Go Roam in Europe Fair Use

[DuncanB]

In Three's FAQ it says "In our Go Roam in Europe destinations, you can use up to 12BG of your data allowance. Any usage over this fair use limit but within your allowance is subject to a surcharge."

I can't find anywhere any more information about this surcharge. I'm going on holiday soon and last time I was abroad the fair use limit was 16GB which I managed, just, to keep within. If I go 3 or 4GB over the 12GB how much is that going to cost me? I have an unlimited data contract.

Also, is there a way to keep track of how much Go Roam data I've used while abroad? The three app won't tell me how much of my allowance I've used because it is unlimited and my phone will give an indication of data I've used in the past month but not whether it was roaming data. 

[KieranK87]

If I have exceed the 7 day European roaming allowance can you just go and purchase another one? 

[MichaelP]

Hey @KieranK87,

Thanks for getting in touch.

If you've purchased a Go Roam 7-day pass, you can purchase another one if you require further access after the initial 7 days.

Thanks,
Michael

[cgkhive]

I've wasted a minimum of 3 man days on chat (being asked so many mundane irrelevant questions to waste time) and speaking to complaints department.   

While abroad, I was told I had used my 12GB fair usage roaming allowance.  My wife the same.  Three were unable to do anything until the next bill came out.  That showed we had used about 6GB and 2GB from memory.  And I was going abroad on another holiday so needed to have it resolved.

Three told me the over-reporting was a known issue, and I should reset my phone stats then monitor and as long as the Roaming stats were less than 12GB, I would be fine.  Sure enough, I got an SMS saying I was 80% through my 12GB monthly allowance.  Yet my accurate roaming data usage on the phone was only 2.2GB.  I think this sits close to fraud, telling people misinformation so that they stop using their phones and Three saves any costs for roaming data - do you agree?  

This remains unresolved with Three

[StephR · Accepted solution]

Hey Duncan, sorry you've found this a tricky one to answer. If you have a look at your price guide, you'll find the relevant information on page 21/22.

"If you have a data allowance greater than 12GB, you can use up to 12GB of data each month. If you use 12GB and still have remaining data allowance available, you can continue to use your data, but this is subject to a surcharge - currently 0.3p/MB."

You should receive a text when you've used 80% of your 12GB Go Roam allowance, and another before that surcharge starts to apply. 

Hope that helps, and that you have a brilliant holiday 😎

[cgkhive]

On the price guide, no idea which applies to me. I pay monthly and moved to Three in March 2023. There is “Essentials” and “Advanced” packages.  My package is “Standard SIMO 120GB”, so which applies to me?

and it seems my Go Roam pass is invalid now as I’ve received an SMS to say I have used 12GB. All pretty rubbish end user experience for me, very sadly. 

[JohnD]

Hey @cgkhive

Totally appreciate the confusion here. In case this still isn't resolved I'll send you a PM to get you in touch with some colleagues that can help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
John

[cgkhive]

So many times I have done that. Did again today and first 5 agents dropped the chat - either that or the Three system is worse than I thought. 
Email address for Robert Finnegan would be super helpful 

[cgkhive]

I have the same problem. Currently in Greece.  Got a text saying I’ve used my 12GB roaming allowance. But in 15 years, I’ve never used 12GB total, so how can I have used it in 1 week?  And on Three app, it says Ibhave 115/120GB left in the current month, so I’ve used only 5GB. 
iOS, the data roaming Go Roam pass I bought sounds like it is worthless as the £2/day would now allow me only to send SMS and calls (being aware that I would likely be charged for any data use that the phone uses naturally, at 5p/MB. 
please tell me this is not the case as I regretting moving away from Vodafone right now. 

[MikeP1]

This just happened to me. BUT the 80% SMS arrives seconds before the 100% SMS. This gives customer ZERO opportunity to modify behaviour and immediately incurs additional costs as streaming etc continues before you have time to stop roaming. Yes you can set additional charges to zero, but with a proper warning system we can act like adults and regulate that last 20%.

This is a bad process and considering leaving 3 after 10 years because it’s so broken.