Exactly the same with ours, no explanation to why it’s been free for two years!
Make a proper complaint, not just chat agent waffle. This is the final answer we got below & complaint was closed by Three….
1. We upgraded by phone call 20 sept ‘21, confirmed on chat by agent, but due to billing dates (2nd & 18th of month) it’s classed as after the cut off date (not customers fault/we can’t determine our bill date!) so therefore not eligible.
2. Two year contract expired oct ‘23, so therefore the roaming has expired, even though we understood that it was a rolling contract until we upgraded or Three notified us that they could no longer continue with plan, this never happened!
So basically they will make up anything to get out of giving you roaming to suit! They tried to offer money off charges to ‘resolve’ the issue, but we refused as it isn’t resolved and won’t be paid off!
We have requested all 3 accounts PAC codes & were promptly contacted to try to keep our custom as ‘valued customers’, again refused their offer, not a bad offer, mainly out of principle!
Take a look at ‘Three Your Way’ plans, this gives a limited amount of days roaming which may suit you, but request your pac code which hopefully they’ll offer it to you at a good reduction rate like us!
