How to Change a Service Plan in the Comms Portal

Overview

The Change Plan feature in the Advanced tab allows partners to upgrade or downgrade a customer’s mobile service plan directly from the Comms Portal. For example, if a customer is on a Medium plan and wants more data, a partner can upgrade them to a Large or XL plan in a few clicks. Equally, a customer can be moved to a smaller plan if needed.

The plans displayed in this section will only show options that are compatible with the service’s platform. Services on the 1.0 platform will only show 1.0 plans, and services on the 2.0 platform will only show 2.0 plans. Partners cannot switch a service between platforms via a plan change.

Steps to Change a Service Plan

1. Log in to the Comms Portal and navigate to Services from the left-hand menu.
2. Select the service you want to change the plan for.
3. Click the Advanced tab from the service menu.
4. Scroll down to the Change Plan section. The heading reads: “Upgrade or downgrade service plan.”
5. The available plans are displayed as cards under Select New Plan. The current active plan is marked with a Current Plan badge.
6. Review the available plans and their inclusions — each card displays the plan name, monthly price, data allowance, network type, speed cap, and other inclusions.
7. Click Select Plan on the plan you want to move the service to.
8. Confirm the selection when prompted.
9. Navigate to the Activity tab to monitor the plan change order and confirm it reaches Complete status.

⚠️ Important Notes

• Platform compatibility: Only plans compatible with the service’s platform version are shown. A 1.0 service will only display 1.0 plans — if a customer on a 1.0 service needs a 2.0 plan, contact Comms Channel support.
• Current plan is pre-selected: The active plan is highlighted with a Current Plan badge — selecting a different plan will initiate a change. Do not click Select Plan on the current plan.
• Billing impact: Plan changes may affect the customer’s billing from the next cycle or immediately depending on the plan type. Confirm billing implications before proceeding.
• Downgrade considerations: When downgrading to a plan with a lower data allowance, any excess data usage above the new plan’s limit may incur additional charges. Advise the customer accordingly.
• Do not resubmit: If a plan change order is showing In Progress in the Activity tab, do not submit another plan change. Wait for the current order to reach Complete.
• Active Travel Packs: Changing a service plan while a Travel Pack is active and the customer is roaming overseas will stop the Travel Pack. Standard roaming charges may apply until a new pack is purchased.

Key Notes

🎥 Watch the demo video below

[Video placeholder — embed Vimeo demo here once recorded]