Plan activation

[Katie_22860]

i usually top up a couple of days after my plan expires, no issue always activates I’m on the  3 prepay €30 plan, I made a mistake topping up today I topped up my €20 so then i just topped up by €10 an then read you need to do it all in one go I wasn’t aware of this and it’s actually a joke! I then tried to change to the €20 plan as there was a one time full top up of €20 made but they wanted me to top up again to activate that plan even though the balance was in my account! How are ye getting away with this is absolutely ridiculous robbing people blind I am going spend the credit an change network I’m also going to change my 4 brothers an there partners from three and my mother and father as I recommended they all change to three aswel because of their great plans! You lost valuable loyal customers for being greeedy!!!!

[Three_Stacey]

Hi @Katie_22860  I'm sorry to hear about your experience and I'll certainly be passing on your feedback to the Prepay team. Have you spoken to customer care about this? If you'd like I'd be happy to look at your account and see if there is anything I can do.

[Katie_22860]

Hi Stacey yes please do look at my account 60 euro I topped up by im

mot a bit in impressed

[Three_Stacey]

@Katie_22860  Can I get you to PM me your number along with your full name, address, & date of birth for the validation of your account & I will look into these top ups for you. 

[Katie_22860]

I have replied privately as this is sensitive information thanks Stacey 

[Three_Stacey]

Thanks, @Katie_22860 I've just replied to you there 👍

[Valentin_3636]

I also have a problem, actually a big problem. and it is not the first time that undesirable things happen to me, with you. I had 20 euros on my account and instead of activating my plan as you do other times when my money disappears instantly or as you activated my plan 2 times in a few seconds 2 months ago, it was taken from my credit until exhaustion in few minutes

[Three_Niall]

Hey @Valentin_3636 welcome to the 3Community 👋

I can see that you have posted about this query twice and I have responded to this on the post here.

[Abdalla_11050]

I also have the same problem 😔, we are in 2025 and you still have this problem i really can't understand what the idea of this policy and please help me to solve it because I will not going to top up again 

[Three_Niall]

Hey @Abdalla_11050 , I'd be happy to explain the prepay plan process for you. With these plans you can either top up in one go by the minimum activation amount to activate the plan or if you top up by less than the activation amount then this credit is added to the balance to be used on calls, texts and data.

For example  if a customer is on the Three Connect Complete plan, when they top up by €25 the credit is used to activate the plan for 28 days. If a customer was to top up by €20 once then this would be applied to their balance to be used on calls, texts and data or if they topped up by €20 twice €40 would be added to the balance rather than a plan being activated.