EDIT: After this post, costumer support contacted me and offered to keep my data franchise even after my subscription expires. So I have changed the title and review. Thanks!
ORIGINAL: I purchased the FAMILY pack (100GB limit) for $19 USD to host a live streaming event, but we ended up having more viewers than expected. When we had only 20GB of data remaining, I clicked on the “UPGRADE SUBSCRIPTION” button in my account, assuming that it would charge the price difference and switch us to the TEAM account (250GB limit) for $49 USD. I thought it would deduct the 80GB we had already used and provide an additional 170GB for the price difference. Isn’t that what UPGRADE should mean?
To my surprise, the entire amount of $49 USD was deducted, and my data allowance was reset. It used the remaining 20GB and then started deducting from my new plan, but I couldn’t track the remaining credits because I was now on a different plan. So I reached out to support to understand what had happened, and they simply told me to re-sign up for the FAMILY pack to get an extra 100GB. I politely asked if a refund was possible since I now have around 200GB left that I don’t need, but my request was rejected.
Regarding the technical aspect, the streaming itself went well, but I have two complaints:
- Embedding the stream on a webpage is challenging. When using the WordPress plugin, it creates a blog post with a link, but it’s not straightforward to embed it elsewhere.
- Occasionally, although not frequently, the live feed stutters and repeats a few milliseconds. This never happened during our YouTube live streams before, so I’m wondering if it’s an encoding bug.
Overall, the plugin is good, but the billing system could be clearer, and the customer support team could be more attentive to customers’ needs.
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