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Roaming charges whilst data roaming turned off
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on 09-12-2023 05:16 PM
I was on holiday in the US last month and had data roaming turned off before I even left the UK. At no point did I turn my data roaming on. Three texted me randomly at 3 points during my trip saying hello and welcome to the USA, outlining the costs associated with using my phone whilst in the USA. These texts were not telling me I was using my data, just letting me know I could. I've just received my bill to find I've been charged 3x £5 plus VAT for roaming services whilst in the USA. I can see on my bill that these supposed usages were really tiny amounts of data, <10MB. When I tried to dispute these charges, stating that I had my date roaming turned off the entire time, I was told there was no way the system could be incorrect. However, clearly, the system is wrong if I can be charged tiny amounts of data usage whilst my data roaming is turned off. Please can you advise what I can do in this situation?
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on 10-03-2023 07:15 AM
That is indeed bizarre. I think Three's system itself doesn't really know what it's doing - my latest interrogation of the data usage shows some of these GPRS snippets as included and some not.
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on 10-02-2023 09:19 PM
One other additional interesting fact is that my daughters iPhone 14 Pro didn't show this issue although my wife and son's did like my phone. We all have Three SIMs on the same monthly contract and all turned off data roaming in the USA.
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on 06-13-2024 06:13 AM
Same here in France and Greece this year on iPhone 15 with eSIM. Did any of yours have eSIMs?
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on 06-13-2024 09:20 AM
I was using an Airolo Esim - spent 28 days in New Zealand and three managed to think I’d used data just on 2 random days (for minuscule amounts).
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on 10-02-2023 09:16 PM
The support case was immediately closed with text:
"closing case as there were no billing error found please manage customer expectations as per the notes mentioned in the interaction."
This actually feels quite rude and there was no opportunity for me to challenge, re-open or respond other than getting back in touch with Three Support. I'll do that again when I have enough time to go through the process.
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on 10-01-2023 02:44 PM
Had the same issue while roaming with Data Roaming always off.
Several daily charges in USA during business and leisure trips in last few months and also on business trip to Germany. I turned Data roamign off on my iPhone 14 Pro Max, but didn't turn the primary SIM off since I wanted to receive (but not send) texts, since many services use text for login auth codes.
Before a few months ago I wasn't seeing this issue.
It has also happened on my wifes and 2 x grown up kids phones for our latest holiday in the USA we just returned from.
Three online chat support was not useful and just re-iterated Billing system is correct, so I asked them to raise a support request 9which will take 48 hrs to respond).
I've worked in mobile comms as a SW architect and the like for many years so am confident about phone settings but wonder if iPhone software might be an issue here, since in each case I was noted as using 0.9KB for the entire day of a roaming data charge only. I wonder if there is some message being sent by the iPhone over data periodically which bypasses the roaming setting (i.e. uses the wrong data path).
What phones have other being using when seeing this issue?
Once I get a response to the support case I'll share the update here.
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on 04-26-2024 03:36 PM
Same thing happened to me. Raised a case. Got a text saying no error. Case closed. That was the extent of it.
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on 08-13-2024 06:13 PM
Exactly the same for me - raised a case and they closed it with the same outcome. Three have a problem they are not acknowledging so I’m off too!
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on 08-14-2024 11:19 AM
https://community.o2.co.uk/t5/Pay-Monthly/charged-for-roaming-when-roaming-is-off/td-p/1622474
https://forum.vodafone.co.uk/t5/Archive/Data-Roaming-Off-Still-Charged/td-p/2547507/page/2
it seems a well known problem with all providers 🤣
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on 08-14-2024 12:00 PM
I didn’t realise other providers have the same issue, which makes this scandalous that we customers are getting ripped off by their inadequacies in their billing systems. Must be about time the Regulator clamped down on this ‘money making scam’ which the providers seem to be ignoring.
