Roaming passes disallowed roaming

[Travisty]

I purchased a few 3 day ATW passes to use in Australia.  I had to call customer services to confirm they had been added to my account because nothing showed on my account page, I was assured they were added and I could see the extra charge on bill.

Fast forward to actually being in Australia and try as I might I could NOT get my passes to work.  I kept getting messages that my spending cap would not permit me to roam BUT, I had bought and paid for 2 roaming passes and had adjusted my spend cap before travelling to cover the costs.

I am in contract and have a Direct Debit set up.  The 1st pass became functional after the DD had gone out, that would be fine except only Data worked, I was unable to make or receive calls or texts.  This is more than halfway into my trip.  If my Roaming pass wasn't going to be available to me until my account balance was zero, why didn't the customer service guy tell me that rather than confirming the pass was set up showing on my account.  I have returned with what should be another 3 days remaining unused but there is nothing on my account to confirm this.  Why didnt I get what I paid for?

[JonathanB]

Hi @Travisty,

I'm really sorry to hear about your experience. Based on what you've described, it sounds like you may have had a credit limit set to either £0 or a lower amount than your monthly bill. I'd recommend to discuss this with customer services, and ask them to check that your credit limit hasn't been set to an incorrect amount, and if this is the case that they take this into account given that you purchased passes that you weren't able to use.

It's not completely clear why this would prevent calls, it may be worth checking our device support pages or 4G Calling Abroad  out to ensure that your phone is supported for 4G calling abroad, as Australia has shut down their 3G network already.

Please let us know how you get on.

Thanks,
Jonathan

[Travisty]

Thanks for the reply.  I checked several times before travelling and didn't have a zero or low spend limit set, it was in fact set at an overly generous £45 just to be sure. I had no similar problems back in March 2024 when I did the same.

Since returning, Ive reset my limit to £7 to reduce the risk of being recharged for the passes again.  That was 3 days ago,

I've had a text today to tell me my new billing cycle has begun and I have a refreshed data roaming limit of £45.  Sounds like Three need to catch up.

[PeteG]

The credit limit that was being referred to by Jonathan is not the spend limit. It's a sperate limit that can't be controlled by the user. Changes to that limit would need to be requested through the support team. 

The Data Roaming Credit limit mentioned in the message you mentioned is also a separate limit from the normal credit limit, and from the spend limit, and again can only be changed by the support team. It doesn't sound like it was the cause of the issues you were having though. 

Pete.