Unable to use data after changing prepaid plan

[Tabi]

Anyone know what’s the reason why I am not able to use data changing from a 8gb prepaid plan to a 4.5gb prepaid plan before the expiration date?

[BellPatricia · Accepted solution]

Hey there @Tabi. Welcome to the Bell Community and thanks for your post.

This could be the results of a few different things.

You can check/try the bellow tips and tricks;

• Check MyBell to see your data allotment to make sure it was not all used up.
• You can reset your network settings to see if that will help.
• You can review your APN settings to make sure they are correct. For APN details check out How to configure my mobile devices to connect to the Internet on the Bell Mobility network
• You can also review our Prepaid Support page on Bell.ca for additional tips and tricks.

Let the Community know if you still need help after trying the above tips.

[Jennifer]

I subscribed prepaid plan many years ago, option $20.75 (data included 100MB), I chose the option that has a bit of data just in case needed for emergency, but I never be able to use the data for these years. Now it looks that option doesn't even exist any more.

Why Bell charge me without providing service for these years?

[Whyis]

I am now also experiencing this issue. I got an escalation ticket and just keep getting run around by bell customer service. And I have had no data for DAYS. I am very disappointed with bell. They won’t even refund me. This is stupid. They took my money but won’t provide services. 

I did not use any data but according to the bell account and app I have no data to use, because I have apparently used it all, when I have not. 8.5GB

i got my SIM card replaced and even tried multiple different phones so it’s not a phone issue, it’s a BELL issue.

[Whyis]

Nope doesn’t help at all. This is a bell issue on your back end somewhere. 

[Whyis]

I’m on a prepaid plan. I got this plan for my parents who have travelled in and out of Canada a few times now to Asia and the UK, and the previous times they’ve come and gone, everything was fine. They were able to use the phone in Canada and use the data. However, they just returned from another recent trip and now all of a sudden they are unable to use data at all on this plan. 
This is what the app is showing me. I contacted bell and got an escalation number and have spoken with multiple customer service representatives who all seem to be telling me or asking me to do the same thing to troubleshoot the issue and there is simply so resolution. I reset the network settings. They replaced my SIM card. I reboot the phone giving it sometime before I turn it on again. I use the SIM card in a different phone. I use the SIM card of a different provider in the phone. The issue is not the phone. Other providers work just fine. The issue is just Bell. After days of being without data, which is the entire point of my paying $55 for 8GB of data, it appears that I have paid $55 just so I can text message and make phone calls, which is not what I need. I need data because i got this plan as my parents who are from out of town want to drive around Canada and need Google maps so they don’t get lost in the mass wilderness that is Canada. This has derailed their travel plans.  After being sick of this run around, I just want this to end, and I want my money back as I paid Bell $55 for 8GB of data, and they have not provided any of this 8GB of data. This experience has left a bitter taste and I will look to using another provider for cell and mobility services from now on. But Bell won’t give me a refund because apparently this is a policy with prepaid plans, although I prepaid for services but I have not received said services. After repeated refusals from a ‘Case Manager’ for a refund, with the ‘Case Manager’ saying they they are the Manager when I had asked to speak with the ‘Case Manager’s’ Manager, I have decided the only way forwards is for me to file a charge back with my credit card company in order to claw my money back from a service I have not received from Bell. This is utterly disappointing and frustrating. This is subpar customer service. And subpar service from both their customer and technical service teams as neither has been helpful in solving the issue. Has anyone else had any luck with this? Help Bell solve this, because apparently Bell is unable to solve my issue. I suppose the only way to solve the issue is to not use Bell’s services and use the services of a completely separate and different provider. 

 

 

[BellAntonie]

Hey there @Whyis , 

Welcome to the Community and thanks for your post. 

After reviewing your posts and screen captures, it seems like there are funds on the account, however the funds were insufficient to cover the monthly fee resulting into pay-per-usage being deducted from your balance.

If you've missed a renewal and are on a pay-per-usage status, when adding funds to your account, wait until you've received a confirmation that the plan is paid before starting using the phone. 

Let the Community know if you have more questions.

[Whyis]

Even on a pay per usage basis I was still unable to use DATA at all. Please explain that. 

[Lucas]

Hello,

I have a prepaid phone number, I was supposed to have paid 40 dollars to get data access.

I haven't done that, but today I topped up25 dollars into my account. I thought I would get internet access, but I didn't.

What should I do to get internet access?

[TiredOne]

Hello, I'm trying to connect to mobile data on my prepaid phone to use when I'm outside of my wifi range but when I do try connecting to it no internet data thing it says I'm still connected to wifi and can't access the prepaid data options due to such.  I've tried going through the troubleshooting lists I could find in regards to my issue but none have worked nor are they related to my current issue.  I've also noticed that the data usage has gone up regardless even though I can't connect to my data to even pay for more time???  If someone can help, I'd appreciate it, thank you.  I'm on a samsung device, if it helps.

[WelshTerrier · Accepted solution]

Good Day & Welcome.

This could be the results of any number of different things. Can you please tell us more in terms of the plan that you are on?

• Did you purchase a data service pass, a monthly data add-on or using data at pay-per-use rates? if so, has it expired?
• Have you verified that you have sufficient funds to cover the cost of the data option you have selected?
• Please tell us more about the troubleshooting steps you have taken? Prepaid Support

You can check out the following:

• Check MyBell to see your data allotment to make sure it was not all used up.  Managing your Prepaid account
• Have you tried to reboot your device?
• Have you tried to reset your network settings on your device to see if this makes a difference?

Take care.

[JonnyL]

Yup, I'm getting the exact same thing, looks like tactics to get all us users with grandfathered plans to get us to drop off the system, bell was once a somewhat reputable company but doesn't seem like it anymore 

[WelshTerrier]

Good Day & Welcome.

Thank you for reaching out & posting your concern.

We would like to assist you further, but in order to do, you would need to provide us with some specific information.

Have you tried to do any troubleshooting?

• Check MyBell to see your data allotment to make sure it was not all used up.  Managing your Prepaid account
• Have you tried to reboot your device?
• Have you tried to reset your network settings on your device to see if this makes a difference?
• Did you purchase a data service pass, a monthly data add-on or using data at pay-per-use rates? if so, has it expired?
• Have you verified that you have sufficient funds to cover the cost of the data option you have selected? You can do so by logging in to your MyBell web account or by opening the MyBell app.

Please tell us more about the troubleshooting steps you have taken? Prepaid Support

If you continue to encounter issues, please contact Bell Mobility Customer Service by Chat or dial 1 800 667-0123

You can also dial: *611 from any Bell mobile device.

• Weekdays from 9 a.m. - 9 p.m., Saturday: 9 a.m. - 6 p.m. and Sunday: 9 a.m. - 5 p.m

Let us know.

Take care.