topic trouble into the 2nd day post 'System update' in Account and services

trouble into the 2nd day post 'System update'

twofinedays — Tue, 03 Oct 2023 13:41:05 GMT

2nd day after the recent system update, and I'm still facing issues.

Initially my data add on was gone on my balance, which forced me to top up because I needed to use the phone.

Last night I found the add-on date was back on my balance and naively assumed it was all sorted. Nope, by the late afternoon, I could not access to data any more, and when I checked my balance, they used up the top up instead of data add on. I still cannot use the data add on, and I fear to top up either because it will be used up in no time.

Who's going to compensate, 1. lost 3 days from my 30-day data add on and 2. 10 quid top up that was used up for the data use despite the 9 GB left on my add on?

It's frustrating.

Re: trouble into the 2nd day post 'System update'

Robnor456 — Tue, 03 Oct 2023 18:01:06 GMT

I think the same thing has happened to me

Re: trouble into the 2nd day post 'System update'

Robnor456 — Tue, 03 Oct 2023 18:54:50 GMT

Confirmed just now that Top up is being used in preference to data add-on, according to Three I have 7.4GB left from an Add on that expires on 04/10/23 and yet had no data connection from lunchtime today, after topping up I had data connection but the top up is down by £5 already

Re: trouble into the 2nd day post 'System update'

Cloudyhill — Wed, 04 Oct 2023 00:42:01 GMT

Same thing happened to me too, my add-on was not able to use since the last one expired. I didn’t want to top up as I worried that I would get into your situation (and it proved it did! They would use up the top up instead of the add-on part), no channel to reflect this issue and it does not seem there’s any communication from the operator on this either, this is very odd.

Re: trouble into the 2nd day post 'System update'

Robnor456 — Wed, 04 Oct 2023 18:03:24 GMT

Have you had any progress with your issue?

Re: trouble into the 2nd day post 'System update'

Avondale — Fri, 06 Oct 2023 08:57:05 GMT

@twofinedays

@Robnor456

@Cloudyhill

Any progress ? If you have still got problems, I suggest that you tag @JonathanB into your answer. If you have not already done so, you also need to alert Customer Services on 333.

Re: trouble into the 2nd day post 'System update'

Robnor456 — Fri, 06 Oct 2023 11:03:29 GMT

Not yet, I passed my issues to their social media team yesterday

Re: trouble into the 2nd day post 'System update'

Cloudyhill — Sat, 07 Oct 2023 02:04:10 GMT

I suddenly had data service yesterday and thought this nightmare was over, but I was wrong and there is no data service starting from Friday 8pm, this is just annoying.

Re: trouble into the 2nd day post 'System update'

Cloudyhill — Sat, 07 Oct 2023 12:23:15 GMT

How do you contact them? The link @JonathanB provided me link to the same online support page, which showed the following message when I started it:

“Sorry no operators are available at the moment. Please try again later.”

It did say their opening hours are:
8am-8pm (Monday to Friday) and 9am-6pm (Saturday and Sunday).

therefore I do not understand why there is still no one taking up request during office hours. @JonathanB please advise if there is really a channel for reporting this issue.

Re: trouble into the 2nd day post 'System update'

JCB54321 — Sat, 07 Oct 2023 13:54:02 GMT

Same problem. Auto-data-pack-renewal payment taken on 27SEP23 as usual. Received the usual “Your Data Pack’s almost ready” SMS. But renewal was not applied to my account - all allowances show as “Expired”. Very, very difficult to get through on Chat and they eventually sent me a copy and paste standard message saying they were looking into it and not to contact them about it again. Meantime I have no phone service - all I can do is receive calls and receive SMS.

Re: trouble into the 2nd day post 'System update'

Avondale — Sat, 07 Oct 2023 20:37:55 GMT

More issues for you to look at @JonathanB.

Re: trouble into the 2nd day post 'System update'

Avondale — Sat, 07 Oct 2023 20:47:52 GMT

@JCB54321

How to complain | Support | Three

Re: trouble into the 2nd day post 'System update'

Cloudyhill — Sun, 08 Oct 2023 18:56:26 GMT

Yes, still same issue for me after a week, I can only rely on public wifi when I go out… this is really ridiculous.

Re: trouble into the 2nd day post 'System update'

Robnor456 — Mon, 09 Oct 2023 14:42:18 GMT

No change for me either, still unable to log in my account either on line or in App

Re: trouble into the 2nd day post 'System update'

JonathanB — Wed, 11 Oct 2023 10:35:36 GMT

Hi @Cloudyhill,

Sorry for the delay in picking this up. Inside their opening hours if you receive that message it does mean that they're all currently chatting with other customers. I appreciate your frustration, the team are busier than usual but if you refresh the page periodically you should be able to reach them if you check back occasionally.

We really appreciate your patience and perseverance.

Thanks,
Jonathan