level 1
I'm a Contributor Level 1

Re: 10GB not showing on account

Update:

 

I was able to get through yesterday (1.5 hour wait this time vs 4.5 hours the day before). and it had to be corrected by the rep. She also advised most users who made the change via the web lost their voicemail service as well, so she had to add that back on as well (even though it comes with the plan).

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I'm a Participant Level 3
I'm a Participant Level 3

Re: 10GB not showing on account

OK, now I'm worried...I dont see 10 GB on my account....looks like the changes should be made pretty quickly...I upgraded via online yesterday

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Community Specialist
Community Specialist

Re: 10GB not showing on account

Hey there @daveyc3000, if you changed your plan online, the second 5GB of data is added in 2 to 3 billing cycles. 

 

Cheers



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I'm a Participant Level 3
I'm a Participant Level 3

Re: 10GB not showing on account

Waited for live chat... The rep added the extra 5 GB... Changes were reflected in 5 minutes.... People should talk to a rep instead of waiting as it seems like the system won't automatically  add the extra 5 gb

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