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?

[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.

[UKZiggy]

They wont send a deadlock letter unless you specifically ask for one.
Call them up and explain what has happened so far, then state "As we have been unable to resolve this situation we have clearly reached an impasse, I therefore need a letter of deadlock.".
They have to give one if they have no more offers for you to consider.
Simply say, you require they offer a solution or a letter of deadlock, their choice."

It really is that easy.

[UKZiggy]

Final update.
We have now agreed a financial settlement on all 3 accounts.
As before all 3 executive office representatives have confirmed the 200mb "free" data sim no longer exists and will not be reinstated.

We have agreed 3 settlements of £170 comprising 2x£60 & 1x£50, I could have pushed for the extra £10 but it really was not worth any further effort.

[shawny]

Another attempt with raising the complaint with Three without them closing it automatically.....

I refused the goodwill gesture and await their response to my request of deadlock letter to escalate to ombudsman.

Below is the response I rejected

Dear Shaun,

Thank you for contacting Three.

I understand you're not happy as we have stopped offering 200MB free data on Mobile Broadband pay as you go sim cards.

Shaun, it was a business decision that from  From 23 May 2022 we removed the 200MB free offer,

Our customers can now use data at the cost of 1p per MB, and if our customers are using calls and text functionality, then they will be charged 2p per text and 3p per min for calls.

I realize you're not happy with these changes, however since this is a business decision, unfortunately its not possible for us to reverse it.

To resolve this issue as a goodwill gesture, we can offer you a credit of £5.00 to your pay as you go account.

If you’re happy to accept the above as full and final resolution to your complaint, please confirm by reply within 28 days. If we don’t hear from you within 28 days, we’ll close the complaint as resolved.

In case if you have any questions or if you prefer to speak to us directly then, please call us on 0800 033 8013.

You can find out more about our complaints procedure in our Customer Complaints Code here.
https://www.three.co.uk/terms-conditions/code-of-practice/customer-complaints-code

Kind Regards,
Shashank Divekar
Customer Relations Team
Three UK