Go Roaming add on

[kai23]

i had an issue regarding my add ons. when i purchased an add on, it works. then all of a sudden i cant access through internet but i still have 14.5gb go roaming to use. please help, any advise will be appreciated. 

[angie157]

Same issue here... my husband is travelling and he has been encountering connection problems in the past few days. Also on Pay As You Go "Go Roaming" Add-on, still have 12.9GB left roaming allowance. He connected successfully in Switzerland and Luxembourg. But then when he entered Belgium, and then now in Netherlands, he can't access to internet. Please help.

[PeteG]

Hello. 

Which pay as you go addon pack did he purchase, and when? Does his calls and texts still work? 

Pete. 

[angie157]

Hi Pete,

Thanks for your response. He purchased 15GB Data Add-On on 18 May 2025 (Order number 525876469A). He used some data in Switzerland and Luxembourg. But could not connect to internet since he entered Belgium on 21 May, then now in Netherlands still can't connect. The plan shows 12.9GB left, expires on 17 Jun 2025.

He doesn't need to use calls or texts so don't know if they work.

He ensured mobile data and roaming settings are turned on.

Your soonest advice will be much appreciated.

Thank you!

Angie

[PeteG]

Using a call or text would allow you to determine if roaming is actually working in the destination network. 

The entire allowance of a data pack or addon can't be used while roaming. Only part of it can be used. I'm not aware of there being a 15GB plan. The £10 pack is 40GB, and that has 6GB of roaming allowance. Once that 6GB is used, it won't work any more. It's worth checking the data pack out to see what was taken. You can check on the phone in the network usage tracker to see how much roaming allowance has been used recently. 

There are additional addons available, and those can boost your roaming allowance. There's a thread about PAYG roaming here on the Community, you can check that out for more details.

Pete.

[angie157]

He purchased below which includes "GO Roam" up to 15GB.

15GB Data Boost
15GB extra data for 1 month
Go Roam up to 15GB inclusive
(You can find the product with this webpage (choose "Pay As You Go"): https://www.three.co.uk/support/bills-and-contracts/your-monthly-plan-and-usage/more-allowance)

And also, can you confirm if he can make calls or texts without extra charge? He is not in the UK now.

[PeteG]

Ah, if that is active, he should be able to use it. 

I'd recommend having him double check that the addon is indeed active. He can make calls back to the UK without additional charges if his add on is active. If he's unsure, he can make the call anyway as long as there's no credit on the account, as PAYG users can't be charged without active credit being present. 

Pete.

[angie157]

Hi Pete,

We checked and the add-on is active. This is really a bad experience, we paid and can't get the service. While travelling aboard we really need the internet connection. Is there a customer hotline that we can call?

Hope this can be fixed very soon. Thanks.

[PeteG]

If you're calling from abroad, the number you'd call to reach the team is +44 7782 333 333. The team will do their best to figure it out. 

Pete.

[JonathanB]

Hi @kai23,

I'm sorry to hear you're having some trouble with your roaming data. I'm not clear from your post if we're talking about PAYG, or Pay Monthly. This sort of issue may be better addressed by getting in touch, but happy to help here too as far as I can.

Which country are you visiting, and what error(s) are you seeing when you try to load webpages or use online apps?

Thanks,
Jonathan