Mobile revert not possible.

[Houghton19]

Hey everyone, I tried upgrading a few weeks ago to the 5G family plan (£85 a month for 4 sims) from the same 4G version (£75 a month for the same 4 sims). 

so I recently got a 5G device and I show as being in a 5G area (Just inside on the border) so when upgrading on the phone I specifically asked if I didn’t get the 5G I could use the cooling off period to drop to my previous package, I was told that it was possible and I just need reverting back. 

so after about 7 days of no 5G I phoned up, asked to be reverted back and was told this could take a week. Cool, no issues. 

now today my bill has come in, still £85 for mobiles, phoned up and spoke to a woman (unfortunately we got disconnected and didn’t get called back, not her fault it was disconnected) who has told me the revert has been declined and now I’m either stuck at £85 a month OR I have to go to a lower data package, neither of these offers are a good solution for me. 

is there anyway I can take this higher and challenge this. 

[PaddyB]

Hi @Houghton19,

Thank you for posting. I'm sorry that 5G wasn't available at you home and that you haven't been able to revert back to your original package.

If you send me your details, I'll be able to take a look at this for you. 

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[Houghton19]

Thanks Paddy, I have replied to your message. 

[PaddyB]

Hi @Houghton19,

Thank you, one of the team will be in touch in the next day or two.

Thanks,

Paddy

[PaddyB]

Hi @Houghton19,

Thank you for speaking to me yesterday. Just a quick update to let you know I'm still working on getting your package reverted. I should have an update for you in the next day of two.

I'll give you a call again on Friday. If you need anything in the meantime, please feel free to drop me a PM.

Thanks,

Paddy