Roaming charges whilst data roaming turned off

[bcracknell]

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? 

[HD1983]

So there's two types of Cap - a spend cap - and what you say is somewhat correct there. Then there is a credit limit cap - which actually - if set at 0 - wouldn't activate roaming or allow you to roam - kind of cutting it off at the neck and preventing it bleed. Apparently this works - but a very roundabout way of doing things!

[LL63]

It’s just stupid having two caps & if I’m not mistaken one you can do via the app & the other has to be done via contact centre. It’s almost like it’s deliberately set up to catch you out. 

[PeteG]

Hello.

It's not stupid, all networks offer multiple layers of protection against over spending. Each one has a purpose and provides options to account holders in what they want and don't want. 

Pete.

[Hunain1983]

Actually - It's silly full stop. Sorry. From a user experience point of view - it's not clear at all. Let's be clear - the spend you edit in your portal - on Three Online - isn't the same as setting your bill credit limit to 0. this isn't explained to customers. And if i have this wrong - it's another example of hos this just isn't clear. Also if other networks manage to run their roaming price plans - some far more complex, without having to rely on workarounds - and treating said workarounds as final solutions - then Three should be able to as well. The problem is, in most cases, they deny the issue outright. It's only when you push and push do they admit fault. That's dishonest at best, disorganised at worst. As a value network, Three is great. As a user experience network - there isn't a worse option. They need to level in the middle. They need to do better. They need to treat customers fairly. Having a confusing policy and workaround that most of their customers don't understand or even know about - isn't the right way forward. This isn't a new issue. It's been festering for a while. So if it's not stupid - it's certainly disappointing for one of the big players to still struggle with it.

[IBR17XVII]

No you're right but what is stupid is this issue still persists after a ridiculous amount of time & it appears like 3 don't care as they are making money off it.

[NadiaYan]

Hi all,

I was away in August and September, while I had used roaming in August and paid for it respectively, I intentionally switched off my roaming in September for a month since I knew I will not need it as I had Wi-Fi connection 24/7. Three have charged me roaming charges for this month as well. I was baffled as to why I was receiving messages saying that my daily charge is £1.67. I only turned my roaming on towards the very end of the month since I was travelling back and needed the data. I have been with Three for over 8 years and I get this unfair treatment. Three please start appreciating your customers a bit more and sort this issue once and for all. You cannot have a system reporting incorrect information. I will not leave this until there is a fair resolution to the problem. Thank you!

[BlueyVIII]

After months of trying to get this resolved with no success, I've given up and gone back to EE!!

Having spent many hours on the phone/chat with 3 Customer Support during my frequent foreign business trips I have absolutely confirmed that an Iphone does indeed consume very small amounts of data (<100Kbps per day) even with mobile data turned off. However, this appears to be just enough to trigger the data roaming when abroad.

To confirm this also happens with other networks, I reset the statistics on my wife's (EE) iphone during a recent holiday to the USA and noticed her iphone also consumed this small amount of "system services" data even with mobile data turned off, but hers didn't trigger any EE Data Roaming! Once again, my Iphone on 3 did!

I think 3 could solve this very easily by just increasing the threshold at which data roaming is triggered!

I hope for all their customers sake they this get this fixed soon, but after 6 months of them not taking this seriously I ran out of patience! I genuinely think they don't believe they have an issue and it's all down to users not having their Iphones set-up correctly! When the retention manager (a very nice guy called Deepak) called me to try and convince me not to leave I encouraged him to come and read this thread to see how big a problem they potentially have! I hope he does!  

Good luck to everyone affected, but if you're reading this with a view to moving to the 3 network I would urge caution, particularly if you travel a lot and need use data on an-hoc basis when abroad!

[HD1983]

And its not just iPhones either - it's every single device. I don't have this issue on Voda, or on o2, but i do have this issue on Three. I actually took photos of my data settings turned to off - and Three did refund the charges - but it did take a lot of work. Three is a great network for value - but this is where it really lets all its customers down. If three mobile is going to be the only line you have - don't move to Three. If you have to have several lines and Three serves a particular purpose (like my case) then it's a great option to keep. But if you use it as your main line and you're moving from a network that does have great support and treats its customers fairly in most cases - you'll be disappointed with Three. I still have a few lined with Three and will keep them - but unless i need to roam with them - I'll divert all calls to another line then take the SIM out of the phone entirely prior to departure. If there was only a reliable way to forward SMS - that would make it all bearable. 

[KevinL]

Please write to BBC Watchdog as I know they are interested in hearing from people who have this problem and who have failed to get it resolved.

watchdog@bbc.co.uk

[KevinL]

This issue has affected me in the last few weeks and am in the process of trying to get it resolved through the complaints procedure - see my post below.

https://community.three.co.uk/t5/Account-and-services/0-0009mb-roaming-charges-when-Roaming-switched...

from what I can see Three are still in denial and the only real course of action is to ditch Three as a service provider at the earliest opportunity.