Mobile Broadband

[Annie_Nguyen]

Hi

could you please ask the Upgrades Team to contact me now?

[Annie_Nguyen]

I haven't receive any phone calls yet

I rang the number you gave me previously but they asked me to call another number. 

It's now the end of my contract,  and i dont know why it changes to $39/month but only 6GB

i was on a $39/month 12GB 

and now i want to upgrade or renew my broadband plan for another 24 months, but change down to a $29/month 6GB

Please tell me what to do to upgrade my plan as soon as possible

[Nick]

Hey Annie,

Annie_Nguyen wrote:

I haven't receive any phone calls yet

I rang the number you gave me previously but they asked me to call another number. 

It looks like the Upgrades Team have already been in contact with you now. Is that correct? If so, which mobile broadband plan did you decide to go for?

If you still haven't heard from them, then I'm happy to remind them to call you again. If you'd like me to do this, can you please send us through another email? You can simply reply to the last email we sent you, which will ensure that the unique code is attached.

Annie_Nguyen wrote:

It's now the end of my contract,  and i dont know why it changes to $39/month but only 6GB

i was on a $39/month 12GB 

and now i want to upgrade or renew my broadband plan for another 24 months, but change down to a $29/month 6GB

Please tell me what to do to upgrade my plan as soon as possible

The Upgrades Team are the best people to speak to about this. I understand that you've already sorted this out with them. As I mentioned though, I can arrange for them to call you if you send us through an email.

Let me know if you have any other questions.

Thanks,

Nick

[Annie_Nguyen]

Thank You!

I talked to the Upgrades Team and they already sent me a new pocket wifi this morning

I asked them to move me from 3 to Vodafone , which they already did

I also told them that I wanted to change from $39/month 12GB over 12 months to $29/month 6GB over 24 months.

However, go together with the new pocket wifi they sent me this morning, it included two Vodafone sim and I dont know which one to use for.

For the first one, On the cover it says  Prepaid Sim

After I registered it, I then check my balance, It says I only got 3 GB to spend and the expiry day is 27 July 2012

For the second one, when I entered it in the pocket wifi

It says No Network and I couldn't use it at all.

I just want to ask you that I told the Upgrades team to move me to another 24 months CONTRACT, but they sent me a PREPAID one which I have to recharge it every month???

Also, I wanted to change from $39 to $29/month 6GB, but the Vodafone sim they sent me is only 3GB 

They also sent me two sim cards but one sim is No Network , so what did they send me that sim for?

Can you sort this out for me ASAP?

and when is my next bill?

The Upgrades Team also said they won't charge me for the first month of my plan cycle.

So how much I need to pay now?

[Madeleine · Accepted solution]

Hey Annie,

Annie_Nguyen wrote:

I talked to the Upgrades Team and they already sent me a new pocket wifi this morning

I asked them to move me from 3 to Vodafone , which they already did

I also told them that I wanted to change from $39/month 12GB over 12 months to $29/month 6GB over 24 months.

However, go together with the new pocket wifi they sent me this morning, it included two Vodafone sim and I dont know which one to use for.

 For the first one, On the cover it says  Prepaid Sim

After I registered it, I then check my balance, It says I only got 3 GB to spend and the expiry day is 27 July 2012

For the second one, when I entered it in the pocket wifi

It says No Network and I couldn't use it at all.

 I just want to ask you that I told the Upgrades team to move me to another 24 months CONTRACT, but they sent me a PREPAID one which I have to recharge it every month???

Also, I wanted to change from $39 to $29/month 6GB, but the Vodafone sim they sent me is only 3GB 

They also sent me two sim cards but one sim is No Network , so what did they send me that sim for?

Thanks for letting us know. I'm glad to hear that the upgrades team were able to migrate you across to Vodafone and send you out the new Pocket WiFi. It does sound a bit confusing that you were sent two SIMs. It shouldn't matter which one you use. You'll just need to call the Vodafone Welcome Team to activate it, is this what you've tried already? If not, you can contact them on 1300 660 454 Mon- Fri or 1300 101 606 on the weekends. The $29 Mobile Broadband Plan (MBB) should be providing you with 6GB of data. Where are you seeing the 3GB inclusion?

Annie_Nguyen wrote:

Can you sort this out for me ASAP?

and when is my next bill?

The Upgrades Team also said they won't charge me for the first month of my plan cycle.

So how much I need to pay now?

I'd be more than happy to have a look at your account and then give you a call or email to get you up and running on the correct plan. At the same time I can check your upcoming bill amount for you. To do this I'll just need you to reply to the last email that we sent to you so I have you in our inbox again. Please also include the link to this thread.

Look forward to hearing back from you soon.

Cheers, Madeleine

[Annie_Nguyen]

---

Madeleine wrote:

The $29 Mobile Broadband Plan (MBB) should be providing you with 6GB of data. Where are you seeing the 3GB inclusion?

I'd be more than happy to have a look at your account and then give you a call or email to get you up and running on the correct plan. At the same time I can check your upcoming bill amount for you. To do this I'll just need you to reply to the last email that we sent to you so I have you in our inbox again. Please also include the link to this thread.

It's a prepaid SIM, I insert the SIM into my mobile, and call 1512 to check the balance

it said I only got 3GB not 6GB like you told me

and it's a PREPAID one, not on a 24 months contract like i wanted, that mean I have to recharge it every month 

I already activated the sim, the number of the mobile broadband is{Mobile Number Removed}

for the other sim, it says no network so i couldnt use it

what's the last email you sent me again?

I dont get it

What do i need to send you?

[Madeleine]

Hey Annie,

---

Annie_Nguyen wrote:

It's a prepaid SIM, I insert the SIM into my mobile, and call 1512 to check the balance

it said I only got 3GB not 6GB like you told me

and it's a PREPAID one, not on a 24 months contract like i wanted, that mean I have to recharge it every month 

I already activated the sim, the number of the mobile broadband is{Mobile Number Removed}

for the other sim, it says no network so i couldnt use it

what's the last email you sent me again?

I dont get it

What do i need to send you?

---

Thanks for your reply, I apologise for the confusion on my part. I was under the impression you had emailed us previously in regards to a query. All I meant was if you could pull up the old email from us and reply to it, it would feed a new email into our inbox with your details so that I could get this fixed up for you.

It's not a worry at all. What we'll do is start a new email case. I've sent you a Private Message with my email address and a unique code which will ensure your email is directed to the right place.

I look forward to receiving your email soon so that I can work with you to get your new service up and running as quickly as possible.

Cheers, Madeleine

[Annie_Nguyen]

i already sent u an email

please sort this out for me ASAP!!

Thank you!

[Sarah_C]

Hi Annie,

Annie_Nguyen wrote:

i already sent u an email

please sort this out for me ASAP!!

Thank you!

I can confirm that we received your email and we can definitely resolve this for you.

I hope that you had a great weekend and an enjoyable start to your week so far.

Regards,

Sarah.