topic Re: Unable to use data while roaming in Network

Unable to use data while roaming

intheshredder — Tue, 08 Oct 2024 22:18:23 GMT

I was on the 30day data pack renew with 10gb unlimited mins and texts with the 5gb inc. since the new roaming rules started I have been unable to use any data while abroad. I am currently in the US and have had to resort to getting an E-Sim.
I used to feel happy about being a Three customer. That is changing for worse though.

Re: Unable to use data while roaming

intheshredder — Tue, 08 Oct 2024 22:14:58 GMT

For clarity I am able to text and call.

Re: Unable to use data while roaming

intheshredder — Wed, 09 Oct 2024 00:18:15 GMT

Also I didn’t go over my data limit. My package renewed and was unable to use anything. On my3 app it shows my data is untouched.

Re: Unable to use data while roaming

MichaelP — Wed, 09 Oct 2024 09:36:16 GMT

Hey @intheshredder,

Thanks for getting in touch.

We're sorry to hear you've had some problems roaming in the US. With a 10GB Pay as You Go Data Pack, you should have access to 6GB of roaming from your monthly allowance.

Did you receive a welcome text and connect to a local network successfully upon arrival? We'd recommend resetting your network settings and this can sometimes help to refresh your network connection.

You may find some guidance on this on our Device Support page. Feel free to share your device make/model, otherwise, and I can check for how you can do this.

Thanks,
Michael

Re: Unable to use data while roaming

intheshredder — Wed, 09 Oct 2024 14:10:21 GMT

I tried resetting my network setting and it didn’t work. I believe the problem is on Three’s end because when I look at my account my data is full but my roaming is zero.

Re: Unable to use data while roaming

intheshredder — Wed, 09 Oct 2024 23:49:18 GMT

I did get a welcome text, I’ve tried manual selection of networks too. It’s an iPhone 11 Pro Max. Turning on and off mobile data, roaming, airplane mode and my phone.

Re: Unable to use data while roaming

MichaelP — Thu, 10 Oct 2024 10:56:05 GMT

Hi @intheshredder,

Thanks for getting back to me with this info.

To reset network settings on your iPhone, the steps are as follows:

Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. Please note, this may deleted Wi-Fi/Bluetooth connections/passwords.

If these are the steps that you previously followed, we'd need our Customer Support team to take a look at your account to see if there any issues with roaming provisioning.

Please pop through when you can, and we'll investigate this with you.

Thanks,
Michael

Re: Unable to use data while roaming

intheshredder — Thu, 10 Oct 2024 14:25:26 GMT

I was able to reset my network settings but it didn’t fix it.

Already tried contacting customer support. They put me through to tech team that were supposed to investigate it. They left me a voicemail but when I called the number they told me, there was no option to speak to anyone.

Re: Unable to use data while roaming

PeteG — Fri, 11 Oct 2024 18:27:03 GMT

Are you able to make and receive calls?

Re: Unable to use data while roaming

intheshredder — Sat, 12 Oct 2024 17:24:57 GMT

Yes I can make and receive calls.

It’s supposed to run out on the 16th. So it’s been pretty useless. I don’t see the point in renewing if I might have the same problem next month.

Re: Unable to use data while roaming

intheshredder — Mon, 14 Oct 2024 17:24:47 GMT

Please explain this to me?

Also, I am currently 8 hours behind GMT so calling isn’t always suitable.

I have made a report to Ofcom.

Re: Unable to use data while roaming

JonathanB — Tue, 15 Oct 2024 14:54:33 GMT

Hi @intheshredder,

I'm so sorry for the disruption this has been causing to your trip abroad. Thanks for helping out Michael and Pete 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: Unable to use data while roaming

intheshredder — Wed, 23 Oct 2024 03:35:24 GMT

Will something be posted here? Will I get a private message?

Re: Unable to use data while roaming

JonathanB — Thu, 24 Oct 2024 15:42:06 GMT

Hi @intheshredder,

The underlying issue should now be resolved. Are you still abroad at the moment?

Thanks,
Jonathan

Re: Unable to use data while roaming

intheshredder — Thu, 24 Oct 2024 18:16:00 GMT

Yes I am, I haven’t renewed my pack because I didn’t want to waste money if it wasn’t going to work again.

Re: Unable to use data while roaming

PeteG — Fri, 25 Oct 2024 12:42:16 GMT

Now that the underlying issue is sorted, you should be able to use it.

Pete.

Re: Unable to use data while roaming

intheshredder — Fri, 25 Oct 2024 15:54:33 GMT

No sort of recompense for not being able to use my data at all last month?

Re: Unable to use data while roaming

intheshredder — Fri, 25 Oct 2024 16:30:02 GMT

A refund for last month maybe?

Re: Unable to use data while roaming

FraserC — Sat, 26 Oct 2024 09:45:38 GMT

If you'd like, you can get in touch over the phone or live chat to raise a complaint: https://bit.ly/3q3xZ0c