Can't access Skype on my INQ1 / Texter

lesley1966

I can't access Skype on my INQ - I'm getting a message saying "Sorry, you've not been given access to this service".

I called the 3 helpline, bless 'em, and they said Skype is part of the internet Max add on () and therefore I couldn't access it until my new tariff starts at the end of my old contract. I pointed out that my new tariff started after my last bill, so if all other aspects of the tariff are in place, why not the Skype bit? She was adamant that it wouldn't start until then (April) and wouldn't discuss, and wouldn't pass me over to a supervisor. :mad:

I've just check the 3 website which says:
What does it cost?

It's free for all customers.If you're on Pay As You Go just Top up your phone regularly to keep using Skype. Fair Use policy and conditions apply for Pay Monthly or Pay As You Go General Information customers. Skype Credit must be bought from Skype.com to Call Phones Abroad.

I don't think Skype has anything to do with internet add-ons!

Anyone got any thoughts/insight or tips as to what to do next? I've tried the Glasgow call centre on another issue, but couldn't get to speak to them unless I had a reference number.

Cheers

Lesley

philnicandamy

Not been able to access skype for 3 days now on my Skypephone S2...just keep getting a "cannot connect" message.....phoned the helpline & they inform me the phone may not be compatible....:rotfl:

anonymousie

Have you tried just callling again to speak to someone different? Looks like that works sometime!

Sykpe is free on all contracts and even on P+G for 90 days (IIRC) after a P+G top up so what she said is , well, not right!

lesley1966

anonymousie wrote: »

Have you tried just callling again to speak to someone different? Looks like that works sometime!

Sykpe is free on all contracts and even on P+G for 90 days (IIRC) after a P+G top up so what she said is , well, not right!

Good idea. I called back and tried billing this time (rather than technical). The operator confirmed that Skype to Skype is free on all contracts. He then put me through to technical to sort the problem out. They said that Skype isn't free on texter plans unless you have an appropriate add on. My old mix and match tariff included Skype but texter doesn't. My old mix and match tariff has been replaced by my next texter tariff, and the unlimited texts add on has started, but the internet Max add on won't start until my old contract has finished. Therefore Skype isn't free unless I buy an extra add on to tide me over.

This all seems like complete nonsense. One person tells me one thing and another tells me something else. And that second one is not backed up by their website.

Plus, I was told in the shop when I upgraded that the whole new tariff wouldn't kick in until April when my old contract finishes - but then another 3 shop told me that the new tariff would kick in straight after my next bill payment (which is has).

I don't know who to believe, and it all seems to be a scam to get me to either buy extra add ons or accidently spend minutes that I believe I have but don't.

I wish there was someone I could speak to who I could trust knew what they were talking about (even if they told me I was wrong!).

Lesley

zenmaster

I had a similar problem with my daughter's INQ1.

With one month to go before contract end they applied the new tariff, new minutes (less) and new texts (more) immediately but told me that the internet part would not be activated until the old contract finished.

I asked if I could apply the internet add on for the month and was told no as I had already got an internet add on that was not activated and it wasn't possible to have 2 at the same time.

I was not overly impressed as I was paying standard rate (expensive) internet charges for MSN and Facebook access which we could not prevent as there is no way to turn them off.

However, since they had already reduced the line rental to £15 the final bill at the end of the contract was only a couple of quid more than if I had added the internet bundle, so not too bad.

Strange way of doing things though.

The new deal has now kicked in and seems to be working although I have noticed some small extra charges (60p) appearing. I think it might be MMS but don't really know as My3 does not give details, just the amount.

Dime_Bar

zenmaster wrote: »

.......

I was not overly impressed as I was paying standard rate (expensive) internet charges for MSN and Facebook access which we could not prevent as there is no way to turn them off...........

Just for info if you sign out of msn\facebook they do not use any data, and therefore will not cost anything.

ladybolan

I'm having the same problem - I try the test call and get the message 'You have not been given access to this service' or smthg...

Anyway I called them up there now, placed on hold at least twice for ages, only to be told that my Mix and Match plan was cancelled in December (I am now on Texter £20 with INQ1) and that I needed some kind of add on (not sure what it was exactly, something about X-series or other!) to have Skype. She told me that the Internet Max Add-on DOES NOT cover Skype. I tried to argue the point that the phone was sold to me as having full free Skype functionality, and asked "So you're telling me I have to pay for Skype, it's not free at all?" and she replied "Yes".

I'm really regretting getting myself into another 18 month contract with them. They are just SO unhelpful. I guess it's no big deal as Skype isn't something I'd use that regularly, but if it's being sold with the phone then surely it should work? Oh I don't know, 3 will never cease to amaze me. Really wish I had ditched them when I had the chance. Now I've got them until September 2010

anonymousie

Go now and capture a few screen shots to quote back at them

http://threestore.three.co.uk/dealsummary.aspx?offercode=18UT15D080

I popped an INQ-1 on your plan in a dummy basket and it clearly says includes skype, MSN etc..

zenmaster

Dime_Bar wrote: »

Just for info if you sign out of msn\facebook they do not use any data, and therefore will not cost anything.

