80% and 100% roaming text incorrect?? Love chat less than useless!

[roamymcroamface]

I arrived in Spain yesterday, an hour later I received a message saying I had used 80% of my 12g allowance! Almost 10gb in an hour is very very impressive network speed! (/s)

then today after being here a day my partner received the 80% message, 20 minutes later then got a 100% used data message. Again 2.4gb in 20 minutes sounds good, but not realistic?

so I can only imagine these are errors?

love chat disconnected me three times and my partner twice so far with no answer, like nothing at all, just disconnected after verifying account. Posting here in the hope something can solve this!

I see there are some similar posts but they seemed a while ago,  long enough that I would assume it would be either fixed or a messages sent to effected people if it isn't fixed?

Partner and myself very nervous about having mobile data on now.. like being scammed out of not using it or something??

[Geluk]

It may well be the many apps on your phones just updating themselves. You need to disable that setting. For contacting Customer Service, use Direct Message via social media; in week they're there till 8pm.

[CO]

same issue here. received the text saying that I used 100% of the 12GB allowance within 6 hours of arriving in Europe. I have since been able to add up my data usage and the total on the first day came to 0.11GB. 

During my holiday I contacted support team twice plus also had an investigation started, the answer on all occasions was that there was no error and that I had used up my fair data allowance, and the only solution offered was to buy the daily £5 data passport add on. I have contacted them again after my holiday and they finally admitted that this "may have been" an error.

Reading through the other messages on the Three community board it is clear that this issue dates back quite a few months and that they are quite aware of this but have no interest in resolving this and have customers buying the daily £5 roaming add on instead. Please make sure you contact Three to get a refund on any add ons they sold you in error. 

can't really say what the best option is if you are still abroad now. I ended up using wifi only and then buying the £5 data passport add on for the last day when I knew I had to use google maps and check train times. They have since reluctantly agreed to refund the add on as a "good will gesture" 

[JonathanB]

Hi @roamymcroamface, @CO,

I'm sorry for any disruption that has been caused by these messages. I've just received an update that the underlying issue has been resolved and no further incorrect notifications should be going out but please let me know if you notice anything like this happening again.

Thanks,
Jonathan

[JonathanB]

Hi Everyone,

We've received a few more reports of similar issues so have reopened the investigation into this. Please let me know if you're seeing any incorrect notifications whilst abroad.

Thanks,
JonathanB

[Laurie]

Having this problem for the second month running. Last month my phone was on airplane mode and when I turned data back on I got both the 80% and 100% messages at once. Now today I’ve used less than 2gb (checked both my phones settings and the 3 app) and just received the message I’ve used 80% of the 12gb

[JonathanB]

Hi @Laurie,

I'm really sorry, when we received the update that the issue was fixed, it looks like there were still some instances of this issue. It should now be resolved though. When did you receive the last message?

Thanks,
Jonathan

[tromans]

Honestly - I can see only blatant lies by the Three folks on these forums - this issue is clearly not resolved and yet they still say that it is.  So, I thought I'd drop a reply here with our experience today on this.  We've been in France since Wednesday and dropped into Canterbury Three store on Tuesday before leaving to pay the £20 roaming fee for two members of the family.  Both family members got the 'used up all your roaming allowance' texts today.  Firstly, the staff in the Canterbury completely failed to tell us about the 12gb fair usage allowance - Fail 1.  Secondly, both members are clearly nowhere near the 12gb limit - Fail 2.  The text messages (screenshot'd for evidence) both contain completely false surcharge statements (17p/mb instead of contract/website quoted 1p/mb) - Fail 3.  I called customer service from France today on behalf of both family members and as a result of a heated conversation where I made it clear I was not leaving the call until I'd spoken directly to the complaints department, both £20 fees are being refunded and I have been told that if any extra fees end up on either account due to their false, incorrect, misleading messages, Three will cover the costs.  I ensured that the call was being recording and got the customer service person to clearly state what he was promising just in case this ends up with legal action after our return.  So - in summary for anyone reading this.  Three have known about this problem for several weeks now and clearly haven't fixed it, are trying to charge people extra.  Be VERY strong with customer service on the phone - ask to be put through to complaints and don't stand for the "we'll escalate and get back to you in 24/48 hours".

[Katekar]

This is not resolved. I am still getting wrong messages. The app also shows that I have used 80% of my data and a few days before my data resets, it shows I haven't used not even half of my data. This is fraudulent to make us buy more data

[JonathanB]

Hi @Katekar,

We've not had any replies on this thread for around 9 months, and I've not spotted any recent topics about this. But I'm sorry to hear you've been experiencing a similar issue.

Just to confirm, are you referring to your overall monthly data, or the 12GB fair use policy for using your data abroad?

Thanks,
Jonathan