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Hi,



I've used all data from my Smart 300 Plan, and then it offered me to buy extra internet. From the app I chose the Data Pack M on december 29th and it was debited from my actual balance, but it never worked. It's still connecting on very low speed from the Smart Plan, and it used 0mb from the extra pack. How can I manage it to work?

Also, on Jan 13th my plan should restart the data counter, so will I lose this extra pack?



Hello @fheuer‌,



what I did right now is: I deactivated the old Data Pack M (which was waiting to get activated again).



And I activated it new for free right now, 'cause you paid for it and it didn't work. Now you can check if it is working or not ☺️



Please give us feedback after you tried!



Kind regards,



Jessica



Hi Jessica, thanks for that!



Question: I have a active Smart 300 which still has some data remaining. To use this Data Pack M do I need to deactivate the Smart one? They work in parallel?



Until now I have only  used data from Smart 300, none from Data Pack M.



Thanks



Hi fheuer,



the Smart 300 works as the main tariff, and the Data Pack M is like a Surf Upgrade.



You do not need to deactivate the Smart 300 to use the Data Pack. You'll use the Data Pack automatically after the data volume of the Smart 300 is used up.



Kind regards,



Jessica ☺️



Hello @o2_Jessica



So, about 3 days ago the I used all the data from Smart 300 and I'm still running on slow speed internet on it. Seems that the system doesn't changed to my extra Data Pack M data.



Hi fheuer,



I haven't been working for quite a long time now.



Did you already have any contact to another customer support channel to fix that problem?



Or is it still the same?



Kind regards,



Jessica ☺️



Hi Jessica,



no, I haven't questioned anyone else since this is the only channel that supports english (or non german speakers).



Still not working that and also I got charged on March 7th for a new Data Package M, even with the previous full. It never worked!



Regards,



Felipe



Dear fheuer,



I am sorry for your trouble and the belated response.



I reactivated your Data Pack M for free, since the extension didn´t work. Additionally, I reversed the initial payment, because we were able to retrace and verify your issue. You will now have the Data Pack M for one month (30.04.2018-27.05.2018).

If you have any further questions, feel free to ask. ☺️



Regards,

Ubbine



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