We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
The Forum now has a brand new text editor, adding a bunch of handy features to use when creating posts. Read more in our how-to guide
O2 charging me for iPhone Roaming Data Charges I didn't use!
mills_steven
Posts: 102 Forumite
in Mobiles
I travel abroad quite regularly and am absolutely obsessive about ensuring my data roaming is switched off on my iPhone before I leave the country as I know about the high costs for international data use.
When abroad, I only use my phone for texting and I only use wifi for data requirements.
A few months ago I saw some data charges on my bill from when I was in Florida, USA. I knew 100% that I hadn't used any data- data roaming was switched off, voicemail was switched off too. I called O2, told them about it and they simply refunded the charges without a fuss.
Just got a bill today with £100 of data charges - mostly showing as one day when in Spain and some charges from when I was in New York too.
Once again I know 100% for sure that I had data switched off.
I called O2 and they said they stand by the charges. I told them in no uncertain terms that they were wrong, but they were adamant. I asked to be put through to a manager and they put me through to the resolutions department. The woman there told me that the charges were legitimate and I had to pay. I explained that they couldn't possibly be and she said the only thing they could do was a 'network investigation' which will take up to 5 days.
I'm sure their network investigation will come back confirming what it says on the bill, but that doesn't change the fact that somehow they've got it wrong. They were wrong before and they are wrong again now.
So where do I go from here?
Is there an independent body (OFTEL?) I can report this to?
Do I have to worry every time I go abroad now that this is going to happen again?
When abroad, I only use my phone for texting and I only use wifi for data requirements.
A few months ago I saw some data charges on my bill from when I was in Florida, USA. I knew 100% that I hadn't used any data- data roaming was switched off, voicemail was switched off too. I called O2, told them about it and they simply refunded the charges without a fuss.
Just got a bill today with £100 of data charges - mostly showing as one day when in Spain and some charges from when I was in New York too.
Once again I know 100% for sure that I had data switched off.
I called O2 and they said they stand by the charges. I told them in no uncertain terms that they were wrong, but they were adamant. I asked to be put through to a manager and they put me through to the resolutions department. The woman there told me that the charges were legitimate and I had to pay. I explained that they couldn't possibly be and she said the only thing they could do was a 'network investigation' which will take up to 5 days.
I'm sure their network investigation will come back confirming what it says on the bill, but that doesn't change the fact that somehow they've got it wrong. They were wrong before and they are wrong again now.
So where do I go from here?
Is there an independent body (OFTEL?) I can report this to?
Do I have to worry every time I go abroad now that this is going to happen again?
0
Comments
-
Just did a bit of research and contacted Ofcom. They told me I need to get it in writing from O2 that they believe the charges are legitimate, and then I can go to the ombudsman - Otelo if necessary.
So I'll just have to wait and see I suppose.0 -
You know your iPhone aswell as most Windows powered devices they transfer data in the background (Windows powered devices are setup to automatically check windows update aswell as other software on the phone may be programmed on the device to connect to the internet.) and unless you turn data off the phone will still connect. Not to bad in the UK but abroad you can get stuck with a huge bill. However I've found using the basic functions doesn't really do it.
When I had a Windows Powered device I used NoData.cab ( http://forum.xda-developers.com/showthread.php?t=467813 ) and had "Disable data services whilst roaming" enabled.
Since getting the iphone I used a method similar to this http://www.ehphone.ca/2008/07/how-to-disable-data-on-your-iphone-or-iphone-3g/ whilst roaming and I haven't (yet!!) had any data charges. Even if your iphone's data is switched off it can Ive been lead to believe still communicate with the networks data bearer unless its fake then it cannot communicate with a fake APN
OP however, If you wasn't aware that your phone transferred data regardless of you using it (When you turn your phone on when it "Handshakes" with the network it transfers between 14kb-500kb and turning on and off regularly can make this mount up) so o2 see this as a legitimate charge which you'll have to pay. However I believe they cannot suspend your service due to charges in dispute these have to be frozen. Complain to o2 then keep escalating it but if they proved it was your handset then I'd pay wait to your contract is up then vote with your feet.0 -
O2 can contact the networks you roamed on and get the tap file (usage records).
When the phone connects it supplies its IMSI to the network (like an IMEI and just as unique to the phone). Once they have that they can check that the usage is correct and that it's billed against the correct IMSI...0 -
Usually the IMSI is the phone number in international format, Orange let you view yours on Orange World.O2 can contact the networks you roamed on and get the tap file (usage records).
When the phone connects it supplies its IMSI to the network (like an IMEI and just as unique to the phone). Once they have that they can check that the usage is correct and that it's billed against the correct IMSI...
However, (Ive never been on o2) do they tell you the amount of data transferred?0 -
Usually the IMSI is the phone number in international format, Orange let you view yours on Orange World.
However, (Ive never been on o2) do they tell you the amount of data transferred?
Yes the amount of data it's on the bill.
And the place- so I can't understand how looking into it will help me - it's bound to show that I used the data.0 -
All networks exchange high usage reports for any handset using more than a set amount of minutes or texts or data. Usually within 48 hours of the usage being logged for security reasons rather than waiting for the billing files which can run weeks behind.
If there is no high usage to trigger one then the info comes through the usual billing info.
But the amount of usage (but not the sites used etc) can be found by accessing the data on the network servers.
Billing teams and a few other depts can request the info from other networks if there's a usage issue.0 -
Thanks for interesting info, but what's more important to me is the following:
How could I possibly use £100 worth of data when my data roaming switch was switched off?0 -
mills_steven wrote: »Yes the amount of data it's on the bill.
And the place- so I can't understand how looking into it will help me - it's bound to show that I used the data.
If your networks get the raw file from the roaming network they can check that the correct mobile has been billed. Error do creep in sometimes.
As a rule most network will write off the first of these changes if the customer say they didn't incur the change, but only the first time.
I've just reread the first post and I have to say that its highly unlikely that 3 different networks in 2 country's would have exactly the same problem reading info from your phone.
A far more likely explanation is that somehow your phone is using data. I have no idea how, but maybe you should check which apps are live and what their doing ??0 -
A far more likely explanation is that somehow your phone is using data somehow. I have no idea how, but maybe you should check which apps are live and what their doing ??
This does indeed sound like the most likely answer I agree.
But how on earth can any app access data if data roaming is switched off?0 -
I'm not an iPhone expert (or even user) but we may have one along here soon. Or you could try an iPhone forum, you might have better luck there ?0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 354.2K Banking & Borrowing
- 254.3K Reduce Debt & Boost Income
- 455.3K Spending & Discounts
- 247.1K Work, Benefits & Business
- 603.8K Mortgages, Homes & Bills
- 178.4K Life & Family
- 261.3K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.7K Read-Only Boards