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?

[UKZiggy]

I have raised 3 cases with the Ombudsman today, I will report on progress.

[UKZiggy]

Update, All three cases accepted by the Ombudsman and assigned caseworkers.
There will now be no further updates for the next 2-3 weeks, while the process concludes.

[ChrisAO]

@UKZiggy Well good luck there. I note someone said that the ombudsman remarked some complaints may not get very far. I'd guess the least you could/should expect is some credit to replace any you inadvertently used when not realising you no longer had the free 200MB and perhaps a gesture of goodwill which might be a data pack and/or credit.

@droid5555 As I remarked in the other thread, some of your comments aren't quite accurate. You'll get more than 100MB data for £10 if you get a data pack, but it is only 1GB for 30days on MBB. You commented about  not re-registering since the change, that will make absolutely no difference whatsoever except that you won't be able to access your account, and so most importantly see what credit you may have. Nor would you be able to buy Data Packs/Add-ons if you chose. Also someone posted that they did not incur any roaming charge when they went to NY.

As has been posted in this thread, the information stated by Three regarding the free 200MB is that they can withdraw it at any time which is clearly what they've done. They have however made an absolute Customer Service balls up by not correctly telling people about the changes when they took place in the 2nd week of November.

My advice to anyone who hasn't already spoken to 3 Customer Service/Complaints is to ring them up and do so and politely complain about the loss of credit when you were caught out by not being advised etc. etc and negotiate some compensation. Several people have done this and got credit and data packs, as did I.

I note that the "3" Reps here haven't come back with a definitive response but I can say that I had a lengthy conversation with a senior complaints manager before Christmas and the Free 200MB has definitely gone, it is no longer on the system, and it was not being reviewed. However, "3" might choose to add/replace it with something in the future no doubt taking into account the complaints etc that they've had. Note the use of the word "might".

The latest Price Guide - not done until the 5th Jan. seems to be this -  https://www.three.co.uk/content/dam/threedigital/terms-and-conditions/price-guides/latest-price-guid...

Various comparisons have been made in some places about the data Pack sizes on MBB vs ordinary Voice PAYG where the latter are better value for money but I was told that the MBB connects to different servers, so my interpretation was that MBB will get higher priority when there's some congestion, whether there's also any relevance to 5G I don't know. Obviously that all remains to be seen.

I also have a Voice PAYG. I've noted that the Data packs there have some auto-renew options I didn't spot mentioned in the Price Guide. Also note the MBB data packs don't include minutes and texts (although I haven't double checked by sending a text yet!) AND for both, there's now a 180day chargeable event or top-up requirement!

[UKZiggy]

They said that 3 can change the T&Cs when they like and have that written it the T&Cs as a "right to withdraw", they were more interested that 3 had not communicated out the changes as they have to do that.
My understanding is an ombudsman investigations costs the £500, if they are happy to pay £1,500 for my three complains instead of giving me 200mb...... well it's the choice they made.

[ChrisAO]

Yes, the lack of notifying the changes is the thing they need to be clobbered for and made to reimburse any lost credit as a result of using data without knowing about the change.

They were never going to reinstate/give you back 200MB per month when they'd withdrawn the product, otherwise they'd have to do that for everyone that had it, and my guess is that would cost them a lot more than the £1500 for your 3 complaints (plus a few others that may have done similar).

These things are obviously "commercial" decisions and were no doubt taken knowing that there would be some churn etc as a consequence.

What they were incompetent at was notifying people and updating documentation (Price Guide etc) when the changes took place.

[Craiggor]

My 200mb stopped early march 2024 I have had the sim since 2019.  Rang customer service today, they said the offer has been removed.Was offered £10 which I declined. Getting a call back off a complaints manager in the morning.

[UKZiggy]

You are not going to get the 300mb back so you need to think about what you want to compensate any losses if £10 is not acceptable.

You will almost certainly be asked what you are looking for and if you are unable to reach a settlement, make sure you ask for a letter of deadlock, the letter just says you have been unable to reach a resolution and this letter is needed to open a Ombudsman case, if that is the route you intend to take. Without the letter you have to wait 8 weeks before requesting an Ombudsman investigation.
If you cant reach a resolution and their investigation is complete, then they have to provide a letter of deadlock if requested.

[Craiggor]

Thanks for the reply Ziggy. I will ask for the letter of deadlock. 

[ChrisAO]

Assuming you can't reach an acceptable settlement. The 200 MB is not going to reappear for those of us that have lost it. Something else MIGHT appear in the future but not necessarily something automatically given to those of us now without the 200MB.

[Craiggor]

Just had a call from a complaints manager. He said he hadn’t heard about the problem before. I told him about this thread. He has logged a complaint and said he will get back to me. He said he wants to get this sorted to make every one on the thread happy and he understands I don’t want the offer made to me and I just want my 200mb back.