Am I missing something with my recent bill? (Morocco Roaming Charges)

[Db89]

Looking for some help figuring out my latest bill from after getting back from Morocco, and something feels way off.

I’ve got one of the older Unlimited contracts from before they brought in those daily roaming passes, so I assumed I’d either have roaming included or get charged the standard £7/day cap. I even have a spend cap of £40 set up on my account.

So, I turned on roaming just as we left the hotel, and within two minutes, I got a text saying I’d used 90% of my cap. I turned it off immediately after, but when I got this month’s bill, it’s showing £93.16 for 18MB of data and more!

I’m waiting to hear back from customer service, but has anyone else experienced something similar? Am I missing something, or does this look like an error on their end?

Thanks for any advice!

 

 

[KateS]

Hey @Db89,

Welcome to the Three Community.

I'm sorry to hear you've had a bit of confusion when it comes to roaming charges.

Go Roam in Europe and Go Roam Around the World destinations are free of charge to use when on the older plans. Go Roam Around the World Extra destinations are excluded from these plans.

As Morocco is a Go Roam Around the World Extra destination, any usage here would be chargeable. The £7 fee per day to unlock Go Roam Around the World Extra is only available if you joined or upgraded after October 2021 so the charges do appear to be correct.

You can check out the exact charges for using services in these countries in our Older Plans Price Guide.

I hope this helps,
Kate

[Db89]

Thanks, I managed to get the bill cleared as even now I understand want went wrong. I still had a £40 cap on my account so either way, these excessive charges should have never have applied. Almost £100 for 18mb of data which is barely checking and email, truly outrageous.

The rate advice message was not clear either...

"Welcome to Morocco. We apply a charge of GBP7.00 to unlock your UK allowances to call/text the UK and Go Roam in Europe destinations and go online for 24 hours from first use, subject to a fair usage limit of 12GB each plan month. Using more than 12GB up to your allowance costs 0.3p/MB. If you have a roaming pass this automatically applies. Go Roam info at 3.uk/1ldt9. To check your allowances click 3.uk/od2. The GBP7.00 charge counts towards your Spend Cap so if it's set to zero or you've reached your cap you won't be able to roam. See 3.uk/90fq2 to set/change your Spend Cap. If you joined or upgraded before 1.10.21 we won't apply this charge. Use above your allowance costs GBP1.40/min, 35p/text & 1p/MB. For useful info and how to avoid unexpected charges, visit 3.uk/ekiwb. To opt out/in to these messages text STOP/START to 330."

The line "If you joined or upgraded before 1.10.21 we won't apply this charge." to me reads as though it would be free, not t all of this is not included in my package.

[Db89]

I have a AdvSIM Unlim Data ULD Min24M that started 4th Jan 2021

[PeteG]

Thanks for confirming the details. 

Your plan does not feature Go Roam Extra. Go Roam Extra was added to the Three service just a few months back. As your plan is older than the date mentioned on the text, you don't get a daily charge, and instead you would be charged for the above allowance rates of GBP1.40/min, 35p/text & 1p/MB. 

There's another thread Here that you might find useful for detailing Go Roam. 

Pete.

[Db89]

That's not strictly true, Pete. According to my bill I have been charged roughly £5/MB. If you work it out from 18.6318 MB at £93.16, 10.8095 MB at £54.05 and 1.9765 MB at £9.89.

Also, to my original point - I had a £40 cap applied to my account so none of these charges should have exceeded that anyway.

[PeteG]

Oh dear. It sounds like you will need to speak to the Support Team where they can access the account and look into that for you. 

Pete.