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

[Ngaira]

In exactly the same boat. 

[Bill33]

Same with me.I dont understand how they mess up like that.I contacted the chat,they say its an known to them problem after an update they run but he did not give a clear answer if the credit will be refund. And just like that i cant make any phone calls.Shame on you 3 .

[Bella]

Hey guys, I have experienced the exact same issue with my auto renew data pack. Charged me 20 quid last week and suddenly call making dropped today noon. I contacted them and the rep advised there is a common outage with no time frame so in a nutshell we don’t know for how long this will last. They mentioned technical team are looking into it. I am not sure whether it is a technical issue or is it to do with the phasing out of 3G. My handset is IPhone 13 mini. I would welcome some help on checking whether my phone is 4G enabled on settings as I checked on website and there was a tick next to V something which is a requirement to support the call making/receiving.
Best,
Bella

[Anonymous]

Yes there is clearly an issue affecting payg customers (which I know is no help to you) and you’ll need to contact customer service tomorrow. In the meantime take the other reply literally and don’t top up any more until you’ve spoken to them. 

[Pauline]

I have contacted customer service and was told I will get a text when issue is fixed, no timescale given either.

[Steve4ley]

They told me the same yesterday!

[peterb0959]

Hi, This is also happening to both me and my wife today - exactly the same issue as you have, saying. no credit, but we have unlimited calling and we are also on £10 / month and it  is showing as all ok and not due to renew until June 4 , so the problem is at three's end... Will be calling them first thing on Monday morning as this is a total mess. I suggest not paying them any more money . Pete

[Holly128]

So frustrating isn’t it. If you manage to get a solution from three can you let me know and I will do the same? Thanks 

[Weeaud]

I would like to find a solution as well . This is a joke people paying for a service they are not getting. This happened a few years ago and took them nearly 3 days to get fixed.. 

[Apryl92]

Can't send any text messages comes up with error 38. Can receive them. Can also receive and make phone calls just can't send a text. What is going on?