topic Re: No internet on new unlimited data pack in Network

No internet on new unlimited data pack

Bill14 — Mon, 23 Oct 2023 20:54:28 GMT

My unlimited data pack renewed 3 days ago, was working fine last night then this morning i wake up to find i cannot connect to the internet at all. The phone is working fine, shows 5 g reception, checked wifi on a friends broadband all working well. The 3 app keeps asking me to log in and register again due to Three updating their system, but when i do the message remains. I checked my data package and it shows my data ran out in January 2022, crazy because the calls and texts included in the package show they dont run out until 17th November 2023. Also checked my details and Three has my date of birth as the year 1900, this means i am 123 years old. It appears the Three system has a major glitch! Tried Live Chat which is a total nightmare, could not get any human on the other side just bots that cut you off, tried to call Three and eventually when i found a way through the obstructions put up by Three to put callers off, i was left hanging on the phone 'on hold' with music playing in a repetitive circle for 47 minutes, i obviously gave up in the end.

What is the point of Three using bots, trying to obstruct callers when they need help?

Done the reboot phone several times, pulled sim, turned on airplane mode and off again, of course that wasn't going to work because it is a Three issue

I am still without any internet and only sending this message by using a friends wifi

Totally fed up with Three, no help from them whats so ever

Looking elsewhere tomorow for a decent mobile service provider

When will Three start to treat its customers with respect?

Re: No internet on new unlimited data pack

Tunchik — Mon, 23 Oct 2023 20:56:23 GMT

Absolutely the same problem from this morning. Although my date of birth is fine. I've really thought it might be my phone problem as it's almost 4 years old, but now I can clearly see it's the THree issue. Hope they'll sort it out, I'm really fuming without being able to be online and not getting any support.

Re: No internet on new unlimited data pack

Bill14 — Mon, 23 Oct 2023 21:00:52 GMT

I think the most frustrating thing is that Three actually try their hardest to obstruct their customers. Bots that dont work, being cut off on Live Chat, left hanging on the line with music playing for 47 minutes. Not a human anywhere.

All they have to do is send a text message to their customers stating 'some' may be experiencing issues with their network coverage, please bear with us we are doing our best to sort the issue out. Instead they portray their network is working perfectly. They read these messages but still remain idle. That says everything.

Re: No internet on new unlimited data pack

KB2 — Mon, 23 Oct 2023 22:15:30 GMT

If you check your account, it may be January 2222 rather than 2022. They have botched a load of accounts in the My3 migration.

Re: No internet on new unlimited data pack

Bill14 — Tue, 24 Oct 2023 10:34:42 GMT

You are not wrong, the data pack states 1st January 2022 where as the Calls and Texts both say 17th November 2023

Re: No internet on new unlimited data pack

JonathanB — Tue, 24 Oct 2023 15:52:51 GMT

Hi everyone,

We're really sorry for any disruption that this issue is causing. Based on what you're posting it does look like an issue we're working to resolve as a priority. So hopefully you should all have normal service very soon.

Just in case I've sent everyone that has posted a PM to direct you to an escalated support team. If you chat with them, they'll pass on your info to the teams that are working to resolve the issue.

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 new unlimited data pack

earburner — Tue, 24 Oct 2023 18:59:44 GMT

I have the same problem, talked to someone on the phone who had no idea that the 10 month unlimited bundle existed and just put 10gb of data on my account. i started with an account i couldn't get into, then a bundle that was valid till 2222, the nothing, then after getting a support number out of the three shop the guy said he had fixed it and just added 10gb of data, that is not going to last long. This is very piss poor. poor com's, poor support.

Re: No internet on new unlimited data pack

wiseN — Tue, 24 Oct 2023 21:28:18 GMT

Same for me as well, they took £35, and i didn't get data pack, only calls and sms.

Re: No internet on new unlimited data pack

GmanX — Wed, 25 Oct 2023 09:22:07 GMT

Got a similar issue. This is very frustrating and completely unable to contact Three about it.

Re: No internet on new unlimited data pack

BreeM — Wed, 25 Oct 2023 10:02:18 GMT

I have the same issue - this is incredibly frustrating and disruptive. Please can you send me a PM. Thanks

Re: No internet on new unlimited data pack

JonathanB — Thu, 26 Oct 2023 14:14:41 GMT

Hi everyone,

We're working through these issues as quickly as possible. I know a few more of you have replied in the meantime. I've also sent you the same PM in case you're still experiencing these issues.

Thanks,
Jonathan

Re: No internet on new unlimited data pack

KH0501 — Thu, 26 Oct 2023 17:36:13 GMT

I have the same case. Every services became expired after the migration. And the staff i reached out online told me to top up but not changing anything. My original services all are still "expired" except charging my topup credits only!!!

Please can you send me a PM to help. I am being out of contact to everyone since Monday already.

Re: No internet on new unlimited data pack

Mbarrin — Mon, 30 Oct 2023 17:37:41 GMT

I having the same issue. No internet for over 2 days.

constantly asked to login. Internet works in theory as I can make dns requests. But that’s it.

Re: No internet on new unlimited data pack

Tharun12 — Thu, 02 Nov 2023 07:40:39 GMT

I have the same issue. Bought my unlimited data bundle which is to run out in Nov 24,2023 but the data just isn't working for 2 days now. Please send me a PM as well

Re: No internet on new unlimited data pack

JonathanB — Fri, 03 Nov 2023 11:00:25 GMT

Hey @Tharun12,

I've sent you a PM to to get you in touch with some colleagues in case this hasn't been resolved.

Thanks,
Jonathan

Re: No internet on new unlimited data pack

Dean — Fri, 03 Nov 2023 19:06:19 GMT

i topped up 20 pounds n got 14 days unlimited as it wouldn't give me the option for 35 pound for one month unlimited that was yesterday now today it says uv unlimited data until Jan 2022 and my data isn't working also I topped up 10 pounds as calls wouldn't work and now it dmsays all my 10 pound credit as gone even though iv barley used my credit this is an absolute joke I want compensation for this or I'm changing my operator iv been with three for a long time but times are hard its my birthday and I can't afford to go topping up again just to get the same issue tomorrow if its not resolved and I'm not refunded I'll be leaving three for good and I'll make sure I put it out there how iv been treated

Re: No internet on new unlimited data pack

JonathanB — Mon, 06 Nov 2023 16:05:36 GMT

Hey @Dean,

That's really disappointing to hear. We're working to resolve any issues like this as soon as possible. Just in case it hasn't been sorted yet, I'll send you a PM to get you in touch with some colleagues that can take a closer look.

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 new unlimited data pack

intheshredder — Tue, 07 Nov 2023 18:43:48 GMT

I topped up £10 and bought an add on over a week ago and still can’t use it. They say they have escalated it to back end but they’ve canceled and reapplied the wrong data packs, the data packs don’t work because their apparent activation date is 1960 and expired 2022. I’ve been on numerous times to rectify it and nothing, I’m told to be patient. This is unacceptable and seriously making me consider leaving Three after being with them nearly 15 years.