Roaming in Malaysia

[Anonymous]

Been a customer for years and renewed my advance plan in Sept 21. This has included Roaming in Europe and rest of the world. 
I have a potential trip to KL for 5 days and spent ages trying to get answers whether my roaming was included. The agent said it is Go Roam Around the World extra and not included. 
they said that I will be charged £7 a day extra and don’t need to do anything when I arrive and will be added to my bill. I’m not confident that I have been given the correct info

[PeteG]

I think there might be some confusion because of the advance plan. As you're on an older advanced plan taken before October 1st 2021, you can't use Go Roam Extra. You would be charged £6 per MB instead. 

Sorry for the confusion. 

Pete.

[Anonymous]

Actually @PeteG the information that I was given is correct as I followed up as a complaint after what you told me and was pointed to this info…..

1. Advanced
2. Lite
3. Value
4. Complete

Roaming not built in

You can unlock your calls, texts, and up to 12GB of your UK data allowance by:

• Buying a Go Roam pass
• Paying a £7 daily roaming charge 

Remember to set your Spend Cap to an amount that covers any daily roaming charges or Go Roam passes you may need. 

I was pointed to this by your complaints dept and there is an option to by a pass to save money for multiple days. 

can you confirm you agree with this 

[MichaelP · Accepted solution]

Hi @Anonymous,

Was it confirmed whether your plan started before or after October 2021? The reason I ask is that the information you've shared there concerns plans taken from October 2021 onwards.

When checking the roaming page online, it points you towards the price guide if your plan was taken before October 2021:

As Malaysia is a Band 3 destination in the Price Guide relevant to plans taken before 1 October 2021, £6 per MB would be charged.

This would be because Malaysia falls outside of the inclusive Go Roam in Europe and Go Roam Around the World destinations.

Go Roam Around the World Extra was introduced in 2024, so those destinations aren't included with older Advanced plans.

Thanks,
Michael

[Anonymous]

@MichaelP

So you are telling me that the complaints department now have it wrong. 
this is ridiculous they have access to my account so should know better. 
who do I believe it’s absolutely crazy 

[Anonymous]

@MichaelP 

further update, spent 40 minutes on the phone to overseas Complaints department again. 
After lots of to & fro they admitted that they had been wrong previously on the online chat and 1st complaint. I had to guide them to the relevant information. They then said I should get the 5 day pass for GATWE I explained that I could not find this add on via my account online…..

they have said it can be added to my legacy plan by speaking to customer service who will manually add this package…… I think it was £29.75 for 5 days….Still not totally Convinced but this is what I will do now. Perhaps you can confirm if this is correct?
I was also give a month’s plan charge credit to my account and they said they will raise the matter internally regarding their failings in more than one occasion 

thanks and look forward to you feedback

[Anonymous]

Getting fed up of Three, poor signal, the lack of knowledge, expertise and poor non UK customer service is beyond tolerable. 
call yesterday to add around the world extra package was met with…..No you can’t do that due to legacy plan….but you will be charged a flat rate of £7 a day….explained that I have been told by the last complaint that this wasn’t possible and previously by another it was.  What a s..t show nobody has a clue. eSIM route for safety. 
pill be looking for a new network irrespective of cost but with good customer service and knowledge 

[Anonymous]

Well my experience really shows that Three don’t have a clue and provide different answers depending on who you talk to. 

in the end I purchased data esim for £6.50 for 7 days. From Airalo dead easy to use. 
I left my landline active on Three but planned to not to use or answer. 
on arriving in Malaysia I got the roaming text from Three which said I would be subjected to a daily charge of £7 to use my existing allowances. So community guys the info you supplied is all wrong given that I have Advanced plan pre Oct 2021. Perhaps this is something you should raise as a concern within your company 

[Anonymous]

transcript 

since Malaysia is classified as a Go Roam Around the World Extra destination, your passes won't work there. To

use mobile services while in Malaysia, a £7 daily roaming charge will apply.

You: So just to clear up… I arrive in Malaysia and just use phone as normal and will be charged extra £7 a day

Agent: Yes xxxxx, you are correct.

Yes, poor advice and  a lot of confusion here and a lack of solutions such as a for long term loyal customers. 
why can’t I just buy a 5 day ARTHX pass. Seems the only thing I can do is buy 5x daily pass at expense. 
think I’ll be going down the 3rd party esim route