Go roam add ons

[cloutust]

Just went on holiday to Greece (Corfu), my mobile data was turned off, I used wifi to go on the app to attempt to purchase a seven day go roam EU pass. The app wasn't working properly and kept crashing. I attempted once, and nothing happened, I attempted a second time and the next day got one text message confirmation so off I went with my pass using my data.

I received my bill and I have been charged for two seven day go-roam passes - even though I never got confirmation for the first attempt.

I then got two separate charges for using data outside of the EU on June 11th (hilarious). On this day I was on a moped tour around Corfu and two customer assistants were trying to tell me I was on a boat...I was not on a boat. They have now opened an "investigation" and will "adjust my bill accordingly". I asked them "well what if they still state I was out of the EU when I wasn't and I get charged?!" and they said just to wait to see if the bill gets adjusted or not...

This is the second time I've had go roam issues with three mobile within the last year, for both international and EU. My contract has just ended and for this reason as soon as the billing issues are sorted i'm leaving. The app is crap, and the service is crap.

To add, because it's quite comical - I got a text message whilst I was far inland on the island, in an abandoned town in the hills saying "welcome to Albania etc etc".

What annoys me, is not only the money they try to wrongly take, but the time and energy it costs people to chat online or on the phone. I was cut off once on the phone and twice on the online chat which I made sure stayed connected on my end.

If you google go roam issues with three there are complaints everywhere.

Also its ridiculous the amount of times in the UK my phone shows full signal and 4g or 5g and it doesn't work.

[PeteG]

Hello. 

It's understandably frustrating to have issues with charges while roaming. 

That said, it's important to remember that when outside of the UK, phones will all operate the same way, regardless of what your network provider offers in terms of roaming benefits.If you have automatic network selection enabled, the phone is going to talk to any networks in range, usually the strongest one, but not always. If you have International Roaming active on your account, (which in this case would make sense that you do since you want to be able to use Go Roam) the networks your device talks to will then talk to Three in order to ensure you're allowed to use their network. 

In this case, it sounds like your phone connected to a network that's in a country that is not a Go Roam destination. It sounds like allowance was then used while on that network. This isn't a fault of the system, or Go Roam, and is the behaviour that would be followed by all networks. 

Your account has settings that can help you in these situations, such as spending caps, and credit limits. Those can be used to help you protect your self from accidental charges. Your phone also has the ability to allow you to choose the networks that it connects to, preventing it from choosing for you. You can do this by turning off Auto network selection, and selecting a network yourself in stead. The spend controls within the account are generally what I'd recommend, but if you'd like something to fall back on, or don't want to set a limit on spending, this would be another way you could protect yourself from accidental charges. 

Pete. 

[Belro12345]

Okay dokey Peter. I realise charging is done by Some networks. Basically I need a Yes or No answer,I'm going to Greece have a full package here in UK, Everything Paid for. Still got 12 months on my contract. Do I need to pay more money to use my phone Properly in Greece. ? Cheers 

[PeteG]

You will be able to connect your phone in Greece as it's one of the Go Roam EU destinations. Some plans include Go Roam passes as part of the bundle, I'm unable to determine from here if you have that. If you do, you will be able to use your allowances while there, and will be covered by the Go Roam EU Pass. 

If those aren't in the bundle already, you can buy Go Roam EU Passes in the Add On section of the App. Alternatively, you can leave it and the system will charge you £2 per day for using allowances while there instead. It usually works out a little cheaper to buy a bundle in advance. 

You can find out specifics about what you can and can't use here: https://bit.ly/3dGuSlP

Pete.

[Belro12345]

They will eventually sort it out hopefully. They did fix mine after two months!!. We go to Corfu often,Yes Albania is very near and all the Networks pick this up saying Welcome to Albania although I have never been.