Help with 3 mobile

Dazzo

Hi guys, m new to the forums and thought you guys might be able to help or give me some advice.

I've recently upgraded my 3 mobile contract from their Internet texted 500 plan with upto 3gb of data and 500mins of talk time and unlimited text and 3 to 3 calls. To their ultimate Internet 1000 that is unlimited data, 3 to 3 calls, text and 1000 voice mins. Now I've just started to use my new iphone 4s to which I received a message from 3 saying I owe them £103.61 on Internet since 23/04/2012 to which I called them and said I can't understand since my previous price plan had upto 3gb of data allowance and I never strayed above this and if they check I really only ever get upto about 1gb of usage, the person said that I must of left on my mobile and an application must of been running in the background!!, I then said that that's not possible since my data would cover and Internet and any apps that would be running in the background. They placed me on hold for a short while and was told that it seems it "could" be a technical glitch!. But this is only a maybe, they then decided to go on about me going leaving my mobile running with a app running and that could be my charge.. So back to square one, so they ended with they will escalate this to another dept and will get back to me in 48 hours!.

Any advice guys coz I can see them insisting that I owe them this money!.

buscape

Log into your my3 account and check that you've actually been put on unlimited internet.

If you have, they haven't got a leg to stand on.

Buzby

Do check the right A/c when going online, as your new mobile may not be on the tariff you though it was.

denideth

Hi there. I worked for 3 until very recently, so I might be able to be of some help.


So you're on Unlimited 1000 - AYCE data, 1000 minutes and 5000 texts?

When you upgraded, did they give you a date as to when the upgrade would occur? (It used to be the beginning of your next billing period, correct me if I'm wrong though). I know of a few customers who've had your problem but they used their data usage before it was actually upgraded. This might not be the case with you though. Smartphones are always downloading something or other, so it may have been d/ling without you being aware of it. Apps running in the background is also be a cause, but you've ruled that out.

Have you downloaded the My3 app? This will tell you how much you've spent, and on what. It will also tell you the plan you're on.
If you find out you're not on the plan you were upgraded to, go to your settings and switch your roaming off. This should prevent any charges racking up even more until you get it sorted.


I'll say now - customer service is not, well... good, if you're a customer. They'll give you the world if you're a member of staff calling for something though. If you can't get it sorted, I'd go to a 3Store and get someone to ring them for you. You'll bypass the queue and get straight to an adviser.

I remember when I was put through to Retentions as I was cancelling my 3 Dongle as I have AYCE data so I tether my iPhone, and they told me that "The One Plan is not going to exist next month, so I'd advise you get this offer while the plan is still available on it!". I replied that I worked for 3, I know he is lying and that the plan is definately not ceasing any time soon. He then said "oh... you work for 3? I'll cancel that now for you then Miss." :rotfl:

diamonds

denideth wrote: »

I remember when I was put through to Retentions as I was cancelling my 3 Dongle as I have AYCE data so I tether my iPhone, and they told me that "The One Plan is not going to exist next month, so I'd advise you get this offer while the plan is still available on it!". I replied that I worked for 3, I know he is lying and that the plan is definately not ceasing any time soon. He then said "oh... you work for 3? I'll cancel that now for you then Miss." :rotfl:

Did you report him ?

denideth

diamonds wrote: »

Did you report him ?

I did, I've had no response to date though. This was well over three months ago. I couldn't believe the bare-faced cheek the advisor had. Just makes you wonder how many of 'em do it!

diamonds

Good for you ! Nothing like a bit of pro-activity over british stiff upper lip

I'd chase it up though - consumers drive customer care, not companies