Your plan hasn't started yet or is inactive
We understand that you may already be on the move and in a hurry, please contact us to request a refund and we'll process your request.
Once you have contacted us, we recommend you purchase the plan you wish to switch to in order not to miss your connection. While we may not be able to answer straight away, we promise to make sure your refund request is processed so you're not paying more than you need to.
Your plan has started and is active
It is not possible to change plans if your plan has already started and is active. If you are facing issues with your plan, please refer to Troubleshooting steps for information about how to get further support.
How can I tell if my plan has started and is active?
You can check the status of each plan under My Account. Once your plan is active, it is not possible to cancel it or make any changes to it. If you are experiencing problems, please check Troubleshooting steps.