Three text notifications vs three app logistics

[Angel1]

I'm currently in a go roam destination. I paid £10 to unlock my data for 7 days. I gave a 30gb pcm plan. The eu fair use limit is 12 gb. Three sent me a text saying I've reached my 12gb fair use limit but my three app is showing I haven't even used 9gb this entire month. What should I believe?

[JonathanB]

Hi everyone,

I'm really sorry it took time to identify this issue. It should now be resolved and all roaming notifications should now be accurate, but if you notice any notifications that don't look right whilst roaming, or if your billing doesn't look right after any recent trips please let me know.

Thanks,
Jonathan

[CO]

same issue here. received the text saying that I used 100% of the 12GB allowance within 6 hours of arriving in Europe. I have since been able to add up my data usage and the total on the first day came to 0.11GB. 

During my holiday I contacted support team twice plus also had an investigation started, the answer on all occasions was that there was no error and that I had used up my fair data allowance, and the only solution offered was to buy the daily £5 data passport add on. I have contacted them again after my holiday and they finally admitted that this was an error.

Reading through the other messages on the Three community board it is clear that this issue dates back quite a few months and that they are quite aware of this but have no interest in resolving this and have customers buying the daily £5 roaming add on instead. Please make sure you contact Three to get a refund on any add ons they sold you in error. 

[JonathanB]

Hi @Angel1,

We've seen a few instances recently of the text notifications being sent out in error to customers that haven't reached their limits yet.

If you have an Android device you may be able to double check check your data usage in your network settings. The wording of the menus can vary a bit with different phone models and software versions, but I can find this in "Network and Internet", "SIMs Three", then "App Data Usage". 

If you'd like to get your account checked out to be on the safe side, all the options to contact us are here.

Thanks,
Jonathan