Cancelled Upgrade due to Single User Fault

Bennyc123 — Fri, 20 Sep 2024 18:54:04 GMT

I placed an order for a contract upgrade on Sunday, signed the contract and everything went through just fine, receiving an order confirmation shortly after.

Come Tuesday I received a text message saying the order was cancelled as I’m not eligible for an upgrade, although I absolutely am - spoke to customer support who assured me the order was still in progress and the order would arrive today, Friday.

The phone did not arrive today, so I spoke to customer support once again who told me the order had in fact been cancelled but couldn’t tell me why. After 2 hours on the phone to multiple people I have been told it was due to a technical single user fault on my account and the order shouldn't have been cancelled; this has no immediate fix and I now have to wait multiple days to wait for a fix before moving forward with my upgrade.

Can anyone tell me if they have experienced anything similar?

This has been an absolutely awful experience from start to finish, and I am seriously thinking about changing phone providers.

Re: Cancelled Upgrade due to Single User Fault

Christopher_G — Sat, 21 Sep 2024 08:51:46 GMT

Hi @Bennyc123

Welcome to the community.

I'm really sorry to hear that your upgrade didn't go through because of a system error. Hopefully the support team can get it resolved soon for you.

Please keep us updated on what happens.

Chris

topic Re: Cancelled Upgrade due to Single User Fault in Orders

Cancelled Upgrade due to Single User Fault

Re: Cancelled Upgrade due to Single User Fault