Roaming - Joined before 2021

[JonnyTech]

I joined three before 2021 and my account has not changed or been upgraded. Have arrived in Europe and received a rate advice text message telling me that my UK allowance applies here and that I do not need to pay a daily charge. But trying to make a UK call takes me to a pre recorded message telling me that I have reached my spend cap. This has never happened before. Is there a glitch? What can I do? There does not seem a way to raise a ticket. Thanks in advance for any help.

[JonnyTech · Accepted solution]

Thank you for your replies. Sorry, I should have provided more details, here they are and the solution:

It turns out that the tiny, tiny country of Monaco (2.08 km2 / 0.80 sq mi) on the coast of mainland France is not considered as being within Europe but it is "Rest of the World" according to https://www.three.co.uk/support/roaming-and-calling-abroad/roaming-abroad/roaming-destinations

Although my phone with a Three SIM automatically connect to the Monaco Telecom network, when I set it to manual selection and chose a French network then it worked correctly.

Bizarre that it was not part of the Go Roam European destinations but that was the issue.

[JonathanB]

Hi @JonnyTech,

Thanks for coming back to update your thread with the solution. We really appreciate this. Yes unfortunately Go Roam in Europe doesn't cover every destination that's geographically in Europe. Roaming agreements have to be negotiated between Three UK, and the providers in the destination you're visiting. So our Go Roam rates aren't always possible depending on the underlying commercial costs to provide roaming in a destination.

If you need to check whether a destination is covered by Go Roam in Europe, Go Roam Around the World, or Go Roam Around the World Extra, or what the rates are for any other destination, you can look up any destination on our Roaming Support pages here.

Thanks,
Jonathan

[PeteG]

Hello.

Did you make the calls with the +44 prefix before the number when calling back to the UK? 

Pete.

[tarantella]

Perhaps set your spend cap higher ? 

I'm not saying that you'll be charged, but that might sort the glitch ???

Also, you could double-check via Live Chat that your credit limit isn't set to £1.

But, perhaps the moderators here might have more insight than me ??

Hope you get it sorted.