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Is it a thing of the past to get to talk to another human being to ask a question? Preferably one who works for the company and understands how to find the answer to complex questions

I upgraded my plan to a sim only plan after paying for my phone and i chose a £16 per month (first 6months free) unlimited data, calls and texts. when i first changed it in the app it says my data is only 5gb and not unlimited also it says my next bill is due next month but im supposed to have the first 6months free

For the last two weeks I have been getting SMS txt not at all or late. Sometimes two will come through the next day. This is from different networks. My son is on 3 so the same network but it still happens. Im on a IPhone 14 and have reset my network settings already, as well as a hard and soft reboot of my phone. Calls fine as are some txt messages. I’m at a loss as my wife and sisters txt are now regularly hours late or even a day.