PAYG calling, texting, and allowance issues

[JonathanB]

Update 22/05/2024

Hi everyone,

We're sorry for any disruption and inconvenience this issue has been causing over the past few days. Our team have been working hard on this, and the underlying issue should now be resolved.

For anyone who has been charged from top up credit when they had a pack or add on which would have otherwise covered the usage, the credit used should be restored automatically.

If you're still experiencing any difficulties using your service, please test if rebooting your phone restores normal services.

If the issues are still persisting, please let us know what you're experiencing in the replies, For example whether there's an issue with calls, texts, and/or data, and any error messages that you're seeing.

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Hi everyone,

We've been receiving reports of some PAYG customers being unable to make calls or send texts since yesterday. We're working to resolve this as soon as possible, and will provide updates on this thread. We'll move all related posts to this thread in order to keep things tidy, and so everyone can easily find any updates. Please refrain from creating multiple threads about this issue in the meantime. 

Thanks,
Jonathan

[Anonymous]

Your pic just shows up as a yellow triangle but I’m guessing there is an issue affecting payg customers because I’ve  seen a few posts like yours this evening and I’m sorry not to be more of a help to you. You’ll obviously need to contact customer service tomorrow if it’s not resolved.

Good luck.

[Holly128]

I have exactly the same problem! 

[TONI]

me too

[Holly128]

I have a data pack with unlimited calls and messages. Today I cannot make phone calls. It’s telling me I don’t have any credit. This is a rolling monthly £10 a month package. The money has gone and it’s not due again until June. Any ideas why it’s suddenly not allowing me to make my included calls?

I did top up £5 to see if that worked and it did but it’s now charging me 35p a minute per call and still not using my package.  

[DeeBee67]

Live chat yesterday to advise of same issue, was told there was an issue affecting some (not all) payg customers, unable to make calls as not enough credit !, was told I would receive text when issue sorted, still waiting. Btw we have 4 payg sims in house and 3 aren’t working🤬🤬🤬🤬

[Angel54]

Hi, this problem is only affecting payg customers. I spoke to 3 yesterday and they said they are working on it. You should get a text when it is sorted but couldn't give me any time scale 

[Noodles3]

No email for me, just no voice minutes..

[JGeorge]

Same with my wifes and my account as well. Both on rolling contract and renewal date is next month. But we've both been charged! They need to refund us what they've charged us.

On saturday I received an email saying "my order is on its way" when I actually didn't purchase anything from three. When I contacted 3 Cs, they asked me to ignore it as there was nothing in the order! Did anyone else face this issue? Or was it just me?

[An1]

Yes I've had the same message about an order which I never placed.

[Noodles3]

Same for me 😞