topic Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn in Account and services

Three have randomly removed my free roaming in go-roam destinations with no notification or warning

dingdong808 — Wed, 15 May 2024 15:11:29 GMT

Like thousands of other three customers I renewed my contract in September 2021 before the deadline to ensure I retained the free roaming in go-roam destinations.

For 24 months I continued to receive free go-roaming... and this then continued on as a rolling contract... so I've had 33 months of free roaming.

This past month I suddenly received £45 in roaming charges.

Complaints to the billing team have got me nowhere. They simply say that Go-Roam was removed from my account in March (with no notification or warning). I've since submitted a written complaint and they are now saying my contract started on 17th october 2021 and didn't have free roaming..... despite the fact I've had 33 months of free roaming and the online chat at the time of creating my contract confirmed I'd have the free roaming benefit. I even gave them an example of a previous bill that had free roaming and they are claiming the bill had daily roaming fees when it clearly shows zero!

Has anyone else experienced this recent change. I'm getting nowhere trying to get it resolved?

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

Trueneutral — Sat, 25 May 2024 15:39:21 GMT

Same thing happened to me. Was this resolved?

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

dingdong808 — Tue, 28 May 2024 17:55:36 GMT

No I've got absolutely nowhere with my complaint so am going to have to take Three to the ombudsman which is very irritating.

They have refused to give any reason or explanation as to why this benefit was removed from my account in Apri with no notification or warning.

And even worse they seem convinced that I've been paying for roaming all along despite me providing two examples of bills that clearly show free roaming.

They have definetly just randomly removed this from some people as my flatmate upgraded on the same day (30 september 2021) and is continuing to receive free roaming!

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

Trueneutral — Wed, 29 May 2024 10:35:02 GMT

Thanks - my complaint got to nowhere with Three as well and they have admitted at the end there is absolutely nothing they can do to bring back the roaming that I am entitled to under my T&Cs. It seems like the only way is to escalate to the communications ombudsman (which I am doing right now). I will let you know how it goes.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

dingdong808 — Fri, 31 May 2024 14:40:56 GMT

Given three have to pay a fine for every complaint that goes to the ombudsman you think they would make more of an effort to look into this properly and sort it out given it seems to be a random selection of customs that are impacted with no logic whatsoever.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

dingdong808 — Fri, 31 May 2024 14:42:23 GMT

p.s. three have also admitted that Go-Roam was removed from my account in March and I can see orders on the account on that date which I didn't place and wasn't notified of. It is nonsense to say they can not just reverse those orders that should not have been applied to the account which would then restore the free roamining!!

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

ChrisS1 — Sun, 09 Jun 2024 16:48:55 GMT

I'm in the same position, been through 2 advisors and a manager today who all point blank refuse to admit it was ever on my plan, despite me pointing them at past bills showing Go Roam at £0, and even threatened that if they investigate my previous bills that clear show Go Roam at £0 I may be charged for past calls and that I've just been lucky not to have been charged in the past!

Was finally asked if I wanted to raise a complaint, I said yes. Got a text to say a complaint had been raised. Literally 2 mins later a 2nd text to say they haven't been able to resolve the complaint having done everything in their power and it's now closed!

Going to try in store next and see if talking to a person face to face helps at all

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

Trueneutral — Sun, 09 Jun 2024 18:02:30 GMT

I am now in the process with the ombudsman at the moment. This seems like the only way. I will keep you all posted but personally am not too optimistic about it.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

dingdong808 — Tue, 11 Jun 2024 16:51:04 GMT

The ridiculous thing is that Three have admitted to me that I upgraded before the deadline of 1st October 2021.... but say that my contract didn't start until the 17th (which was just my next billing date)

The text they send you says "If you joined or upgraded before 1st October 2021 you will not be charged".

I've submitted a data subject access request to get the online chat with the upgrade team where I agreed the contract terms and agreed that go-roam would be free hence why I signed up for a 24 month contract.

Even more annoyingly my flatmate upgraded on the same date (and has an even later billing date) and is continuing to get free roaming everywhere so it is COMPLETELY RANDOM which customers they are now doing this to.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

Trueneutral — Tue, 11 Jun 2024 20:56:28 GMT

Yes, this is exactly the same circumstances as me. I took a screenshot showing free go roam when I signed up, knowing exactly this will happen.

Have submitted all these as evidence to the ombudsman and I think I have done all I can.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

martinski99 — Fri, 14 Jun 2024 22:16:08 GMT

I've made a Request for Access of my personal information as the same has happened to me. I've had years of free roaming and was I the middle of a 2 week trip last month when it suddenly stopped, when I complained the operative says I renewed October 17th 2021, lo and behold this date now shows on my profile. I may have changed my tariff back then I really can't recall, but I would have checked with the Live Chat if this affected roaming beforehand as it's the only reason I'm with Three and I know they're trying to move people off these contracts. Strange that we all seem to have suddenly renewed just after the cut off date...

