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Roaming charges whilst data roaming turned off

bcracknell
Fledgling

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? 

207 REPLIES 207
cinone
Fledgling

Very worried...Data off meaning Settings>Mobile Service>Mobile Data set as Off or Data Roaming set to off?

HD1983
Active

I was told I have to wait for the bill to be printed and then raise a case. I see this as a fault on their network - doesn't happen with Voda or O2. I received another message today - with a fee for 690 kB data even though the data roaming in the 3 SIM is off and - it's normal data on 3 SIM has also been off prior to departure! Shouldn't Three just have an automatic refund system in place due to this prolific error? 

HD1983
Active

And again - so every time Three text me - they charge me the daily roaming fee for data. Even though my data is turned off since before departing the UK- and data roaming is turned off for the Three SIM too. And every time - the charge is for data. This time 566 KB. Somehow - even with data disabled on the SIM and data roaming deactivated - I'm being charged at the same time every day for a few on of days. An O2 SIM with the same settings - no issue and no transfer of data or charges. This is a Three Network issue.

slbarron23
Regular

When I told them the charges were when the texts were received, they told me I was receiving the texts because I had already ‘used’ the data. Which seems to be true, however they can’t explain how the data is used with everything turned off. They really don’t care. I emailed the CeO office too and nothing. I wonder if telling the Martin Lewis team would be beneficial 

HD1983
Active

Can't they put the amount into query? I'll be calling them over the next few days - and suggesting they provide specific evidence of use

portobello
Regular

thats what i did and got the full amount refunded

Jnet80
Regular

Thank you for letting me know that it worked for you. We shouldn't all have to be going down this route. 

HD1983
Active

Hi everyone - this is still an issue - and not just on iPhones. So my scenario is - Android Motorola. Dual SIM. Data roaming in 3 SIM turned off before flight - and data for the particular SIM Disabled entirely on device - so only the other SIM - the work SIM used for data. 3 SIM onto to be used for calls. Immediately after landing and turning on device in Sweden, the 1kb data exchange in three network triggers daily go roam 2 GBP charge. I didn't buy a cheaper go roam package as I didn't expect to use the 3 SIM for data roaming or calls. Only for receiving SMS. Two hours later - randomly another 600 kB data exchange on 3 SIM. On the phone - all data including data roaming disabled on Three. I know all actual data is being charged to other work SIM and I can see the stats on that (1.2 GB a day) . Customer support sya I have to wait til bill to be produced to dispute. Also that the cause is turning off flight mode at the airport - which has a special mast apparently which causes the 3 SIM to check in regardless. I know this is now wrong has 600 kB was exchanged according to 3 2 hours after I left the airport. Data for the 3 SIM and Date Roaming for the 3 SIM all set to off before I left the UK and remain off. Sounds like this is going to be a messy situation based on the other posts on here. Anyone else have any further advice? 3 customer service - any news on when this will be resolved? Customer service have left notes on my account - but it looks I will be charged roaming on 3 daily even if I don't use it - and what's triggering it is data roaming when it's clearly disabled in the 3 SIM? Thanks 

Klaud
Fledgling

Same issue here. Roaming turned off but was charged for the duration of the trip. 3 are refusing to budge

Klaud
Fledgling

Update: Wi-Fi assist stays turned on after roaming has been turned off hence the charges. On iPhones it's under Settings > Mobile Service > scroll to the bottom > Wi-Fi Assist