topic Data Allowance Help in Account and services

Data Allowance Help

stewartbuck1986 — Mon, 23 Oct 2023 12:40:54 GMT

Hello,

I am a PAYG customer on the unlimited data plan. As of 8:00 this morning it has been asking me to sign into network, and when I log into the 3 app my voice & text plans expire 2 Nov 2023, but the data plan is showing as expiring 1 Jan 2222. I have tried to start a live chat (no one is available), I have tried to speak to someone by calling the customer care number (I only have online support), and finally I went into my local 3 store and they were unable to help me as I am a PAYG customer. I have tried switching flight mode on & off, restarting my phone, and selecting the option to sign into network - nothing has worked. Has anyone come across this issue before? If so, how did you fix it?

Re: Data Allowance Help

sc1999 — Mon, 23 Oct 2023 12:47:46 GMT

I am on monthly and the app shows my allowances expiring on the day that the next payment is due. After payment it shows that my allowances expire the following month and so on. I don't think that you need to worry, it's just another part of 3's new app that is designed to confuse and not help.

Re: Data Allowance Help

bevans — Mon, 23 Oct 2023 13:43:03 GMT

I have this exact same issue, no internet connection at all. I used the live chat and was told I had exceeded my data limit (i have unlimited data). Then told to visit my 'local store ' (over half an hours drive away).

Re: Data Allowance Help

corvette14664 — Mon, 23 Oct 2023 16:34:21 GMT

Hi I'm in the UK. EXACT same this happening to me. My nearest three store is over 100 miles away. Can't get hold of a single person. Mine cut out this afternoon.

Re: Data Allowance Help

KB2 — Mon, 23 Oct 2023 18:17:47 GMT

Same boat here. It looks like they chucked off 5G data users.

Re: Data Allowance Help

JonathanB — Tue, 24 Oct 2023 08:39:31 GMT

Hi everyone,

I'm really sorry for the disruption to your allowances. I've checked and it does look like this matches an issue we're aware of and working to resolve as soon as possible. Just to be doubly sure that we have identified your account, and to help gather info for our investigation, I've sent you each a PM to refer you to some colleagues.

Please have a chat with them and they'll pass your account info on to the relevant teams

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Data Allowance Help

jastinecruz_ — Tue, 24 Oct 2023 10:18:52 GMT

Mine didnt work for a whole day yesterday, I got connected to someone but it took me ages. As i woke up today it did work for about 2 legit minutes and start the same thing again.

Re: Data Allowance Help

bevans — Tue, 24 Oct 2023 10:23:53 GMT

So after trying live chat all afternoon yesterday I finally got through to someone who said they would pass it on to the technical department. I checked my app this morning and they have done something...... Completely remove my data plan! So I have a unlimited data pack with no data. Thanks Three

Re: Data Allowance Help

jastinecruz_ — Tue, 24 Oct 2023 10:27:30 GMT

Yeah happened to me this morning too, so i did restart my phone. Then notif blew me as i had connection not until 2min. It started not working again. And my data is back at jan 1 2222

Re: Data Allowance Help

GM88 — Tue, 10 Sep 2024 18:26:25 GMT

Any solution here? Spent 1.5hrs on live chat. They tried lots of stuff but nothing worked. Ultimately they decided to send me a blurb about my allowance being exceeded. I tried to explain that I bought a new data pack today and haven't been able to use it so that would be impossible, but they simply ended the chat. So frustrating.

Re: Data Allowance Help

JonathanB — Wed, 11 Sep 2024 14:26:48 GMT

Hi @GM88,

This topic was in regards to an issue from a few months ago, so it's probably best to start a new topic about this for greater visibility. Other customers won't necessarily spot this if they're just browsing recent topics.

I'm sorry to hear about this though. Did you receive access to your data in the meantime since posting? Can you see the allowances on My3 when you log in?

Thanks,
Jonathan