Teacher
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9 Messages
Rollover Data
I changed my plan in August that went from 6GB of data to 8GB of data. I understand any unused data due to the plan change is lost.
However, upon recent renewal, I STILL did not have unused data rollover. Of the 8GB in October, I only used approximately 560MB. According to my account statistics, I am at 8GB of available data. I am not receiving rollover of my unused data.
Can someone help fix my account or explain?
Accepted Solution
Official Solution
elew43
Teacher
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9 Messages
5 years ago
@Gary L & @sandblaster - correct, I am Prepaid, was on $45 6GB plan and switched to $50 8GB plan. Switched on August 25th. Billing cycle date is: (25th of each month).
Prior to switching plans, I had rollover of unused data.
Since switching (2 billing cycles have elapsed now), no rollover of unused data.
Any ideas? Help?
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Accepted Solution
elew43
Teacher
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9 Messages
5 years ago
@lizdance40
- yes, just got off phone with AT&T Customer Service. They see same issue on their side where the autopay is not renewing on 1st pass, but, a few hours later, it does work.
Got escalated up to their Payment Customer Service and then to a Payment Customer Service Supervisor. He found the problem!
It seems when I changed my plan from the $45 to $50 month plan, the AT&T agent did NOT change my autopay *date* to correspond with the billing cycle of when the new $50 plan started. By pure coincidence, my old $45 month autopay date happened to be 1 day LATER than what should be my autopay date for the new plan.
Thus, what was happening was the Autopay transaction was happening "late" and because AT&T does its Autopay during the hours of 1am-4am local time to the customer, a text message would be generated stating that my account did not renew at ~1am, followed by another text message that my account did renew just 2-3 hours later. Thus, when I saw this in September and October, didn't think anything of it other than it was probably an AT&T billing glitch that corrected itself.
The AT&T Payment supervisor apologized profusely that the original agent that changed my plan from $45 to $50 month SHOULD have checked and made corresponding Autopay date change.
So, the problem had NOTHING to do with 30 day windows of sorts, but rather, an incorrect Autopay date that AT&T was supposed to check and made sure it matched the new plan cycle.
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sandblaster
ACE - Expert
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64.7K Messages
5 years ago
Was there a gap between the old plan expiring and the renewal? That would explain why no rollover.
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Gary L
ACE - Expert
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16.5K Messages
5 years ago
What plan name did you switch to?
What date did you switch?
What is the date of your billing cycle?
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sandblaster
ACE - Expert
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64.7K Messages
5 years ago
@Gary L I’m pretty sure the OP is talking about a prepaid plan and switched from the $45 6GB plan to the $50 8GB plan.
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Gary L
ACE - Expert
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16.5K Messages
5 years ago
We should NOT have to guess...
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sandblaster
ACE - Expert
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64.7K Messages
5 years ago
No guessing needed as there is no 8GB postpaid plan. Yes, it would have been better if the OP identified the plan or posted on the prepaid forum, but come on...
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sandblaster
ACE - Expert
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64.7K Messages
5 years ago
@elew43 Your renewal date is not the 25th of each month. Prepaid plans are 30 days, so your renewal date will change in any month that does not have exactly 30 days. August had 31 days, so your renewal date has shifted by at least one day already. So again, if there was a gap in the renewal, in other words if your plan expired on say the 23rd and you did not renew until the 25th, that would explain why no rollover data. Your plan must renew immediately upon expiration of the previous 30 days to get rollover.
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elew43
Teacher
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9 Messages
5 years ago
@sandblaster - thanks for the response/explanation. I'm still perplexed/confused though. I just got renewed today (Oct 27) and my account is showing no rollover data from previous billing cycle (I should have almost 7.5GB rollover).
Shouldn't rollover data have kicked back in by now (changing plans in late August)?
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sandblaster
ACE - Expert
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64.7K Messages
5 years ago
What you did in August is now irrelevant. What day in September was your previous plan renewed or rather, what day did it expire? If you renewed on Sept 25, your plan expired Oct 24. If you just renewed today, you’ve been without service for two days and that also explains why no rollover.
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