Wednesday 21 August 2019

3 Ireland says sorry for roaming fees glitch

(stock photo)
(stock photo)
Adrian Weckler

Adrian Weckler

Ireland's second largest mobile operator has apologised after an IT glitch saw customers receive messages notifying them of large roaming fees and incorrect account balances.

The glitch, which 3 Ireland said it was working to fix, resulted in text messages sent out warning users that they were "roaming" and had used up most of their data.

Account balances were also skewed to purportedly show large bills or incorrect credit levels.

"Three messages in the last 24 hours saying I've gone from owing €9 to €168," one customer tweeted to 3 Ireland's customer care account. "What is going on?"

The messages were sent through the operator's '3Alerts' system.

One such message read: "You have spent €52.57 pm internet services since [date]."

The problem has been affecting customers since Wednesday, with texts being sent out around the clock by the operator.

3 Ireland has advised customers to ignore the errant text messages and said refunds would be issued.

"Due to an error with an IT system upgrade, some customers received SMS yesterday about charges that may have applied incorrectly to their account," the company said in a statement.

"Prepay customers will be refunded ... Bill pay customers will be rectified on their next bill. We apologise for any inconvenience."

Irish Independent

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