Cancel Go Roam Add Ons

[AshKoopa]

Hi all,

Am off to Spain tomorrow so wanted to add a Go Roam EU pass - went through the app, added to basket and then submitted, but was left with a blank white screen that didn't move. Eventually closed the app and tried again - same thing happened. Went to the Three website and was able to do it there, but was then taken to my order page showing 3x Go Roam packages.

I'm only travelling for 4 days so 2 of these packages are no use to me. I've seen on Google that Add Ons can be cancelled, but can't see how. Contacted live chat and they said can cancel, but not refund the charges.

Is there a way to cancel and refund? I feel that the app let me down and I've had no emails or texts to confirm I've booked it, so could have added indefinitely without knowing.

[Canal62]

I’ve just had the same issue. Tried to get 7 day add on for EU roaming on 23June, while waiting to go across to France at Folkestone. White screen, no notification on text or email. Got over to France and ordered the 7 day pass no issue. Today 30 June, ordered 3 days EU pass for rest of my holiday, that went ok bit noticed a second 7 day pass. Phone customer service, told me known problem, Three know about it and escalated it to technical team to see what’s going on. No idea when I’ll get my money back. So I’ve paid £29 when it should be £17. I’m out of contract now so hen I get back to UK I’ll have another go then I’m off to another network 

[DorisSoris]

Hi I have this exact problem - the roaming pass not showing up in the account, no roaming becoming active and no text message received.  Customer Services have been incredibly unhelpful and told me 4 different things . It has taken hours and I still have not had it resolved.  Interesting to see other people have this issue with the app - surely they must refund 

[Jayada]

I have the same issue but the call center said can’t be cancelled. And it will show in my next bill.

[DorisSoris]

Same here - really has put me off Three as the app didn't show any purchase . 

[AshKoopa]

Hi @JonathanB - it was a case of having 3 lots show on my account (so 21 days total across 3 passes)

Called customer service and they've agreed to credit back the 2 passes onto my next bill 😃 thanks for the suggestion and help!

[Blank]

Hi,  I'm facing the exact same issue. Did you call the normal 3 support number (333) because I feel like they're constantly trying to redirect me to live chat 

[JonathanB]

Hi @Blank,

The team on chat and over the phone have the same processes in the vast majority of situations.

Are you having trouble reaching an advisor about this issue, or were you referring to a prior experience? 

Thanks,
Jonathan

[JonathanB]

Ah I get you now. I jumped to a conclusion as there's a couple of different sizes of add on, including a 3 day option. Glad to hear the team helped sort this for you.

[Anonymous]

Call customer service. They should be able to sort it for you. I suspect you may be offered either a bill credit or calling credit if you’re payg. Not an ideal answer for you but I suspect that’s what you’ll be told. 

[Jayada]

I did but they said can’t cancel and will be shown in my next billing.