trouble into the 2nd day post 'System update'

[twofinedays]

2nd day after the recent system update, and I'm still facing issues.

Initially my data add on was gone on my balance, which forced me to top up because I needed to use the phone.

Last night I found the add-on date was back on my balance and naively assumed it was all sorted. Nope, by the late afternoon, I could not access to data any more, and when I checked my balance, they used up the top up instead of data add on. I still cannot use the data add on, and I fear to top up either because it will be used up in no time.

Who's going to compensate, 1. lost 3 days from my 30-day data add on and 2. 10 quid top up that was used up for the data use despite the 9 GB left on my add on?

It's frustrating.

[Cloudyhill]

How do you contact them? The link @JonathanB provided me link to the same online support page, which showed the following message when I started it:

“Sorry no operators are available at the moment. Please try again later.”

It did say their opening hours are:
8am-8pm (Monday to Friday) and 9am-6pm (Saturday and Sunday).

therefore I do not understand why there is still no one taking up request during office hours. @JonathanB  please advise if there is really a channel for reporting this issue.

[JonathanB]

Hi @Cloudyhill,

Sorry for the delay in picking this up. Inside their opening hours if you receive that message it does mean that they're all currently chatting with other customers. I appreciate your frustration, the team are busier than usual but if you refresh the page periodically you should be able to reach them if you check back occasionally.

We really appreciate your patience and perseverance.

Thanks,
Jonathan

[Cloudyhill]

Same thing happened to me too, my add-on was not able to use since the last one expired.  I didn’t want to top up as I worried that I would get into your situation (and it proved it did! They would use up the top up instead of the add-on part), no channel to reflect this issue and it does not seem there’s any communication from the operator on this either, this is very odd.

[Robnor456]

Confirmed just now that Top up is being used in preference to data add-on, according to Three I have 7.4GB left from an Add on that expires on 04/10/23 and yet had no data connection from lunchtime today, after topping up I had data connection but the top up is down by £5 already

[Robnor456]

I think the same thing has happened to me