We tried that but MSN remained resolutely logged in. My daughter had to create a new account so that she could log in from the computer.

As soon as the new contract went live it logged out

ladybolan

I've just tried to sort this out over 3's chat function on their website:

Advisor Samira: You have a compatible add on activated on your account.
Gemma: See I'm not really following this - I called yesterday and was told that I do not have the correct add on for Skype, but now you are telling me I do?
Advisor Samira: You have an add on "add internet max", it is compatible to use with skype.
Gemma: Right, I was told yesterday that this was not compatible
Advisor Samira: I am sorry, I am sure there is some misunderstanding as the add on is activated.
Gemma: I see
Advisor Samira: So we can try and rule out if it is a settings related issue, I'm going to give you the steps to reset the settings on your mobile. Don't worry, this won't delete any data you have, it will just reset the factory settings. What this means is that your personalised settings like your ringtone, wallpaper etc will change back to the default setting. Is that OK?
Gemma: ok
Advisor Samira: Lets go to: Menu
Settings
Master Reset
Code:0000
Select the option you wish you reset
Options
Reset
Yes
Gemma: sorry which options do I need to reset?
Advisor Samira: Select call, BT, Browser, User Config.
Gemma: I have done that and logged into Skype again, I am getting the same message
Advisor Samira: Can you call to one of the skype contact list?
Gemma: I have called the Test Call and it has given me the same message - that I have not been given access to the service
Advisor Samira: Is it possible for you to swap your sim card in another 3 handset and another 3 sim card in your handset?
Gemma: I do not own another handset
Advisor Samira: Do you know anyone who has?
Gemma: No
Advisor Samira: Please give me few minutes, while I check that for you.
Advisor Samira: Thanks you for your patience.
Advisor Samira: can you access any internet websites?
Gemma: Yes
Advisor Samira: I would need to escalate the details to the second level team and they would revert back to you in 48 to 72 hours.
Advisor Samira: I would need a few details from you.
Advisor Samira: Can I have your skypeid?
Gemma: ladybolan
Advisor Samira: Can I know how may bars you have on the handset?
Gemma: 4 - full bars
Advisor Samira: Can you successfully connect to Skype on your computer?
Gemma: yes
Advisor Samira: Can you access any other services like email on 3 or MSN?
Gemma: yes
Advisor Samira: One moment please...
Advisor Samira: Can you please go to skip, option and about skype , you will see the skype version there. **I think she meant go to Skype in app menu, left soft key for options, then select information. Version info is in there)**
Gemma: version 3.0.22
Advisor Samira: On Main Screen dial *789#.
Gemma: INQ1_V3.9.1_UK

sent to escalation, 72 hours blah blah blah

I'm even more confused now! I'll let you know what the escalation team tell me when/if they get back to me.

Word of advice as well - I'm only after noticing that I HAVEN'T been getting my free 3 to 3 calls, they've been coming out of my 200 mins allowance. Tried to tell me that they weren't included in my price plan, linked to the page anonymousie found and bingo, the bundle was mysteriously "not activated, I will activate it now for you". So I have to call up and get my bill recalculated when it is generated on the 4th - I don't know how that will work though as most of my free minutes were used on 3 to 3 calls, so unless they give me more minutes next month??? Anyway thought I'd give you a heads-up in case you're having the same problem.


**EDIT** I ended up calling 3 as I got myself into a rage about their service (I WANT OUT!) - and the advisor in the cancellation department told me that I DO need this extra add-on for Skype, that Internet Max isn't enough! I am actually getting so mad at them it's ridiculous! Asked to get out of contract as they have misled me etc. etc., they want £564!!! And I seem to have 2 contracts on the go...I upgraded last month but my new 18mth contract doesn't actually start until March...so I'm with them until September 2010 :O

zenmaster

anonymousie wrote: »

Go now and capture a few screen shots to quote back at them

http://threestore.three.co.uk/dealsummary.aspx?offercode=18UT15D080

I popped an INQ-1 on your plan in a dummy basket and it clearly says includes skype, MSN etc..

It doesn't say it includes Skype - merely that you have access to it.

At the top of the page

INQ1 Black
With the £15 Texter & Internet plan, you get
75 Minutes
Unlimited Texts & internet FREE Unlimited mins on 3 to 3 calls every month

Nothing about Skype.

On this page it states

Skype
What is it?

Skype lets you call - or chat - with any of your mates who are also on Skype anywhere in the world, anytime. Fair Use policy and conditions apply.
How it works

You need to have a Mix & Match price plan, and a compatible handset in order to access Skype.

So I guess no included Skype access.

UPDATE: If you click "Mobile Detail" under the main picture in anonymousie's link another window opens which does state

Alive with your social life. Love staying in touch? With Facebook® for INQ¹, you can see your friends' status updates and profile pics in your address book. Upload photos and message your friends with super fast access to Facebook® on your mobile. Love to chat? Windows Live Messenger has never been easier to use. Even free Skype-to-Skype calls are just a button away. Love music? INQ¹ can update the tracks you play to your profile on Last.fm and show you recommendations for more music and gigs you'll love. All these great applications can be accessed at a touch of a button - Your entire social life is now in your pocket.