topic Re: Issue with data pack in Account and services

Issue with data pack

Kevmufc5 — Mon, 07 Apr 2025 14:06:45 GMT

Normally I do an auto renewal data pack.. missed it this month so bought one through my three. 60gb auto renewal.

i cant see it’s active on my account atm.. states “You have no allowancesYou'll pay UK standard rates.” And isn’t active on allowance screen.

but when I go into history I can see that it was purchased but hasn’t activated? Been through normal trouble shooting.

isnt letting me phone or use any data atol.. when trying to phone, 3 auto message states, “you do not have enough call time balance to make this phone call please top up”

I’ve been through to chat a few times and they have re added the data plan to account. Which didn’t help..

been escalated and told it could be a known system issue? But can’t see anyone else online having similar issues..

any help atol appreciated as need internet on the phone tonight..

Re: Issue with data pack

JonathanB — Tue, 08 Apr 2025 10:20:07 GMT

Hi @Kevmufc5,

Sorry to hear about this issue with your recent data pack. This sort of issue is unusual, but it sounds like you've done the right thing in alerting customer services. The issue must be with your account, so unfortunately there isn't really any further troubleshooting we can suggest on the public forum. Did customer services set any expectations on when they expect the issue to be fixed, or when they'll be in touch to update you?

Thanks,
Jonathan

Re: Issue with data pack

JonathanB — Tue, 08 Apr 2025 10:29:02 GMT

Hi @Kevmufc5,

Just to update on this, it looks like you're describing a known issue that we're working hard to resolve. If this is still affecting you, can you reboot your phone and let us know if your pack is now working?

Thanks,
Jonathan

Re: Issue with data pack

JonathanB — Mon, 14 Apr 2025 14:30:16 GMT

Hi @Kevmufc5,

We never heard back from you, was this sorted out or do you still need any help?

Thanks,
Jonathan