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

[MHassan]

I am experiencing unexpected charges for calls made within the same network, despite having an active package that includes unlimited voice calls. This is causing a rapid depletion of my credit balance. The customer service representatives I have spoken to through the Three Chat support channel do not seem to comprehend the issue and repeatedly request that I rephrase my concern. I would like to know where I can find information about these charges and how to resolve this matter.

[BabsBrian]

Where are the updates? Still not working and apparently three have no idea of when this will be fixed…

[peterb0959]

It's still an issue, We. (myself and my wife) unable to make any outgoing calls, despite being. on 'unlimited' voice / texts, this occurred yesterday and is ongoing.

[MHassan]

We are experiencing a similar problem. Although we have the package to make unlimited calls. When we top up the credit to make phone calls, the charges for calls within the same network are excessively high. 

[vmys]

I had the same problem, try restarting your phone. Restarting worked for me.

[Pauline]

Thanks but hasn't worked for me ☹️ this is very annoying 

[Pauline]

I haven't been able to call for 5 days since the new update installed on my phone is there a way to uninstall ? been in touch with three, and was advised a couple more days i was advised this 3 days ago, however the advisor in the chat advised me that i can take my number to another provider free of charge ! which was very helpful so think i might just do that

[Remiu]

This morning my unlimited minutes just vanished even though I have an unlimited data pack active 

[Natalie5]

My data pack auto renewed two days ago, although I have the data, the unlimited calls/texts haven't topped up. Tried live chat but that didn't work as it kept saying it didn't understand my problem. Tried calling but no option to speak to anyone so only option was to ask for a call back which can apparently take up to 72 hours. Very frustrated!

[Pauline]

If you select option thinking about leaving you will get a person, i got through on the live chat only under complaint - spoke to some one which wasn't helpful, the team are aware of the issue and just to wait - i have been waiting 5 days now