Add on

[Sarg]

Why I’m I having problems with my add on , put a voucher on today and bought the add on but the add on hasn’t been add on , but when I call 444 it’s saying you can’t have a add on when there’s already one on , but when I check my balance it’s zero . So confused 

[Wowwow]

Having the same issue today, I spoke to someone on 333 only yo be told she has sent this to a technical team and will be resolved in 72 hrs!!! Absolute joke!!.

[Wowwow]

Data pack expired yesterday, topped up today and that was OK, went to convert to a data pack and wasn't able, rang 444 and it said I already have a pack, checked online and I haven't, so rang 333, 20mins later spoke to someone who said there's an issue on threes side!!! And now it'll be resolved in 72 hours!!! Come on three, your a phone operator, at least put a message on your website, looking at the posts I'm not the only one having these issues.

[Wowwow]

Well, so I rang and spoke to someone this morning and told within 72 hrs, I just received a text saying that a data pack has been removed from my account, checked via 444 and yep no active add ons were on it, so I went through the option to get a data pack and it worked fine, so if this is the process then u need to speak to CS and get them to resolve it how mine has, tbh it's not acceptable for some of you to be waiting how long you have, ring 333 and speak to someone, just be willing to hold for a long time.

[Hannah]

I tried 333 again and it still tells me I have an active add on running. I also spoke to someone and was told I'd just have to wait for it to be fixed and that I'd receive a phone call informing when it would be resolved, but they said that yesterday and I got no reply back. I dont relly have to time to phone back today I have work soon, but did you just speak to a regular advisor on 333? Did they contact you to say your account was fixed?

[Hogga99]

Mines said I already have a order so carnt buy a new data pack and it's been like that for over 2 weeks

[Hannah]

2 weeks is shocking, seems this has been an issue for them for a while now. Have you managed to speak to someone?

[Hannah]

I managed to speak to a person this morning about the exact same issue and they told me I have to "just wait for the issue to be fixed." I have college work, and actual work that I am a day behind on because of this exact issue, not even including the copious error messages I recieved at every turn on the app, website and 333. 

[ZubiDubi]

Guys, I cannot login to my account, it says "Something Went Wrong", Try again. I tried to call helpline but it says we are having technical issues and trying to resolve it. My autorenewal data package did not go through as it was due to tonight. Now I cannot have data and cannot login or talk to anyone.. I need data for work as a delivery driver. Any Ideas? digital assistant bot is of no use, takes me to automated web pages..! 

[JonathanB]

Hi @ZubiDubi, @MarkClayton,

I'm sorry to hear about these issues with your autorenewal. Our support teams are advising that they've identified and resolved an issue which sounds similar to this. Have you now received your data packs?

Thanks,
Jonathan

[MarkClayton]

Yes I have now received the data pack - Three took payment for the third time this morning, but I see they also refunded the first two payments that they took. However during the outage I was charged £3.49 in out of bundle charges - when are those going to be credited back?