topic Re: Incorrect Go Roam 12GB Limit Texts? in Account and services

Incorrect Go Roam 12GB Limit Texts?

Ng85 — Sun, 30 Jul 2023 21:50:03 GMT

I have been in Spain for four days. I received a text after two days to say I had used 80% of the 12 GB fair use limit, and just received another text to say I have used the full amount and will be charged 17p per MB should I continue. The same thing happened to my husband, only on a shorter timeline - he received the 80% text within an hour of landing, and the 100% text a day later.

However, I have checked my account and added up my usage - it is just under 4 GB since we arrived, definitely nowhere near 12 GB.

The only option we have been offered is to upgrade to £5 per day ‘unlimited’ data passes for the remainder of our stay, and then to claim the cost of these back if, when we get our bill, it shows that we didn’t actually use 12 GB of data in the month. Call me a cynic, but this sounds like a money making enterprise (aka a scam).

Are these texts going out incorrectly? If this is happening to a lot of customers, all of whom are then advised to purchase the more expensive ‘unlimited’ plan, that adds up to a lot of extra revenue for Three.

@JonathanB I’ve noticed you’re particularly helpful within the community; please could you help me?

Thanks!

Re: Incorrect Go Roam 12GB Limit Texts?

sc1999 — Mon, 31 Jul 2023 06:01:35 GMT

There have been a few people complaining about these inaccurate text messages but no one has told us what happened to resolve the situation. When you get this solved please let us know as it may help others.

Thank you.

Re: Incorrect Go Roam 12GB Limit Texts?

rmaidur — Mon, 31 Jul 2023 12:21:38 GMT

I believe it is just a fault with the text alert system, and they are going out incorrectly, although not sure why it hasn’t been resolved when it seems to have been an issue for a while.

I am pretty sure as long as you track your own usage whilst you’re abroad and it doesn’t exceed 12gb then you should be fine to keep using your data - I previously went ‘over’ on my last holiday and did not get charged any more on my bill. I don’t think there’s any need to buy any packages they are offering as you still have data left - as been mentioned before I would trust the app more than the texts, which are incorrect 🙂 Would be useful if they could resolve this though, as just like you said people are unnecessarily purchasing add-ons which they don’t need

Re: Incorrect Go Roam 12GB Limit Texts?

roamymcroamface — Tue, 01 Aug 2023 22:00:38 GMT

Maybe no comfort but I also received the 80% message, after less than 2 hours!

so it seems like a wider issue with the text messages. I checked on my 'in-billed' usage on the app and it's clear I haven't been used 5%.

probably worth you having a check there, live chat did nothing for me..

Re: Incorrect Go Roam 12GB Limit Texts?

CO — Wed, 02 Aug 2023 13:01:14 GMT

same issue here. received the text saying that I used 100% of the 12GB allowance within 6 hours of arriving in Europe. I have since been able to add up my data usage and the total on the first day came to 0.11GB.

During my holiday I contacted support team twice plus also had an investigation started, the answer on all occasions was that there was no error and that I had used up my fair data allowance, and the only solution offered was to buy the daily £5 data passport add on. I have contacted them again after my holiday and they finally admitted that this was an error.

Reading through the other messages on the Three community board it is clear that this issue dates back quite a few months and that they are quite aware of this but have no interest in resolving this and have customers buying the daily £5 roaming add on instead. Please make sure you contact Three to get a refund on any add ons they sold you in error.

Re: Incorrect Go Roam 12GB Limit Texts?

Ng85 — Wed, 02 Aug 2023 19:47:53 GMT

Thanks everyone who answered. My husband has spoken to Three and again only been offered the £5 add-on, but we’ve been tracking our usage and are way under 12GB. Will be disputing any additional charges when we get home!

Re: Incorrect Go Roam 12GB Limit Texts?

JonathanB — Fri, 04 Aug 2023 16:46:43 GMT

Hi @Ng85,

Sorry it took a while to get back to you on this one, and thanks everyone for your patience with this issue. We've received confirmation that the underlying issue causing some incorrect roaming data notifications should now be resolved.

Please let me know if you do have any further notifications that don't look right though. If anyone is having trouble resolving any sort of dispute around billing for add ons as a result of this issue, please let me know that too.

Thanks,
Jonathan

Re: Incorrect Go Roam 12GB Limit Texts?

Ng85 — Fri, 04 Aug 2023 20:42:32 GMT

Thank you @JonathanB, I appreciate you taking the time to reply!

Will update if I get hit with a big bill… but hopefully not!

