Data Pack finished at 8:30am, but couldnt buy new pack until the next day

[RunnerGirl]

As a new customer, I transferred my number from my old network to 3, then bought the PAYG 40GB a month one time data pack last month.

Yesterday morning, I got a message to say I had no internet because I'd supposedly run out of data. I hadn't. There was still over 25GB left on the pack, yet I wasn't able to buy a new pack until gone 23:59 because it was still "Active". So, I topped up by £10 and tested this, but still wasnt able to buy a new data pack. I sent a text to one of my contacts and was charged 15p per text.

So how does this work then? The data pack wasn't actually active, yet I wasn't able to buy a new one because my account says it was? I'm a bit miffed to be honest about being robbed of effectively another day of usage from  the data pack.

Anyone had this before and can they explain why this is please?

Thanks.

[MichaelP]

Hi there @RunnerGirl,

Just touching base with you here, and I can see we didn't hear back. 

Were you able to pop through to Customer Services for us to check your account and support further with the data pack issues you were having?

Thanks,
Michael

[JadeF · Accepted solution]

Hey @RunnerGirl 

Welcome to the Three Community page.

Data Packs last 1 calendar month and you'd then need to wait for it to expire before you can get a new one. You've mentioned that you had data left though, so something doesn't sound quite right here. 

If you pop through to chat with the team here, they'll be able to access your account to check what has gone on. 

Thanks, Jade.