Incorrect GoRoam fair usage texts?

Softmint · ‎07-11-2023

Hi. I have a Pay Monthly plan which includes GoRoam Europe at £2/day. I travelled to France in June and received texts saying that I had used 80% of the 12GB fair usage allowance. When I looked at June’s bill I had only used a total of 3.7GB roaming that month and had correctly paid the £2/day charge - why did I get the 80% text, when I hadn’t even used 50%? I then travelled to France again in July, after my billing cycle had reset between trips, and again received 80% and then 100% of fair usage data used, even though I had only been messaging. This led me to purchase 2x Data Passports for the final 2 days of my trip, but now I suspect that my actual usage was well below the fair usage limit again and that I have wasted my money. I’ll find out in July’s bill. Has anyone else had this or know what might be going on?

JonathanB · ‎07-12-2023

Hi @Softmint,

We've received other reports of this issue and are investigating why these texts have triggered early. The data usage info in your Three App should still be reliable whilst we're sorting this out.

I'm sorry to hear this has prompted you to buy Data Passports that may not have been necessary. We'll need to take a closer look at your account to check out the actual usage, so I'll send you a PM to get you in touch with more help in case we can get this addressed before the July bill is produced.

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

Thanks,
JonathanB

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PeteG · ‎10-11-2024

Hello, Laney.

I'm surprised to hear you're still having the issue, as Jonathan mentioned, it's a problem that was already resolved.

What message did you receive? And what part of it isn't accurate?

Pete.

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MRDB90 · ‎07-11-2023

I’ve recently been to Spain and paid £10 for a 7 day pass. I got the 80% and 100% used texts 1 hour after landing but I just continued using my phone as normal.

I’ve since recieved my bill and everything is fine,I’ve been charged £10 and that’s it. The texts are clearly going out in error and causing panic/stress to people.