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

[Lukehutton]

Ring 3 at 9 o clock to day my add ons still not working they said they don't no how long this is going to take its not on really 

[Icemi123]

Same here, just on a live chat with them and they say it's a technical fault and they are still working on it. I've asked them about discounts or compensation but they said they cannot confirm that until issue is resolved. We are are paying for a service we are not receiving so surely are entitled to be compensated as the issue is theirs

[Noodles3]

Same for me 😞

[TarkU5]

Also getting the same problem and unable to send texts too. Data is working and that is all. My wife and son also unable to use phone calls or messages but for some reason my other sons phone is fine. I contacted Three yesterday and was just told they are aware and looking into it but that was it, and they hung up on me. So sick of this network, never had these issues on any other network.

[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]

No email for me, just no voice minutes..

[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 

[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🤬🤬🤬🤬

[peterb0959]

I am on the pay as you go sim, i have  unlimited voice and 12gb data - i cannot today make any outgoing calls, the system says my balance is too low - but i checked the allowances on teh plan and it cleearly says "unlimited"

I have attached the screenshot... What is going on, couldnt get through to talk or chat to anyone, what am i paying  for?

It's a Sunday (obviously custmers arent too important to 3. HAve to now wait until tomorrow morning, in the meantime no outbound calling. and we just cheked, my wife has exactly the same problem, cant make outgoing calls or texts as it also says her balance is too low.. she also has unlimitec uk calls & texts, what a total shambles.