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Three Mobile Billing question?

elitom Avatar
8y, 8m agoPosted 8 years, 8 months ago
Just had two 300 Mix and Match contracts.

They have been running for just over a week.

the two phones are being used by my lederly Parents.

Now Mum is in hospital and has had a stroke so she just uses here phone to receive call and call my Dad, her brother and me.

In just over a week £3.27 has appeared on her bill, rising by anything up to £1 per day but not at regular amounts.

Shows as such on My3

Current spend *

Since your last bill you've spent £3.27.

Current spend doesn't include your monthly price plan, Add-ons, recent one-off charges or any recent changes to your account.

We have no idea what these costs are so i went into a Three Shop yesterday when the cost was £2.16 and they could not explian it so they called customer services who also said they could not explain it but we would have to wait for the first bill to know what the charges are for.

Obviously I am concerned that either something is wrong with the billing system or mother is doing something un beknown to her that is running up costs.

I have checked her call record and there are no 08xxx or 09xxx calls, just calls to 4 known numbers.

The extra charges cannot be internet because I know that is billed and itemised seperately.

there are no new downloads in applications and there are no strange text messages in her inbox.

So any three customers know of charges that can appear with no description on your bill?

I am concerned taht after the first bill due on 18th april three are going to take something like £20 - £30 that they cannot explian to me or cannot tell me how to avoid!!!

Any ideas folks?

TIA

EliTom
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elitom Avatar
8y, 8m agoPosted 8 years, 8 months ago
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#1
Was the £3.27 a part bill, covering a few days until the agreed payment date, then onwards the full bill. Three often do this.

Are you sure its not a negative amount?
#2
garyagh
Was the £3.27 a part bill, covering a few days until the agreed payment date, then onwards the full bill. Three often do this.

Are you sure its not a negative amount?


no I do not think so because it has been going up every day by various amounts

£2.16 yesterday
£3.27 today

I already have the first full bill covering the first month at £15 as expected

thanks

EliTom
#3
v2drinkers
Internet is itemised seperatly but billed on same bill.

Are they calling the hospital bed phone? If so this is probably it.


No I ahve checked the call records for dailled calls - only four numbers

Mine
Dads
Her Brother
and her brothers mobile

all UK numbers

thanks

EliTom
#4
We have a couple of Three contracts and last week £2.50 appeared on the My 3 section, because our four year old got hold of the phone and pressed something!! (very technical I know but that was my ten year olds description!) we pressed cancel immediately and nothing has appeared on the phone, no games ringtones or anything, but there is still the charge. Have spoken to three and they say they cannot distinguish the cost until the bill is printed.
So in your case my guess would be that your mother has pressed something and ended up in Planet 3 which has then incurred her charges. Apparently you can disable the internet from Planet 3 which would limit the amount of damage she can do.

If you want the internet disabling I have the instructions I will type up for you. Just let me know.
#5
kidcat
We have a couple of Three contracts and last week £2.50 appeared on the My 3 section, because our four year old got hold of the phone and pressed something!! (very technical I know but that was my ten year olds description!) we pressed cancel immediately and nothing has appeared on the phone, no games ringtones or anything, but there is still the charge. Have spoken to three and they say they cannot distinguish the cost until the bill is printed.
So in your case my guess would be that your mother has pressed something and ended up in Planet 3 which has then incurred her charges. Apparently you can disable the internet from Planet 3 which would limit the amount of damage she can do.

If you want the internet disabling I have the instructions I will type up for you. Just let me know.


Yes this ai all i can think of - it is veryt easy to press the Planet3 soft key. But as far as I know Planet3 is free - you only pay for downloads and if you go outside Planet3. Mum is 73 and would not have a clue how to do that.

But yes if you could send me the instruction about how to disable the internet that would be great.

Just wish you could remove the Planet3 soft key but then again three would not be happy with a limited revenue handset!

Cheers

EliTom
#6
Yes I asked whether I could disable Planet three but they said no, haven't given up on the idea yet though, am going to speak to a phone repairer!
To disable the internet

Press Planet three
Then select MY 3
Then select Acess Settings
At this stage you will need to set up a PIN
After setting up Pin you select change access settings
Select I want to block internet access.

Apparently it takes five minutes to update the settings but it is supposed to work.

Good luck Hope it helps.
#7
kidcat
Yes I asked whether I could disable Planet three but they said no, haven't given up on the idea yet though, am going to speak to a phone repairer!
To disable the internet

Press Planet three
Then select MY 3
Then select Acess Settings
At this stage you will need to set up a PIN
After setting up Pin you select change access settings
Select I want to block internet access.

Apparently it takes five minutes to update the settings but it is supposed to work.

Good luck Hope it helps.


Thanks will try this.

You can remove the planet3 soft key by having the phone unlocked / debranded.

Mums is a Nokia 6288 and the cost should be about £15 for unlocking / debranding.

cheers

EliTom

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