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

martinski99 — Sat, 15 Jun 2024 09:28:25 GMT

I'm thinking that although you/we think we upgraded in September 2021 they didn't apply it until the end of our billing cycle, which would likely be some time in October. Clearly they didn't tell you this at the time, and also lied about it affecting roaming. I have an SMS from Three in September 2021 saying I've been 'handpicked' for a free upgrade which is what prompted me to do so. What I think they mean by handpicked is that they wanted me off a pre-October contract so delayed the upgrade until after the cut-off date.

Still doesn't explain why I've had over 3 years of roaming and then it suddenly stops with no comms whatsoever.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

Trueneutral — Sat, 15 Jun 2024 23:17:58 GMT

I think so far nobody has suceeded in getting the free roaming back. If there are any success stories do share.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

Ap1 — Thu, 20 Jun 2024 09:14:35 GMT

Yes have just experienced the same issue. The inclusive allowances section of my bill still show that roaming in Europe is unlimited calls and texts, and 3000 minutes/5000 texts for other Go Roam destinations, but I have just been charged roaming charges for a recent trip. Call to billing got nowhere - anyone had a response from the ombudsman?

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

SpongeBob — Mon, 24 Jun 2024 07:54:28 GMT

I think that those who have been affected, me included, are the ones who upgraded before 1/10/2021, but whose contract started after 1/10/2021. Regardless, their website clearly states that charges apply only to “For Pay Monthly customers who joined or upgraded on or after 1 October 2021, there’s a daily roaming charge to unlock your UK allowances for 24 hours in Go Roam destinations”. Join and upgrade is not the same as contract start date, so I fail to see why Three has failed to keep its contractual obligations.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

dingdong808 — Tue, 25 Jun 2024 05:59:16 GMT

The annoying is my flatmate renewed before 1/10/2021 (at the same time as me)... has a billing/contract start date at the end of October (so later than me)... and is still receiving free roaming abroad with no changes.

It therefore does look completely random which customers they have removed this benefit from.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

Trueneutral — Tue, 25 Jun 2024 20:55:42 GMT

So I have the decision from the ombudsman - they are not able to reinstate go roam, and reasoned that Three are within their right to change their terms anytime as it is a "commercial decision". As I am out of contract, I am free to go to another network - the ombudsman mentioned if this change happened while I am still under the fixed term, the best he could do is to compel me let me go without exit fees. Nevertheless, I was offered £100 for my trouble as a "goodwill gesture".

In a nutshell, I guess the go-roam party is now over - us stragglers are unwelcome and are slowly shown the door.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

martinski99 — Tue, 25 Jun 2024 21:08:48 GMT

Thanks for sharing your update.

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

MiHa — Thu, 27 Jun 2024 23:05:20 GMT

I’ve had exactly the same issue as you lot, however when I initially followed up on chat, they quoted my contract at the time and I have a screenshot stating that GoRoam is included for free. This was in March.

As a result of this I continued to use my roaming. When my bill came through, I contacted chat again and explained the situation and quoted the contract terms I had been told at the time. Only now they’d changed according to the chat CS advisor this time. However, they actually refunded the roaming charges and confirmed with me that I would not be charged again.

And guess what. In the US this month they charged me over £100 in roaming passes! Contacting them again I got nowhere and ended up talking to their complaints department on the phone. I hit a brick wall like you all did, and they are claiming too, that because the first billing date was on 7th October 21, this was the contract start date despite the fact I have evidence I signed the contract on 11th Sept.

I’ve raised a complaint with the ombudsman, but at this point I just want the charges that have occurred refunded as I’ve voted with my feet and gone to O2 who currently offer the same roaming package (including the US and Australia) Three did with double the data limit and for 60p more than I was paying. A shame as I’ve been with Three for well over 10 years!

Re: Three have randomly removed my free roaming in go-roam destinations with no notification or warn

MiHa — Thu, 27 Jun 2024 23:09:51 GMT

Just to add, not wanting to be too conspiratorial, but I suspect rolling contract customers are costing them a fortune in roaming and they want to get rid of us. They have gambled on the fact that most customers won’t complain, will accept the new terms or just leave. Only a small number will go to the ombudsman, and the worst they’re going to get is a fine and a reversal of charges which is all just wooden dollars to them. They’re effectively using this as a cost save to force customers like us out ‘because they can’