12GB Fair Usage Limit - Data Roaming

[DPJ]

My wife and I spent 3 days driving to Italy from the UK. I'd bought a 14 day data passport for £20 to save on the £2 per day roaming charge. My wife hadn't been able to register on the Three app. 

On the third day we both got a text saying we'd exceeded the 12GB fair usage cap. My phone said I'd used far less but I turned data roaming off as the text said I was being charged 17p per mb for excess usage 

This morning, I went through the 3 app and added up all the offending usage. It came to 

1228903 kB, which by my reckoning is less than 1.3 GB. 

So has 3's warning system wrong by a decimal place ????

[Beckyeden]

I've just received a text to say I have exceeded the 12gb fair usage policy however when I log onto my account I have 109gb of data remaining. Will I get charged? I can't make sense of it. 

[PeteG]

Hello, Becky. 

When Roaming, you can only use 12GB for free, even if you have a larger plan. Any usage beyond 12GB will be charged at a rate of 0.3p per MB, which works out as £3 per GB.

Pete.

[Matty]

Hi same problem, go roam 14 days, paid to use my allowance abroad and what next? Extra charge?

[JonathanB]

Hi everyone,

I'm sorry for any disruption this caused. The issue that caused this should now be fixed, but please let me know if you receive any other notifications that don't look right, or if your bills don't look correct after any recent trips.

Thanks,
Jonathan

[Simons]

I have literally had the same thing happen to me , says I’ve used all my fair usage 12gb in two days of being here and now the message says my spend cap has been spent as well but in the app it doesn’t I’m so confused in what I will be charged or what usage I have used or spent 

[PeteG]

Hello, Simons. 

That's not great. You can check the network information on your mobile phone to verify how much data you've used while roaming in the last couple of days, this should give you an idea as to how much has actually been used. If your spend cap has been reached already, you won't be able to spend anything more, and browsing, calling, and texting will stop working. You'll still be able to receive calls and texts though. If for some reason the text message warnings are incorrect, and you do have allowance left, you should be able to continue to use it without worry as long as your spend cap is still in place. 

Pete. 

[Haidari]

Hi I have got my self a 14 day go roaming Europe and I just got text saying I have used my 12bg fair allowance and not sure what this is. I should be able to use my data from my plan and not 12bg?

[fxrisb]

Hello,

I have just been abroad to Germany and have had the same problem aswell. After a day of using my data, it had told me I had used 80%, although I can still use the data , it is abit off putting. Hoping you can permanently fix this issue.

[DPJ]

Hi Jonathan,

Good to see that the issue is fixed, just such a shame it's the first acknowledgment of a problem after over two months! The issue caused my wife and me considerable consternation since we are so reliant on our phones while traveling. At the time we phoned the helpdesk to be informed 'we should buy local sim cards'. In this day and age, I think that's a totally unacceptable response from a company that purports to care about its customers. Online banking is reliant on the phone being registered with the bank, so a change of  sim would make the bank account unusable!