topic Re: No Internet on phone in Network

No Internet on phone

Baba266 — Mon, 29 May 2023 16:56:52 GMT

Hi guys, is anyone having similar issues with me?

I have got no Internet on my phone since Saturday and I have been calling but seems guys on the phone have no clue what is going on?

The trouble is I cannot do my job without Internet connection and its frustrating. whats really going on with 3? It all started with the useless upgrade they are doing.

I like to know if anyone is going through same problem or am I just thr only one?

Re: No Internet on phone

Kam5638 — Mon, 29 May 2023 20:17:25 GMT

Yes I am having the same issue. Spoke to customer services and they fed me a story about certain numbers being transferred to a new platform which is causing problems. No timescale for a fix. I got a text warning me I had no data left which is completely wrong.

Re: No Internet on phone

JonathanB — Tue, 30 May 2023 12:41:45 GMT

Hi @Baba266, @Kam5638,

This sounds really frustrating. If you're both receiving messages as though your monthly data has ran out, but you're certain it hasn't been used, we'd like to take a closer look into this.

I'll send you each a private message to direct you to a support team that can investigate further, and will take ownership of getting this resolved. 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: No Internet on phone

andyharvey — Tue, 30 May 2023 15:25:11 GMT

I also have this problem. Data stopped working on May 25, after receiving SMS saying I had used 100% of data. My3 account says I've got 1.3Gb left. Also there's an unbilled event of £4.74 for data.

Contacted customer services twice, both times told there's a problem with "the internet", and to try again later - it's been 5 days now! Any advice on a solution to this would be appreciated.

Re: No Internet on phone

BlueLightAlarm — Tue, 30 May 2023 20:02:31 GMT

Yep, me too same issue. Normally it wouldn’t be too much of an issue but I am currently without home broadband either so am having to go to public places and connect to free WiFi throughout the day just to be able to check my emails, and use the internet - something which I have already been charged a month in advance for by Three!

if they think I am paying for this then they have got another thing coming! I know they have to pay for the terrible new system somehow - though they should also fire the people responsible for designing and implementing it! I have been unable to sign into my account and when I do the blue loading dots just keep showing for ages and ages. Absolutely terrible system!

They better get this data issue fixed soon or I am going to be taking my custom elsewhere after being a customer for 2 weeks!

Re: No Internet on phone

jajajaxoxo — Tue, 30 May 2023 20:02:49 GMT

I'm having the same issue. Data stopped working over 48 hours ago after I got a SMS saying I'd used all my data. Account shows I have over 10gb left.

Have tried using the app chat over 30 times in the past 2 days and it keeps disconnecting every time I speak to someone and they start troubleshooting. Beyond this, why is there no live phone support available since you need data (or wifi) in order to use the online chat? It seems like an own goal for an internet network to create this problem for its customers without providing support via phone. At this point I've wasted several hours trying to get help and still no closer to a resolution.

What I also don't understand is why Three hasn't contacted affected customers pro-actively or made any announcements on its social media pages to keep anyone up to date. It demonstrates a complete lack of care for customers.

How long will it be until this is resolved?

Re: No Internet on phone

BlueLightAlarm — Tue, 30 May 2023 20:03:36 GMT

I got the same text and ever since then I haven’t been able to connect to anything - apart from www.three.co.uk!

Re: No Internet on phone

BlueLightAlarm — Tue, 30 May 2023 20:06:04 GMT

I think it’s a much bigger issue than just these 2 people unfortunately! This is an absolutely ridiculous situation that has been made worse by terrible customer support! I was told that my lack of internet access was a “non-issue” because I am still able to use the phone and send text messages! This is absolutely ridiculous!

Re: No Internet on phone

Cherryblossom — Wed, 31 May 2023 12:14:14 GMT

So confused I can't use internet or apps either, but messages and calls are fine. I have 21GB left. It was only when I took out my 3 SIM yesterday and put it in a new iPhone this happened. Tried everything regarding network settings and restarts but still no data connection. Then I took out the SIM card and put it back in original phone, but data doesn't work there anymore either?! So not the phone as an issue but the SIM.

Tried live chat but they said upgrades were occuring so cannot check my account currently. No time frame can be given 🤔

Re: No Internet on phone

Lesley55 — Wed, 31 May 2023 20:54:00 GMT

Yes I have same problem since 23 May. Have spent hours and hours on the phone talking to advisers. Every time I have to re-explain the problem and what has been done to try and fix it. I get conflicting advice and answers each time. At a loss now to know what to do apart from cancelling my contract and going to another company.

Re: No Internet on phone

Lesley55 — Wed, 31 May 2023 20:58:00 GMT

Do you mind telling me are you in the UK?

Re: No Internet on phone

DannyHarry15 — Mon, 05 Jun 2023 02:03:11 GMT

I am having the same issue, i have had no connection to the internet at all today & had same problem 9 days ago, what is going on? i also got a text about no data which is wrong, customer services hopeless, i made a complaint but i am getting nowhere

Re: No Internet on phone

DannyHarry15 — Mon, 05 Jun 2023 18:19:59 GMT

I have the same problem, i have had no connection to the internet now for over 30 hours, I just keep being told they are working on it.

Re: No Internet on phone

andyharvey — Tue, 06 Jun 2023 08:01:20 GMT

Mine started working after about 4 or 5 days. Seems to be ok now.

Re: No Internet on phone

andyharvey — Tue, 06 Jun 2023 08:06:51 GMT

Just checked again, data seems to be working but my allowance has not been reset as it should have been. My account says it will expire on 5th June - yesterday!

Re: No Internet on phone

Lils555 — Fri, 16 Jun 2023 22:17:45 GMT

I’m currently facing this issue in Italy after buying 2(!!) separate data packages to see if they would resolve the issue. Super frustrating, has anyone resolved the issue? Really need data and only hear another 2 days so can’t afford to wait 4-5 days with no maps in the car! 😞

Re: No Internet on phone

Mamcleod — Wed, 09 Aug 2023 10:26:43 GMT

I have the same problem after returning from holiday in Cyprus. Even new SIM from three hasn't solved the problem