topic Re: Update status please in Network

Update status please

Imsmcook — Wed, 09 Oct 2024 03:39:34 GMT

I arrived in USA on Saturday 5 October 2024 to discover data roaming is not working for my device (partner has same phone and plan but all good). Went through a series of checks and attempts to fix but nothing has worked.

The issue has been escalated but I have heard nothing

please send updates asap or I will be home and will need to spend all my time live chatting next time I am abroad

Re: Update status please

Annoyed1 — Wed, 09 Oct 2024 18:31:06 GMT

If you are having the same problem I had, they don’t acknowledge or fix it. Check your roaming allowance and if it says 0kb remaining on a bonus data package I suspect it could be that….

Re: Update status please

Imsmcook — Thu, 10 Oct 2024 05:32:01 GMT

We have Roaming on PAYG and that has all been confirmed.
thanks for the idea

Re: Update status please

KateS — Thu, 10 Oct 2024 10:04:45 GMT

Hey @Imsmcook,

I'm sorry to hear you've not been able to use Data Roaming while in the USA.

Are you a Pay Monthly or Pay As You Go customer? What device and plan do you have?

When did you last speak with our Customer Service team? Was a follow-up scheduled when the team advised they would be escalating this issue?

Thanks,

Kate

Re: Update status please

Imsmcook — Sun, 13 Oct 2024 03:19:33 GMT

hi Kate. Last I ‘spoke’ with Customer Service was Thursday and I was not given any updates. I had to go through the whole thing again. A follow up was not scheduled 😫 I still have no service/roaming.

Re: Update status please

Imsmcook — Sun, 13 Oct 2024 16:25:42 GMT

hi Kate, I have an iPhone 16 and we are on a recurring PAYG plan. My partner has the same device and plan and all is working well.

Re: Update status please

KateS — Mon, 14 Oct 2024 13:19:14 GMT

Thanks for getting back to me.

Are you able to make/receive calls or texts, at all? Have you tried to manually connect to a local network?

Thanks,

Kate

Re: Update status please

Imsmcook — Mon, 14 Oct 2024 22:23:22 GMT

Thanks for getting in touch. I have selected the network manually, rest network settings, I can call a number but can’t receive calls. Today I managed to send a message via text but not the iMessage. Data for email etc is not working.

Re: Update status please

JonathanB — Tue, 15 Oct 2024 14:57:48 GMT

Hi @Imsmcook,

I'm so sorry for the disruption this has been causing to your trip abroad. Thanks for helping out Kate with further info. I know this must be causing a lot of frustration, so we've flagged up this issue with our support teams, and hope to locate the root cause, and get this fixed soon.

Thanks,
Jonathan

Re: Update status please

Imsmcook — Tue, 15 Oct 2024 20:26:42 GMT

Thanks @JonathanB

could you possibly add timings to the note you raised as I believe they may call. I am currently -8hrs on uk time.

thanks

Re: Update status please

MichaelP — Fri, 18 Oct 2024 15:07:56 GMT

Hello @Imsmcook,

Thanks for getting back to us.

I can confirm that this is a known issue and being worked on by our technical specialists.

As this is affecting a wider number of customers, it's unlikely that you will be individually called.

Rest assured, we're working on it, and your patience is appreciated.

Thanks,
Michael

Re: Update status please

Imsmcook — Sat, 19 Oct 2024 05:46:11 GMT

hi @MichaelP

@I appreciate your reply but I will be returning to UK tomorrow and will not know if this has been resolved properly until I travel again.

so frustrating that it has taken so long and that I have had to contact 3 on multiple occasions to get any information on the situation.

Re: Update status please

benlevs — Mon, 21 Oct 2024 15:50:50 GMT

@MichaelP @KateS I am also having this issue. Infuriating speaking to Three. Nobody acknowledging the issue. I was charged for using data which should have come out of my allowance. I get 6gb roaming data each month and 25 days into the month I have only used 4.9GB total. My My3 account says '0KB left' for included roaming allowance.

I am going away again in a couple of days and have no faith things are going to work.

Is there a update or a workaround in the interim please?

Re: Update status please

KateS — Tue, 22 Oct 2024 13:55:16 GMT

Hey @benlevs,

I'm sorry to hear you were impacted by this issue. It's since been resolved so you shouldn't encounter any problems when you're next travelling.

Don't hesitate to reach back out here if any issues do crop up.

Thanks,

Kate

Re: Update status please

Imsmcook — Tue, 22 Oct 2024 20:26:56 GMT

@KateS When was it resolved? I have lost 2 weeks of communication as a result of the issue.
I am now home with no idea if it has indeed been resolved!

Re: Update status please

KateS — Wed, 23 Oct 2024 11:56:10 GMT

Hey @Imsmcook,

The fix was implemented on Saturday so there shouldn't be any future issues while travelling.

If you haven't already, I'd recommend reaching out to our Customer Service teams or raising a complaint about the lack of services you experienced while away

I'm sorry again for the disruption you experienced,
Kate