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PAYG calling, texting, and allowance issues

JonathanB
Community Moderator
Community Moderator

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.


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



Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.


230 REPLIES 230
Char1
Fledgling

Mine worked for an hour about 6pm this evening and then stopped working again. We have 3 phones all using 3 network and all unable to use the service. 2 are my children which rely on their phones to contact me incase of emergency absolute joke that it's been 2 days without receiving the service Iv paid for ! Not even a txt message from them to inform us of that they are aware of the issue or an update. Had to come to here to see fpr myself if it was a known issue

Derko
Fledgling

So when is this getting fixed!?  Absolutely ridiculous that I haven’t been able to make calls for 2 x days.  How about sn update???

CRTinScotland
Fledgling

Hi. I went in to talk with a 3 tech fellow in Glasgow today. Tremendously helpful! Unfortunately I'm from Canada and have had a major issue staying in contact with friends and family. Especially a distant family member here in Scotland that is helping my wife track down an ancestor from the 1880's......

TarkU5
Regular

It has been 2 days now, still not fixed. This is not good enough.

Deborah1965
Fledgling

Any idea when this will be sorted? 

ciarablack
Regular

In my latest conversation with customer support, they advised they are confident it will be sorted in the next few hours … I will be asking for my pac number as soon as it is. Already sent a complaint to the ombudsman 

peterb0959
Regular

Looks like 3 have finally fixed it, so I lost all day yesteray anf  today up until 6pm.... expecting them to add 2 days  to the package or at least some compensation 

TarkU5
Regular

Mine worked for an hour then stopped working again.

ciarablack
Regular

Same here, rapidly running out of credit and can't top up. Customer services wont say how long it's going to take - "I am sorry I am not able to quote any time frame as it is not a planned outage, however I can assure you that team is working to fix the issue as soon as we can."

 

Raberto
Regular

Can't login to the app or web either and I need to buy a top up.