There is NO REMOVE button for 5G ADD ON

[MalikaO]

- There is no remove button for 5g add on, I have tried on 3 different browser, Can you please add the button there for to remove 5g add on. How hard it is to add a remove button on to add ons? and When I read the forum I can see that it has been complained for the last 1 year and still no fix or changes unless you have a secret agenda of re-charcing people for people who cannot do it on time or give up when they cannot find the damn button. 

- Another bigger fault for years is that, when I want to go to setting and set the Spend alert default amount to 50 euros  from 450 euros, it wants to sign me up a new 12 months contract starting from today, but why? why would you do that when someone wants to just to change the spend alert amount from 450 to 50 euros?  why would you want me to sign up a new 12-24 month contract on the spot and make me pay again on the spot to make this change?

[MalikaO]

Can anyone please help about how to remove 5g add on and make the "spend alert amount" 50 euros?

[Three_Derv]

Hi @Malika0 I can pass this feedback but can also support with both queries by checking your account. Can you PM your mobile number, address and date of birth and we can from there? Dearbhaile

[Add_05467]

Also looking to cancel this.  Especially since now it's free of charge, yet it still says I have the €5 add-on.  @Three_Derv can you help me?

[Three_Shane1]

@Add_05467 Hi there, last week we sent a text to our customers to advise we'll be removing the add-on, this will be done automatically by our system but due to the large number of customers it may take some time. Once the add-on has been removed & the free 5G is added to your account you'll receive a second SMS. Until the free 5G is added your current add-on will remain on the account. For more details on the free 5G click here.

[Dalk]

Hi Shane,

I’m still getting charged for the 5G add on. I received the text saying 5G was free on 05/01/2023. Over a month later and I’m still getting charged. 

I’ve made three phone calls to customer care and I am getting conflicting answers and the charge still hasn’t been removed.  I was given a case number and promised someone would be in touch, which never happened.

I’m getting a bit frustrated at this stage tbh…

Any Assistance would be greatly appreciated.   

[Three_Stacey]

Hi @Dalk thanks for reaching out to us and I totally understand the frustration of getting conflicting answers.

I know that getting 5G for free is still being rolled out but I'd like to take a look at your account to get you some answers. Please PM me your name, number, full address and date of birth. 

[Dalk]

Hi Stacey, 

Sorry I didn’t see your reply.  I’ve just PM’d you. Thanks.  

[Three_Stacey]

@Dalk I've just seen your PM, I'll review your account and get back to you shortly. 

[Thant_54654]

I'm also having same issue for this can't found remove button for 5G addon and it's still charged montly