Used to have the free 200M data sim but it stopped without notification?

[pwalk]

For the last couple of years, I've had an active free 200MB monthly data sim.
Recently after the online account and app has been updated, I couldn't see my allowance or refresh date. The SIM continued working fine (data and incoming calls as well).

I chatted to support and the agent appeared a bit clueless and claiming this has stopped. I didn't see how this could have been stopped since it was working fine and I haven't heard anything about it from Three. When I confirmed that I can still use data on it (while roaming as well, as it used to), the agent's reply was basically "that's great".

After coming off the chat, it has suddenly stopped.
Now, I understand that the service might have stopped and it was a free service, but to cut it off just like that, without notification and after chatting to support who didn't appear to know abut it, is strange to say the least. For all purposes, this was a normal working SIM from Three, albeit for data only. I'm sure something's wrong here?

[droid5555]

I'm pretty sure t&cs and marketing clearly stated 200mb every month FOR LIFE

Stopped working on Sunday while driving on M62, google maps suddenly reported no online data. Can't even check balance now, seems my £8 on 2 sims has been stolen by three.

These sims were registered years ago and I no longer have access to the email addresses I used back then. t&c supposed to txt me when data or balance running low. No txt received.

[droid5555]

Had a very lengthy conversation with customer services. They are adamant that everyone with a Data Reward Sim has been informed of the changes over the last 3 months - not true.

Adamant that Three can do these changes as they see fit and they are not breaking any contractual obligations or terms and conditions. Not true. When I asked when "for life" and "for ever" had been redifined to mean until last week I got the Three is very big and can never be wrong spiel.

Best I could get was a £10 credit for £8 they stole. Which is only 100mb

No reaction at all when mentioned OFCOM and Ombudsman.

I hope someone has the patience to take this up with someone.

Looking at alternatives. Three is toast in my house (4 sims)

[pwalk]

I'm not one for writing lengthy complaints but I think this warrants a complaint to Ofcom and/or an official complaint to Three, as it seems to me a clear case of breach of T&Cs. Unless Three are willing to update us and clarify the situation.

[lenawilliams]

I think formal complaint to Three is the way forward given customer services don't seem to be able to do much (some seem to have got lucky somehow getting some sort of allowance back, but even then it is unclear exactly what they are getting and how long it will last).

My complaint is in, as at the very least I want something in writing via complaints to say they will refund the PAYG credit balance on leaving Three (as their official T&Cs say they don't do that for PAYG, which will override anything in the PAC texts).

[pwalk]

I am mulling over opening a case with the communications ombudsman.

[moe922]

I've registered just to reply.

@JonathanB @JohnM 

I am appalled at the way 3 have treated its customers. I too am looking for a resolution to this. Please tag me into any updates. 

[andrewbarrett83]

Does anyone know if I don't re-register do I still have my 200mb free data allowance and 321 plan? I've got credit on the SIM but obviously can't check anything online. Thanks

[DwvidIT]

I didn't have to reregister, but still lost my allowance. Battled with Three Agents and customer support who were hopeless, confused, contradicting themselves constantly, and finally offered me nothing, and hoped I would accept this as full and final settlement of my complaint with them!

Thanks for nothing

[Pleske]

I don't know for sure, however you get one off 100mb free data starter pack when they switch you to the new plan which seems to be misleading a lot of people into thinking they still have their 200mb data when in reality their using the one off 100mb allowance instead.

My experience is that a support agent was able to see my data allowance after I re-registered my account and they confirmed I had only 80mb allowance remaining when I had not used any data after re-registering my account. This leads me to believe that I had already been switched over prior to re-registering my account for that data to be used.

Also, I should warn you that the new plan does not send you any warning texts when your 100mb allowance has been used up and just instantly uses your credit. 10p per mb drains credit really fast, £10 gone just for 100mb of data!

I would therefore advise to avoid using this sim until the situation is clarified.

[andrewbarrett83]

Thanks. I've just arrived in Portugal and my welcome text advised I'd be charged my usual 10p per mb so it looks that way. Very poor show from Three to just change our plan unannounced. If not illegal then highly unethical.