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?

[ChrisAO]

IIRC May 2022 was when they withdrew the product to "new" customers.

@shawny you are probably getting those emails from a "bog-standard" (ill-informed) agent somewhere, instead of TALKING to a senior complaints manager!

Amazing how people make life difficult.

[shawny]

So based on this email, I asked for a refund in difference of prices that I have been charged,  and Three won't refund, thus deadlock letter requested...  

[ChrisAO]

Back on page 10, in my post I provided  a link to the Current Price Guide. Three seem to mess about with url's to some pages, here's the Price Guide page https://www.three.co.uk/terms-conditions/price-guides/latest-price-guides

Here's the link I posted which still seems to work if you copy and paste the url into a browser -

https://www.three.co.uk/content/dam/threedigital/terms-and-conditions/price-guides/latest-price-guid...

I did also comment that the Price Guide page was not very clear either, that's another point that can be used in any negotiation for compensation/gesture of good will.

and here is a link to the post

https://community.three.co.uk/t5/Network/Used-to-have-the-free-200M-data-sim-but-it-stopped-without-...

If you register your SIM/Account, the App will give you the information about Packs and Add-ons. There are no Calls & Texts included in the MBB Packs or Add-ons.

[NotMeAgain]

I've been continuously using one of these 200Mb sims since January 2021. They changed the T&C a while ago where you had to make a chargeable call or text every 6 months to keep it going. Despite keeping with this they recently stopped the monthly allowance without any email or text. A customer service rep was unable to register any email address to my phone number but they was able to add £10 credit from my debit card.
If I call 444 it won't tell me how much credit I have, instead it tries to connect me with customer services. 
After reading all the previous posts I think this is a very strange and unprofessional way to treat long term customers.

[ChrisAO]

When they changed the system in November, 444 doesn't give the Balance any more, most irritating! 

Did you try using the App to register an email address? Using the App is actually really convenient as you can access everything.  I had the same email address for my MBB SIM and a normal PAYG SIM and had to ring them to register one (I chose the MBB) with a new email address, which was done without a problem.

If you've not had any compensation/gesture of goodwill, ring 500 (office hours) and ask to speak to a Complaints Manager and go through all the issues as mentioned in previous posts.

[shawny]

As expected, they rejected by offer.

They haven't sent me a deadlock letter, but as the suggest I contact the ombudsman, I take that as their deadlock letter.

[albobski]

  The more people who go as far as the Ombudsman the better. It will not bring back our 200mb, but OFCOM may start to have a good hard look at the antics of Three...  

[ChrisAO]

Do you understand the difference between the Ombudsman and OFCOM? They are two totally different organisations, and I doubt very much that OFCOM would take a good hard look, they have more important things to do than worry about "Three" changing their Ts&Cs which the Ombudsman has already said they are perfectly entitled to do. It's totally debateable as to whether going to the Ombudsman will make any difference if you can negotiate a decent settlement without that hassle, and I'm speaking from experience!

[albobski]

I had a hassle free experience from the Ombudsman - They intervened and instead of a miserable £5.00 Three offered me £50.00 (which I accepted..)

[ChrisAO]

I'm so glad.

However, you've completely missed the point! Never mind.