on 09-29-2024 05:54 PM
Hi,
I have a PAYG SIM and a monthly 10GB data pack (my sim is about 10 years old and I've had the data pack for almost a year). I'm currently in Finland. I had data without any issues this whole week, on Friday I got the message that my data pack got successfully renewed (as expected) and my balance is £1.93. All was well until Sunday morning when my data roaming stopped working and my balance shows 0 (despite the fact that I can only see 8 pennies worth of charges who knows why). Calls are working. I tried restarting, manual network selection. I don't have the option to change my Spend cap and the live chat was very unhelpful.
Any help would be appreciated.
Solved! Go to Solution.
on 10-02-2024 02:16 PM
In the end, I just bought an eSIM. It was actually cheaper than my Data Pack and it's working. I hope Three had been enjoying my monthly payments while it lasted.
on 10-06-2024 06:54 PM
Same problem, though in my case I had £10 credit ‘just in case.’ My roaming data charges are being taken out of this credit, rather than my normal data. I have tried Chat, and called, submitted Complaint forms, and had a Technical investigation closed , all to no avail. I am nowhere near the 12gb limit. Clearly, Three has a problem with the September PAYG/Roaming update, and is in denial about his problem.
on 09-30-2024 03:18 PM
With my usage, I highly doubt that. My total roaming usage was less than 5 GB this past entire year according to my phone...
on 10-01-2024 04:03 PM
Hey there,
Thanks for getting back to us.
I'd recommend having a chat with our Customer Service team over live chat, they'll be able to check out your usage and identify the reason behind the lack of data.
Thanks,
Kate
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
on 10-01-2024 11:59 PM
I contacted them, when I asked how much I had used they said they couldn't tell me / didn't answer my question. I will not have used 12gb in the past month abroad. I was passed between tech support and customer services. After over 1.5 hours of time wasted I gave up - still no internet.
on 10-02-2024 09:28 AM
Same experience except 2.5 hours! on live chat with them yesterday with four separate people, on two separate streams as the first disconnected me when I was away for 2 mins trying to implement one of their suggestions which involved disconnecting from all connections.
Complete joke and just a swerve of responsibility as mentioned by akarsa - clearly aware it's a known issue and instead of acknowledging, prefer to waste customer time repeating suggestions already attempted. Explicitly told them on each occasion to refer to previous transcripts so I didn't have to jump through same hoops repeatedly, and made it clear the issue appeared to be common having been on this forum.
Complete incompetence
on 09-29-2024 11:13 PM
I have the exact same issue. I am aboard and my data pack renewed yesterday and now my internet won't work. I tried to contact the live chat function - but they seem to think it's a phone issue. But I don't think it is as it worked right before the new pay monthly data pack renewed.
on 09-30-2024 05:45 AM
I think their system is super buggy. Sometimes it shows my 1.85 credit in the app (I took a screenshot now), sometimes it goes back to 0. The app just sent me a feedback form for topping up even though I didn't top up. A few years back, I got a new customer feedback form when I had been at three for years. I feel sorry for whoever has to maintain this thing.
