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?

[wirral61]

Similar situation for me.  I've had a free for life 200mb per month for years via a 'Data with Legs' type SIM.  Credit was used on a 3-2-1 tariff basis.   

Couldn't log in recently to check my3 account.     Anyway, today the website advised that due to system changes I had to re-register my a/c as it didn't recognise my login.   Followed instructions, with mobile no. and new password.  It obviously recognised my (old a/c) details as my name appeared.  I'm shocked to find all but 21p of my PAYG credit has disappeared!   It seems since 12/9/23 (and possibly before)  I've been charged 35p per (under 1 mins) call,  (rather than expected 2 or 3p per call to enter a competition)  without any notice of a change in the tariff !!     I do have 2 screenshots of of my account  "data allowances"  and "total free data allowance" and credit balance @ 31/7/23 and 6/4/23.   35p per 1 mins. call is outrageous!

I'm  really annoyed at the lack of any communications from Three and will be contacting them to complain.  I'll follow this thread for any updates.  

[droid5555]

There seems to be some subterfuge going on carried out by three.

Data reward sim information, as posted earlier, is clearly still up on the three website and current.

Note: Customers who have registered already will continue to receive the 200MB every month for life and the following information is still applicable.

You can use your free data straight away and it lasts for 30 days. Each month, another 200MB of free data will be added automatically to your account.

We’ll always let you know when you're close to using up your data allowance. We'll send a text to your dongle or Mobile Wi-Fi to let you know. If you've got a tablet, you can use your My3 account to keep track of your remaining data.

I have noticed 2 of my 4 sims still have intermittent access to data and no unexpected use of credit. The sim I was forced to re-register by customer services no longer has data and I got a welcome to three message about this sim showing a new plan has been applied.

So I believe they are getting around their previous commitment by switching off data access temporarily or intermittently and then trying to trip you up to re-register and so surreptitiously change your plan with you being unaware of the consequences.

The 3-2-1 pricing is gone for good in the same way as they did with my old 321 payg sim.

I strongly recommend you don't re-register your data reward sim. There is no point as its you agreeing to new t&c.

[wirral61]

Hi, thanks for your response.  Subterfuge seems an appropriate term for Three's actions!

We complained about disappearing credit to a Three agent.  Got the standard response that everyone was notified by text and/or email in 2022  -  not true as we certainly were not contacted.  I know that calls were still being charged at 3p/minute until  approx. July this year - some actually cost 2p if less than 40 seconds. Conveniently, she couldn't see past a/c history since the Login re-register last week.   The Agent logged a complaint to another dept.

Three responded a few days later informing us they'd been ’unable to resolve the matter’ and simply closed the complaint!

Also, I  haven't knowingly re-registered my Data Reward SIM, just the My3 account - as far as I'm aware!

I've also checked my email history from Three and there's very little since 2018, certainly no notifications of any changes either to free data or 3-2-1 tariff removal. 

I have several photos of my a/c page (from a desktop PC) with credit balances and the long code reference ID for the 200mb data plan. My phone Calls Log confirms the few telephone nos. that I've called this year - lots of calls to 2 separate numbers.  Until July I'm certain the 3-2-1 tariff applied.

I intend taking the complaint further and wondered if anyone has had a positive result from Three.

[lenawilliams]

I'll also be interested to see how complaints are resolved (including my own one).

Given what I'm reading here in other posts I'm only really hoping for a refund of PAYG credit balance at most, based on the way they've actioned things in terms of the move from 321 rates to current PAYG rates (as if they claim they sent notifications back in 2022, presumably by text message given none of us have any emails on it, its underhand to silently move customers off 321 rates over a year after they claim to have notified us and thus silently depleting credit balances).

Worst case I'll just have to use a second SIM for calls and data, and leave the Three SIM as incoming calls only save for keeping it alive with a text every x months, as I still have over £10 credit on mine which I don't intend to just gift to Three to reward shoddy customer service! 😄

[Pleske]

If you transfer your number to a different network, apparently Three can refund your credit but I don't know how easy it is or how long it takes.  https://www.three.co.uk/support/switching/leave-three/more-information-about-leaving-three#:~:text=P... 

[pwalk]

It is possibly even more strange. Around the time it stopped working for me, when I was desperately trying to find information in my account about what's going on, I somehow ended up making an "order" for "MBB - SIM Only" at the cost of 0.00. I also got an email confirmation and "Welcome to Three" message. That was around the same time I noticed it not working and I chatted to CS at least twice. One thing I know for sure though, I definitely did not deliberately go into my account and make an order. At that time I simply ignored it and didn't make a connection to what's happening with the Data Reward Sim, now it's starting to make sense.

[tyw7]

Hi,

I complained and they gave me £10.

[pwalk]

That still doesn't address the issue, they just compensated you for used credit but thay are doing nothing to even address the situation.

[pwalk]

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@Baggers wrote:

While it's within their rights to remove the service

I guess it is, it's unclear. It might have breached the T&Cs especially with regards to lack of communication., but it certainly goes against what they had promised, the info is still up on their website.

[tyw7]

I have the same issue.  After the "re-registration" the offer stopped.  The agent I chatted with said they withdrew the offer.