Could not use data once data allowance reached

[jambon]

Hi

I have a 4GB data plan on my account which I don't think I've ever reached before until this past month. Once I hit the 4GB, I didn't seem to be able to use data over 4G - all of my apps were telling me I was not connected to the internet. This happened more than once in different areas.

My monthly data package reset today and everything is back to normal, so that is the only reason I can pinpoint. I don't have a spending cap in place - my account says my cap is unlimited. I just presumed that once I went over my data allowance I was charged for any data I used, rather than not being able to use any at all?

[MichaelP]

Hi there @jambon,

If you use up your data allowance on a Pay Monthly agreement, you'd be charged for each MB above the allowance (unless you purchase an add-on).

Your Three account also has a credit limit as well as the spend cap. The credit limit will take into account all charges including any outstanding bills, so it may be that this needs to also be checked.

The credit limit is usually set higher, but it may still be helpful to confirm this.

The credit limit can't be managed through self-serve, and can only be managed with the support team.

I can see that you had intended to chat with Customer Services about this. Were you able to do so just yet? If so, was clarity given over why you couldn't use your services once your data allowance was reached?

Thanks,
Michael

[jambon]

Managed to get through to customer services, but they couldn't see why there was an issue. Which doesn't fill me with a lot of confidence if it happens again...!

[Paddiewack]

To be honest I thought like you that you got texts warning you when you were approaching and at your limit and like you I thought you’d be charged for any out of bundle usage. I have unlimited data so I’ve not been in your position and so can’t speak authoritatively But if you don’t have a spend cap then I’d suggest checking with customer service to ensure all is well and that it doesn’t happen again. 

[jambon]

Yeah, exactly. I've often had the warning texts about being at 80% usage etc, but that's usually within a day or so of it resetting. So it's not something that has even been an issue before. I'll check with customer service but thought I'd ask here first in case I was being stupid and missed something. Ta!

[Paddiewack]

You’re absolutely not being stupid!