PAYG random data charges while (Go) Roaming

[chasr]

I’ve had PAYG, with included Roaming (Go Roam) for a few years. Never had any problems but for the past month or so, Three has started randomly charging for data, both in Europe and the USA. I’ve always kept £10 credit, in addition to the normal monthly debit. I raised a query last month, but it got dismissed without explanation. Anyone else have this problem?

[jaelke]

Just had a text from Three admitting that some customers have been charged in error for some data roaming since they upgraded their Go Roam system on 8th Sept. Since returning to the UK, I’ve had another ‘good will’ credit applied to the account, but I wish in future they would be quicker to recognise the problem was a technical one with their system rather than insist the charges were correct because I must have logged on to a maritime network (despite being inland) or crossed into another country (whilst in Australia and NZ!).

[JonathanB]

Hi @jaelke,

I'm sorry to hear that you were in touch about this issue and the charges were incorrectly identified as valid when you spoke to the team. Glad to hear this has been corrected, and we apologise for the disruption this caused.

Thanks,
Jonathan

[jaelke]

Because of the issue,  I have had mobile data switched off as much as possible.  The charges  occur on some (but not all) occasions when mobile data is on.  For example, today at 17:22:46. I used 481 kbytes, which was included, but a fraction of a second later (17:22:53) I used 13368 kbytes but was charged for it! The problem only seems to have occurred since the last auto-top up, although that might just be a coincidence.

[chasr · Accepted solution]

I think I’ve fixed mine. I simply cancelled my PAYG Auto-renew, and started another. Hey Presto, my available roaming went from 0kb to 12Gb. I’m off abroad tomorrow so will see what happens.

I note that new PAYG terms auto-renew ‘for up to 12 months’, whereas my previous data auto-renew continued indefinitely.

HTH

[jaelke]

I'm using an iPhone and mobile data is switched on.  It does not happen on every occasion, which makes it difficult to understand.

[PeteG]

If you turn the Mobil data off as well, does the issue still happen? 

Pete.

[jaelke]

I am also having exactly the same problem on PAYG, and spent over an hour on the Chat forum last night.  The first representitive had a very poor command of English, did not understand the issue and told me to remove the SIM to stop charges before abruptly disconnecting the Chat! I tried to phone (from New Zealand) but the call could not be connected. I tried the Chat again and the second  assistant was more helpful and refunded me the amount as an 'exception' but with no apologies or explanations, but when I have just looked at the account today, I am still getting charged small amounts for data every now and then. Bizarrelly, for three days running, I had charges applied at exactly 07:37:17, when I would have been on WIfi in any rate. What is going on, Three?  How can we trust you?

[PeteG]

Hello there. 

Oh, that's not so good, Jaelke. I'm unsure why that would be happening. Is your Mobile Data Roaming switched off? What kind of phone are you using? 

Pete. 

[KateS]

Hey @chasr,

I'm sorry to hear you've had unexpected roaming charges for using data while in Europe and the USA.

I'll pop you over a PM with some information on how to get in contact with a team that will be able to investigate these charges.

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

Thanks,

Kate