Roaming not working unlimited plan

[GregEdwards]

I have an unlimited plan but roaming has never worked as expected.

I’m currently on my third trip abroad since taking out the plan over a year ago. my understanding according to the automated text is that I should have 56 roaming passes annually but I always have to buy a pass package on top

I have a connection but cannot make or receive calls or texts, or data other than the automated tariff message when I got to Spain and accessing the three app. 

Roaming is enabled and I have 5g and good signal strength. I’ve tried switching to other networks too as well as restarting. And spend limit is currently set to no limit. 

[JadeF · Accepted solution]

Hey @GregEdwards 

Welcome to the Three Community page. 

You've mentioned that you believe you should be getting 56 Roaming passes, which are only available on certain plans. To check that this is definitely included in your plan, please chat with our Customer support team.

Sounds like you have done most of the checks that we would suggest from this platform, such as: 

• Check Roaming or Data Roaming is enabled in your settings. Try rebooting your phone, sometimes switching it off and on again will refresh the connection.
• Pop your phone on airplane/flight mode for a minute then switch this back off again.
• Check your My3 to see what spend limit you have, if this is £0 or you've reached the limit this may be stopping your from connecting.
• If all else fails, check for network/carrier selection in your settings. This is usually on automatic, but if you use manual you can check if any other local networks do give you service. (If you change this setting make sure to put it back to automatic when you travel to another destination, or back to the UK).

If you have done all this and no further forward, our customer support team can check that Roaming is active, and that your Data Roaming Limit, or Credit Limit aren't causing the issue, or check for any other technical issues.

Jade

[GregEdwards]

Ah. I must have misread/misunderstood the go roam details. I read "56 annual passes" and thought it applied to all pay monthly plans, not just select plans. 

I am however confused by the automatic sms I received upon arriving in Spain. This appears to suggest that I should be able to roam Europe for £2 a day 

Welcome to Spain. We apply a charge of GBP2.00 to unlock your UK allowances to call/text the UK and Go Roam in Europe destinations and go online for 24 hours from first use, subject to a fair usage limit of 12GB each plan month. Using more than 12GB up to your allowance costs 0.3p/MB. If you have a roaming pass this automatically applies. Go Roam info at 3.uk/1ldt9. To check your allowances click 3.uk/od2. The GBP2.00 charge counts towards your Spend Cap so if it's set to zero or you've reached your cap you won't be able to roam. See 3.uk/90fq2 to set/change your Spend Cap. If you joined or upgraded before 1.10.21 we won't apply this charge. Use above your allowance costs GBP1.40/min, 2p/text & 1p/MB. For useful info and how to avoid unexpected charges, visit 3.uk/ekiwb. To opt out/in to these messages text STOP/START to 330. In an emergency call 112

[PeteG]

You may have a credit limit which would be blocking the daily charge from going through. If you go into My3, you could set that higher to allow the daily charge. Alternatively, you can buy a Go Roam Pass for the day, or buy a bundle of them. Again, this can be done on My3. 

Pete. 

[GregEdwards]

Ah, I think that's it. It must be a credit limit I was unaware of. This appears to be totally separate from the spend limit. Looking into it, it appears that only Three can change the credit limit - it's not on the My3 portal.