Re: Incorrect Go Roam 12GB Limit Texts?

ziyadsaf — Sat, 05 Aug 2023 13:57:33 GMT

I also have this issue, currently in Italy and have only used 3.3GB but have received both the 80% text and the 100% text in quick succession. Can this please be resolved so I am not incorrectly charged.

Re: Incorrect Go Roam 12GB Limit Texts?

Scott123 — Mon, 07 Aug 2023 16:21:13 GMT

I am also having this problem, is there a way to check if I am being charged or if the text has just come through incorrect. Find it hard to believe I’ve used 12GB in a week whilst hardly being on roaming.

Re: Incorrect Go Roam 12GB Limit Texts?

JonathanB — Tue, 08 Aug 2023 10:15:24 GMT

Hi @ziyadsaf,

I'm sorry to hear that you've also been receiving these notifications. In terms of the fault, although texts have been triggered early, I've not seen any cases of the actual bill being incorrect, so you shouldn't have any surcharges unless you actually exceed the fair use 12GB.

What date did you receive the messages from us?

Thanks,
Jonathan

Re: Incorrect Go Roam 12GB Limit Texts?

JonathanB — Tue, 08 Aug 2023 10:19:43 GMT

Hi @Scott123,

If you've got any type of Android phone you should usually have an option to check your mobile data usage in settings. Try looking for Settings, Network & Internet, SIMs, then App Data Usage (wording may vary depending on software version and manufacturer).

I'm not aware of an option to do this on iOS currently.

When did you receive the messages from us?

Thanks,
Jonathan

Re: Incorrect Go Roam 12GB Limit Texts?

DeeJay — Wed, 09 Aug 2023 02:45:07 GMT

Same problem here. The first text arrived whilst on the ferry 20 minutes out of England on the way to France and with roaming switched off !

Had all this problem in April also.

Have older friends currently in France for a few weeks and having set up the £20 addon for cheaper daily roaming also getting same texts. Also saying their spending cap of £50 has been reached when it clearly hasnt. They rely on phone for medical reasons and are terrified that data will stop.

i have wasted over three hours trying to get sense about this since arriving here, mostly on 'live chat' and getting nowhere.

Re: Incorrect Go Roam 12GB Limit Texts?

HfF123 — Wed, 09 Aug 2023 06:38:00 GMT

I had the 80 percent and 100 percent one whilst phone was switched off yesterday - without adding up all the Kb which will take ages how to I know if it’s accurate or not !?!! This is very stressful as need it for maps as also won’t let me add data passport

Re: Incorrect Go Roam 12GB Limit Texts?

HfF123 — Wed, 09 Aug 2023 06:48:25 GMT

I have also had these in quick succession yesterday - how do I know if accurate or not as I would have to add all kilobytes up which is not practical - live chat has proved useless and time wasting - this has caused stress when using phone for maps - a couple of days ago I was charge 46p for some data but then then rest since has said included ! Extremely confused

Re: Incorrect Go Roam 12GB Limit Texts?

Dal — Fri, 11 Aug 2023 10:32:15 GMT

I have been receiving these as well in May in Holland and in August in Croatia. I complained with much effort to customer services in India and they could not understand my point and kept saying I could buy an add on. Gave up in the end as like talking to a Lemon.

Re: Incorrect Go Roam 12GB Limit Texts?

Dal — Fri, 11 Aug 2023 10:39:48 GMT

Hi, still not resolved as I received the message when I arrived in Croatia on 1st August and again yesterday when my allowance renewed for the month (still in Croatia). I wasted over 2hr with both the telephone and live chat trying to work out what to do. Not happy. Customer service in India was clueless and did not listen

Re: Incorrect Go Roam 12GB Limit Texts?

Fayveryannoyed — Fri, 11 Aug 2023 12:49:28 GMT

Hello, I received an 80 percent fair usage text literally after using roaming for two hours on a new peeps. Had one earlier in the week and went from 80 to 100 percent in about an hour. I assumed it was heavy you tube use by my son but looking at it now, it can't have been as my total usage since April is only at most 40 gig so there is no way I can have used so much so soon. What can I do? How do I check my actual use on three (I have used my phone and checked each app's usage, don't have the app)

Re: Incorrect Go Roam 12GB Limit Texts?

roamymcroamface — Sun, 13 Aug 2023 08:54:07 GMT

I used the three app, you can look at your unbuckled usage. It takes some time but you can add it up.

also it should show if you are getting charged.

I have an unlimited plan so I had previously set my spend cap at £0 as a safety measure to ensure I could spend anything out of limit.

They did say this was solved now and the messages are errors.

Re: Incorrect Go Roam 12GB Limit Texts?

roamymcroamface — Sun, 13 Aug 2023 08:54:39 GMT

That should say 'unbilled' usage, it got autocorrected!