topic Re: Data roaming stopped working after monthly data pack renewal in Network

Data roaming stopped working after monthly data pack renewal

akarsa — Sun, 29 Sep 2024 16:54:30 GMT

Hi,

I have a PAYG SIM and a monthly 10GB data pack (my sim is about 10 years old and I've had the data pack for almost a year). I'm currently in Finland. I had data without any issues this whole week, on Friday I got the message that my data pack got successfully renewed (as expected) and my balance is £1.93. All was well until Sunday morning when my data roaming stopped working and my balance shows 0 (despite the fact that I can only see 8 pennies worth of charges who knows why). Calls are working. I tried restarting, manual network selection. I don't have the option to change my Spend cap and the live chat was very unhelpful.

Any help would be appreciated.

Re: Data roaming stopped working after monthly data pack renewal

Flo1 — Sun, 29 Sep 2024 22:13:46 GMT

I have the exact same issue. I am aboard and my data pack renewed yesterday and now my internet won't work. I tried to contact the live chat function - but they seem to think it's a phone issue. But I don't think it is as it worked right before the new pay monthly data pack renewed.

Re: Data roaming stopped working after monthly data pack renewal

akarsa — Mon, 30 Sep 2024 04:45:35 GMT

I think their system is super buggy. Sometimes it shows my 1.85 credit in the app (I took a screenshot now), sometimes it goes back to 0. The app just sent me a feedback form for topping up even though I didn't top up. A few years back, I got a new customer feedback form when I had been at three for years. I feel sorry for whoever has to maintain this thing.

Re: Data roaming stopped working after monthly data pack renewal

PeteG — Mon, 30 Sep 2024 12:17:36 GMT

Hello, Akara.

It sounds like you might have reached the fair use data limit of 12GB. If you have, then you wouldn't have any more free data to use while roaming until a month after your initial usage abroad began.

Roaming usage can take longer to update within the App, so you might find that the data is out of sync sometimes when checking it and comparing with your current expected usage.

Pete.

Re: Data roaming stopped working after monthly data pack renewal

akarsa — Mon, 30 Sep 2024 14:18:25 GMT

With my usage, I highly doubt that. My total roaming usage was less than 5 GB this past entire year according to my phone...

Re: Data roaming stopped working after monthly data pack renewal

threebie — Tue, 01 Oct 2024 12:32:06 GMT

Same issue here. Definitely nowhere near data cap

Re: Data roaming stopped working after monthly data pack renewal

KateS — Tue, 01 Oct 2024 15:03:51 GMT

Hey there,

Thanks for getting back to us.

I'd recommend having a chat with our Customer Service team over live chat, they'll be able to check out your usage and identify the reason behind the lack of data.

Thanks,

Kate

Re: Data roaming stopped working after monthly data pack renewal

Flo1 — Tue, 01 Oct 2024 22:59:37 GMT

I contacted them, when I asked how much I had used they said they couldn't tell me / didn't answer my question. I will not have used 12gb in the past month abroad. I was passed between tech support and customer services. After over 1.5 hours of time wasted I gave up - still no internet.

Re: Data roaming stopped working after monthly data pack renewal

akarsa — Wed, 02 Oct 2024 06:30:01 GMT

Same here. Talked to live chat, they couldn't figure out the problem, asked me to get back to them once I'm back in the UK to check if it's still working there, told them I needed the internet now, and they just hung up on me.

By the way, I travelled from Finland to Switzerland yesterday and my roaming was miraculously working for about an hour last night. Now it's gone again. Their system is not working very well and it's infuriating that they keep dodging the responsibility.

Re: Data roaming stopped working after monthly data pack renewal

threebie — Wed, 02 Oct 2024 08:28:35 GMT

Same experience except 2.5 hours! on live chat with them yesterday with four separate people, on two separate streams as the first disconnected me when I was away for 2 mins trying to implement one of their suggestions which involved disconnecting from all connections.

Complete joke and just a swerve of responsibility as mentioned by akarsa - clearly aware it's a known issue and instead of acknowledging, prefer to waste customer time repeating suggestions already attempted. Explicitly told them on each occasion to refer to previous transcripts so I didn't have to jump through same hoops repeatedly, and made it clear the issue appeared to be common having been on this forum.

Complete incompetence

Re: Data roaming stopped working after monthly data pack renewal

akarsa — Wed, 02 Oct 2024 13:16:37 GMT

In the end, I just bought an eSIM. It was actually cheaper than my Data Pack and it's working. I hope Three had been enjoying my monthly payments while it lasted.

Re: Data roaming stopped working after monthly data pack renewal

chasr — Sun, 06 Oct 2024 17:54:18 GMT

Same problem, though in my case I had £10 credit ‘just in case.’ My roaming data charges are being taken out of this credit, rather than my normal data. I have tried Chat, and called, submitted Complaint forms, and had a Technical investigation closed , all to no avail. I am nowhere near the 12gb limit. Clearly, Three has a problem with the September PAYG/Roaming update, and is in denial about his problem.

Re: Data roaming stopped working after monthly data pack renewal

intheshredder — Wed, 09 Oct 2024 04:54:02 GMT

Which esim company did you use?

Re: Data roaming stopped working after monthly data pack renewal

akarsa — Wed, 09 Oct 2024 06:57:28 GMT

Maya Mobile. It works great so far. I heard other ones are good too.

Re: Data roaming stopped working after monthly data pack renewal

Ping2084 — Tue, 22 Oct 2024 09:45:32 GMT

I have this problem too. Multiple chats with support and nobody can fix it. Extremely frustrating, I've wasted hours and hours of my time. Now I'm at the point that I'll leave Three because I roam regularly and, without a solution, my phone is useless 😠

Re: Data roaming stopped working after monthly data pack renewal

KateS — Wed, 23 Oct 2024 11:52:01 GMT

Hey @Ping2084,

I'm sorry to hear you've been impacted by this issue as well and can imagine how frustrating this must have been.

Our Support teams have advised that any issues with roaming charges for Pay As You Go customers have now been rectified so you shouldn't experience any issues travelling in the future.

Kate

Re: Data roaming stopped working after monthly data pack renewal

Ping2084 — Sat, 16 Nov 2024 14:00:35 GMT

Unfortunately, despite finally receiving a text almost 3 weeks ago from 3 acknowledging that there has been problems with roaming, I've still not been able to use mobile data while roaming. Extremely disappointing and customer service has been totally useless.

Re: Data roaming stopped working after monthly data pack renewal

Ntwo — Mon, 31 Mar 2025 18:00:39 GMT

Got the same problem just now, bought 14 days add on but not working. Please help

Re: Data roaming stopped working after monthly data pack renewal

JonathanB — Wed, 02 Apr 2025 11:07:52 GMT

Hi @Ntwo,

This is quite an old topic you've posted on, are you in the UK or Roaming like the OP? For PAYG you need a Data Pack first and you can add an Add On if this runs out before the 30 days, do you have an active Data Pack?

Thanks,
Jonathan

Re: Data roaming stopped working after monthly data pack renewal

intheshredder — Sun, 06 Apr 2025 04:18:04 GMT

I made a complaint and was given £10 for 3s screw up only to find out that the credit couldn’t be used on packs or addons. Be better Three. Mods, stop being spineless humans.