topic Re: Roaming in Account and services

Roaming

CathH — Sat, 18 Oct 2025 13:16:45 GMT

Hi, just went to buy a Go Roam pass and found this at the bottom of the list (with added to basket already ticked). Does this mean I now have roaming included and don't need to buy a pass?

Inclusive EU/ATW/ATWX Roaming

Roaming Built In Use your phone like you're at home in over 160 destinations with our Complete plan. Fair Usage Policy applies.

£0.00£0.00 One time

£0.00£0.00 Monthly

Added to basket

Re: Roaming

PeteG — Sun, 19 Oct 2025 09:40:14 GMT

Hello there.

It sounds like the plan you have already has the Go Roam included. You should still be able to see the addons within your account in the addons page if you empty the shopping basket, this should confirm if it's on there.

Pete.

Re: Roaming

CathH — Sun, 19 Oct 2025 15:32:24 GMT

Thanks Pete. When I go to my basket there's nothing in there. Previously I've bought Go Roam passes which have activated when I went abroad, and I've never seen this option before. I got my plan via a third party and it's always been really unclear what plan I'm on, but when I purchased it it said it didn't include roaming.

If I don't have roaming included and don't buy a pass will I just get charged £2 a day when I get to my destination? Thanks, Cath

Re: Roaming

PeteG — Mon, 20 Oct 2025 09:14:43 GMT

I think you may have it built in. When did you take out the latest renewal to the contract?

Pete.

Re: Roaming

JonathanB — Mon, 20 Oct 2025 14:32:39 GMT

Hi @CathH,

Thanks for raising this concern. I've checked and plans supplied by 3rd parties unfortunately don't have inclusive roaming at the moment. Next time you renew, please have a look at our Value and Complete plans, these have inclusive roaming and you can read a bit more here:

In the meantime, as you've mentioned you can pay £2 per day to Go Roam in Europe if you don't buy any passes.

We'd like to take a closer look into the info you've seen in your My3 online, as it sounds like this is understandably causing some confusion. Are you able to share a screenshot of the info you found about inclusive roaming in your basket?

Thanks,
Jonathan

Re: Roaming

CathH — Sat, 25 Oct 2025 21:19:35 GMT

Hi Jonathan,

Back from my holiday now and the £2 a day roaming worked just fine. It was 5 days so wasn't really worth buying a pass.

For some reason I couldn't upload a screenshot when I first posted, but here it is now. As you can see 'added to basket' is ticked but I didn't do that, and when I go to my basket it's empty. Hope this helps you work out why I'm seeing this:

Re: Roaming

CathH — Sat, 25 Oct 2025 21:28:27 GMT

And this is what I see if I click 'More info'

Re: Roaming

JonathanB — Mon, 27 Oct 2025 11:24:38 GMT

Hi @CathH,

Thanks for coming back to us with the screenshots, we've passed this on to the online team so that this can be looked at and fixed. Glad to hear it didn't interfere with your trip, but we'll get this sorted out so that it's not causing you and others confusion about their roaming plans.

Thanks,
Jonathan