Unable to add Go Roam or any add ons whilst abroad

[dph14]

Tried purchasing Go Roam 7 Day European pass at the airport prior to leaving as well as whilst abroad on WiFi but both the website and app did not allow me to add this to my basket. The website would just refresh but not add it to the basket and the app showed no basket after I added it. Customer services chat keeps closing down as they are too busy. Struggled to get through over the phone unless I chose upgrading my phone as an option. On both calls, I was told this would be looked into by the back office team. Customer services were also unable to add this on for me and I have also been unsuccessful doing so on a laptop or online using someone else’s device.

I am now 2 days into my holiday without the ability to purchase a roaming pass and thus not being able to use my phone without WiFi.

Any help would be appreciated as customer services have not been helpful and do not see this as urgent.

[PeteG]

Hello, dph14. 

It's disappointing to hear you're having issues getting the Roaming Pass. Since the support team are also having the issue, it sounds like the issue might relate to an account issue rather than a My3 issue. Hopefully that's something the support team can resolve soon. 

As this is a customer forum, there isn't any checks or diagnostics that can be completed here, however you mentioned you haven't been able to use your phone while there. Roaming Passes do not enable roaming on your phone, they just cover the cost of roaming so that you don't have a daily charge for doing so. If you want to use your phone there, you can simply start using it and the system should charge your bill for the daily amount. Keep in mind, if you have a spend cap in place, you'll need to lift it in order to let the system charge your bill.

Pete. 

[dph14]

Hi Pete, thanks for your response. Unfortunately I do have a spend cap in place, and ordinarily I think you would be right to suggest lifting it… however neither me nor the several call handlers I have spoken with have been able to amend the spend cap either. This has left me in the rather unfortunate position of being entirely without usable data, texts or calls halfway across Europe.

I got passed around to five call handlers today including a complaints handler (that I didn’t ask for, I was being both relaxed and fair, and made no request to complain) and a technical specialist. Again I was told it would be passed to the engineering team to look into, and it was even suggested that I buy another SIM card with a foreign supplier…

I’ve had an extraordinarily disappointing time with this situation and feel, unfortunately, as though little effort is being made to investigate with any earnest.

[KateS]

Hey @dph14,

I'm really sorry to hear you've had such a disappointing experience while abroad.

Has our teams got back to you at all, since posting? Was a complaint raised on the account when you spoke with the advisor from the team?

I'm keen to help,

Kate