topic Re: Why is data being used from Top up even though you have an active Add on with data still on it in Account and services

Why is data being used from Top up even though you have an active Add on with data still on it

Robnor456 — Tue, 03 Oct 2023 20:47:48 GMT

Noticed this today, I presume it stems from the update. 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: Why is data being used from Top up even though you have an active Add on with data still on it

sgkalina — Wed, 04 Oct 2023 10:01:07 GMT

Wow ! I feel as though I could have written this -- I too am having this exact issue and I am pissed off as there is no one to TALK to -- just the chat, which is garbage. I now have to go into a store 1 town over to talk to a person tog et this fixed -- AND I want my money back that was taken for the data !! (and I need a new add on as well)

Re: Why is data being used from Top up even though you have an active Add on with data still on it

Robnor456 — Wed, 04 Oct 2023 12:02:11 GMT

Is that the only solution

Re: Why is data being used from Top up even though you have an active Add on with data still on it

Avondale — Fri, 06 Oct 2023 14:46:11 GMT

@Robnor456 and @sgkalina

This looks like an issue with Three's new customer management system ; @JonathanB might like to comment ?

Re: Why is data being used from Top up even though you have an active Add on with data still on it

JCB54321 — Sat, 07 Oct 2023 13:48:41 GMT

I have a similar issue. My auto-Data-Pack payment was taken on 27 September and I received the SMS saying “your Data Pack’s almost ready”. However it was never applied to my account and all my allowances show as “Expired”. I was hesitant to buy a separate top-up due to exactly the situation you describe. I currently have no calls / data / SMS. I’m hoping @JonathanB can help.

Re: Why is data being used from Top up even though you have an active Add on with data still on it

Avondale — Sat, 07 Oct 2023 20:48:38 GMT

@JCB54321

How to complain | Support | Three

Re: Why is data being used from Top up even though you have an active Add on with data still on it

Robnor456 — Sat, 14 Oct 2023 07:19:50 GMT

Still waiting for this to be resolved