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 

[JonathanB]

Hi @MarkClayton,

I'm sorry to hear that you've incurred charges from your credit whilst waiting for this to be resolved. I'd recommend to get in touch here, and the team should be able to check into this further for you.

Thanks,
Jonathan

[MarkClayton]

Two hours after their first attempt at the auto-renew, Three charged my debit card for another £10, and sent me the same text again as above about the payment not going through. So now they have taken £20 from my bank account and still no service.

[MarkClayton]

It’s the same with all PAYG Data Pack users, like me. I got a text that says:

“

Hi there,

There's been a problem, and the payment for your 10GB Data Pack Auto-renew with 5GB Free Data Auto-renewal hasn't gone through.

We'll try again tomorrow. But until then, if you continue to use data, you may be charged at out-of-allowance rates.”

When I check my banking app, I can actually see the pending Data Pack charge from Three, so who knows what planet they are on.

[Hannah]

Was unable to access my account on the My3 app for almost 3 weeks now. My data pack ran out this morning and I tried to put a new one on and 333 informed me that there were difficulties and to try again later. I tried using the internet but was met with error message after error message. Spoke to the call center and was informed even they couldnt access the account to put my voucher on and buy the data pack. I was told I'd receive a phone call when the systems were fixed and currently 8 hours later I still have not had a phone call. I still have no internet. I managed to sign into my account on the internet and the app, but recieved another error message when I tried to check out with the £35 data pack online, and I am unable to even find the data pack I want on the app. I phoned 333 in hopes of using my credit to buy the data pack there and was informed the call center closed but can still use it to self-service, where I was then told I still have a data pack running and cant buy another, yet I still have no phone internet because my pack ran out yesterday and I can now no longer contact help at 3 network.

[JonathanB]

Hi everyone,

We're sorry to hear you've been experiencing these issues. 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, or been able to go ahead and reorder these?

Thanks,
Jonathan

[Stress3]

3 reasons to leave 3  no1  terrible customer support no2  this is a communication company my big toe, I can communicate better with my nanns who was deaf and passed 10yrs ago.. No3 they don't give a %+? £

[Hannah]

Three good points, shame they dont actually take into account the things being said in this community, considering it was made so our issues could be listened too

[Stress3]

Bet you get no hassle when initially buying there products, and plus what communication company gives you a help /issues number But you can't ring it off your 3 network you have to use another network or land-line... Now that is mind boggling, and which ever High paid boffin /think tank, came up with that  idea should be sacked on the spot I say totally defies communication logic in my eyes 

[Hannah]

100%. No calls, texts or internet but I have been bombarded with advertisements for their new phones and monthly plans and sims no problems whatsoever. Plus the level of technical gymnastics I had to do just to speak to a person this morning was olympic level, only to be told "nothing they can do. Have to just wait."

[Hogga99]

Totally agree