Added credit but unable to add a data pack

[Jeff2025]

Hello,

I got a Three Pay As You Go plan on July 15th and ported my number. When I first got the account, I was told a Direct Debit would take from my account and this would fund the account. This never happened.

So after being without phone services, I added a £10 top up to my account yesterday through chat because that's what one of your agents said I should do. However, it failed to show up in my account. He asked me to add it again despite it being charged to my card. After I pushed back, he manually added the top up but said he was struggling to convert it into a data pack.

He asked me try again in a week, after I pushed back asked me try again today. The issue repeated today and now I'm told to "try again in a few days" and your team have reiterated there is no resolution time for this issue.

Now, despite paying £10, I am unable to use my phone. Your team cannot seem to give me a timeframe.

What should I do to actually get services on my phone?

[JonathanB]

Hi @Jeff2025,

Sorry to hear you're having trouble with accessing your services.

Good ideas and questions @jr0, it does seem very unlikely to be a porting or network problem based on this.

How did the last conversation with the support teams end? It sounds to me reading between the lines that there's been an issue with applying your balance/pack, as you can essentially do anything free like receive calls and messages, but outgoing calls and data are failing to connect.

I would have expected the issue to be escalated to our service desks to either force the pack to be applied, or cancel the order so that it could be ran again. When they said to try again later was there an indication it had been passed to a tech team?

Thanks,
Jonathan

[Jeff2025]

@JonathanB, what do you suggest I do? It's been nearly a week with no access to data/calling capabilities and customer service are useless with many agents not even understanding the issue and encouraging me to top up by paying £10 more...or switch to Pay Monthly.

Is there a way to escalate this or ensure the technical teams are looking at it?

[JonathanB]

Hi @Jeff2025,

I'll send you a PM to get you in touch with some colleagues who can escalate this for you. They'll do their best to sort out the underlying issue or get you a refund.

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

[Jeff2025]

I've checked again today. There is no timeline for resolution despite spending nearly 1.5 hours with them. All the agents want me to do is pay again (!!!) or switch to a Pay Monthly which is more expensive. There apparently is no way for Three to contact me telling me the issue is resolved so it seems like I just have to contact them every day, explain everything and spend about an hour at least trying to resolve this.

Can I get the £10 I paid back as a refund to my card? I'm sure you can imagine how frustrating it is to pay for something and not have access to any phone services for days

[Jeff2025]

Honestly, they weren't very clear as to what they were doing and just asked me to try again despite me pushing for a resolution. If it were passed to a tech team, how long could it take? Would someone contact me to tell me it was resolved?

They definitely did not cancel the order as the charge is still on my card...

[jr0]

sorry to ask, but are you able to do calls and SMS (inbound and outbound)? and is just cellular data not working?

[Jeff2025]

Can't do calls either - it says my account balance is too low. SMS inbound seems to work (at least from Three).

[jr0]

can you test a call to your "ported" number and sms to your ported number? from a different network, this is to rule out portability issues

[Jeff2025]

Calls go through to my ported number from a different network - already tried. SMS too.