phone being suspended while abroad

[dearestalex]

I just received the following text:

Our records show you've been roaming in our Go Roam destinations for 2 complete months or more and are in breach of our fair use policy.

Unless you use your phone in the UK by 23/05/2025, your roaming services will be suspended.

Visit 3.uk/a1912g1 for more info. Or, for ways to contact us go to 3.uk/a1912c1

---

I believe this means three are about to disconnect my number for receiving texts and calls.

I'm regularly outside the UK for a few months at a time. When I'm abroad I use a local sim for data but keep my three sim on in case someone texts me or calls me.

I need to be able to receive texts for things like verifying bank transactions and logging into HMRC etc.

I'm not sure I can transfer those to a non UK number temporarily. Would also be a disaster if my local sim stops working.

I can't easily transfer my number to another provider as I'm not in the UK to buy and activate another SIM.

Any suggestions?

[dearestalex]

Just in conclusion I'd say the moral of the story when travelling is always to carry a spare SIM when travelling, even a Lebara or other provider top up SIM which costs nothing to keep as a back up.

[PJG2025]

I got this message today as well and much like you both, my number is a lifeline to all of my accounts. Ironically I couldn't even talk to support or log onto this forum without a text message! 

I spent an hour on chat with someone who ended it simply with - get back to the uk there is nothing else that can be done and your number will no longer work when you're outside of the UK.  Well, I can't get back to the UK. 

Then I called and spent an hour on a call with someone who wasn't aware of any of this, then after checking with their team, seemed to know more and tried to sell me a new plan. 

I'm currently on the pre-2021 all inclusive plan (are you both also on that plan??)

The sales person said that if I change my plan to a new one with 28 or 56 'roam passes' , that the fair use policy of not being out of the country more than 2 months doesn't apply. Instead, they just look at the number of passes you use and  you can buy more of them when you run out.  So this could be a solution even if it's expensive.   To the support team:   can you please confirm this ? 

Urgent - your customers are about to be cut off! 

Please your customers are stressed!!  This is urgent!!  I can't talk to support without a text message ironically.... or even add this message!!!       Help us!!! 

[dearestalex]

Sorry for the slow reply. Luckily I happened to have a Lebara SIM in my phone that I had used as a second SIM for data on a tablet in the UK. I wasn't sure if it would work as I hadn't used it abroad before. I popped it in my phone and topped it up and it works. It can receive texts.

So I just spent half a day switching all my accounts from my three number to my lebara one and it will be good by to three. I think I have been a customer for 10 years and this is how they lose me 🙂

[a321]

Hi, I'm not on a pre 2021 plan but I am at the point of my contract having just come to the end of its fixed term and only last week spoke to Three to discuss what was best in terms of contract moving forwards. I didn't make any decision.  

Regarding the conversation with them yesterday, I asked what solution they would have considering how vital as for everyone in the world it is to have use if necessary either for emergency or receiving 1 time pass codes etc. I did not get any response other than you have to return to the UK. So interesting they had suggested this new plan for you with roam passes.

I would also add that I'm shocked also with the lack of notice they have given which is a matter of a couple of weeks. In all the years I've never heard of never being able to use your phone. May cost extra money to receive or send a text or pick up a voice message but never to be just cut off completely. Quite irresponsible.

I look forward any responses.

[dearestalex]

I haven't even bothered to try and get through to customer services after waiting in a queue for ages the first time. I luckily had an old lebara SIM in my bag which works..  so I'm leaving three for good (happily).

[PJG2025]

....and I read the terms of what they were trying to sell me - I'm positive the sales guy didn't know what he was talking about because it is no different, so I don't know who to believe after so many hours on calls with them. But I'm not signing up to a new two year contract with such unclarity.  Stressing their customers out. Shameful. 

[a321]

I am in the same situation and received the same message at a similar time to yourself. Having been onto Three they seem to not care as to the kind of mayhem this causes along with emergency situations that can occur. I hope they reply to your message to clarify everything for many people left in an impossible place.

[dearestalex]

Luckily I had a spare lebara SIM in my bag that I was able to top up and re-activate so I'm switching all my accounts to that number and good bye to 3 (from a 10 year or so customer).