PAYG data pack

[soulou]

I am trying to buy a £10 data pack on PAYG.  I had an autorenew set up previously but forgot to top up my account so it cancelled.  When I go to the basket to pay it seems to be giving me a new sim.  I don't want a new sim.  I just want to add the pack to my existing sim, the same as I always have.  If I continue towards payment it tells me I have no balance but I have (I just topped it up and it is showing on my account).  Is it treating it as if it was a new account/new sim?  How can I just add a data pack without it giving me a new sim?

[PeteG]

Hello there.

It's unclear if there is a new SIM involved here, but generally there shouldn't be when topping up, or purchasing data packs. It's possible that you're going through the process of ordering a new SIM instead. In order to ensure you credit is on the account as expected, and you're buying the pack correctly, we'd recommend reaching out to the Support Team where everything can be double checked. 

Pete. 

[soulou]

Thanks for replying.  I managed to get the data pack by dialling 444 but I don't seem to be able to get one through the app.  I wasn't ordering a new SIM. The menu was just for data packs.  It was only when I went to the basket that I saw that the new SIM was included.  Never mind.  I will just have to get it through 444 in future.

[JonathanB]

Hi @soulou,

To my understanding when you're logged in on the Three App to a PAYG account, there should be a "buy" tab near the bottom of the page. Are there no options for Data Packs there?

Thanks,
Jonathan

[soulou]

I was on the website on my laptop when trying to get the data pack, not the app on my phone.  There are certainly data packs on the app but I can't check whether it will add a new sim now, as I have since purchased the pack via 444, so it won't let me get that far on the app.  I will check next month when I get the next one.  Do you think it was trying to add a SIM because I was doing it on my laptop rather than my phone?  I have been buying data packs via my laptop for years without this issue.

[JonathanB]

Possibly the route you've taken may have redirected you to order a new SIM. Let us know if you run into the same issue next time, and which web page e.g. I know that when you click to buy a pack on this page it creates an order for a new SIM: https://www.three.co.uk/pay-as-you-go/payg-data-packs

But if you were logged in to your account on the My3 section of the site, I'm sure this should have added a pack to the number you were logged into.

Thanks,
Jonathan

[soulou]

Thanks a lot Jonathan.  I was logged into the My3 account with my credit balance showing at the top so I am not sure why it tried to give me a new SIM. When I moved onto the payment screen it gave me the option to pay by card or use my credit balance, but showed my credit balance as zero even though I had plenty of credit to buy the pack.  It's not a big deal if I am able to buy the pack via 444 but out of curiosity I will have another go next month and see what happens.

Thanks again.

Soulou