orange roaming abroad

malcolm_mclarty

wonder if anyone can help me? having just received my latest bill from orange (£165) usually £41,i phoned up to query it,was told charges were incurred during my long weekend in germany last month(feb). having had previous high bills during travels abroad,before this trip i contacted orange to add a data bolt-on(£3 for up to 30gb),on the friday i was charged the £3 as i never went over my allowance,on the sat i was also charged just £3,and was the same on the monday(day i returned home),where it gets strange is ALL my charges (over £100) were incurred on the early hours of sunday morning(between 3am-7am,could be right enough,were it not for the fact i know for 100% i was SLEEPING during these hours and my phone was SWITCHED OFF!!!!!!! ORANGE say they cant help me as it is just information passed to them from a german provider!

any HELP or if anyone has found this has happened to them,any advice on how a can challenge this would be greatly appreciated?????????????

thanks.

NFH

My data usage is usually around 200MB to 400MB per month, but one month my Orange bill showed that I had used 916MB when my iPhone had recorded that I had used only 404.5MB (370MB downloaded and 34.5MB uploaded). Orange's customer service system showed that I had downloaded large quantities of data during short daytime periods on two days in the billing month, which if true would have severely drained my battery, but it hadn't done so because I didn't use the data. Also there's no way that my iPhone could have physically downloaded the alleged high quantity of data in the short periods stated. I was just within the 1GB fair usage allowance and was not roaming at the time so there was fortunately no cost or other implication. Nevertheless I asked Orange to investigate several times and made sure that copious notes were made on my account in case the same thing should happen in future more excessively or when I'm roaming, but they failed to investigate. Unfortunately many other customers end up significantly out of pocket when the same thing happens; I was one of the lucky ones. I'm sure Orange know all about these data billing errors but won't admit it.

Buzby

Firstly, the Data bolt-on - was this for roamed dats? As the only one I can recall they do at that price is for UK use only. As for data being used when the phone is 'switched off' - they can tell when the phone is turned off and on (well, the foreign network can) as the phone signals its status when both these events occur. Also , the phone can be geo-referenced every 30 minutes with a silent registration call, so they can dispute any assertion by the user that the handset was off (although, if the SIM was used in a different handset, whilst yours was off, they can tell this too.

They make quite a bit from roaming, but inventing usage is normally a non starter. All you can do is dispute the claim, and ask for second-level proof of usage, but they may make a charge for requesting this from the roamed network.

custardy

malcolm_mclarty wrote: »

wonder if anyone can help me? having just received my latest bill from orange (£165) usually £41,i phoned up to query it,was told charges were incurred during my long weekend in germany last month(feb). having had previous high bills during travels abroad,before this trip i contacted orange to add a data bolt-on(£3 for up to 30gb),on the friday i was charged the £3 as i never went over my allowance,on the sat i was also charged just £3,and was the same on the monday(day i returned home),where it gets strange is ALL my charges (over £100) were incurred on the early hours of sunday morning(between 3am-7am,could be right enough,were it not for the fact i know for 100% i was SLEEPING during these hours and my phone was SWITCHED OFF!!!!!!! ORANGE say they cant help me as it is just information passed to them from a german provider!

any HELP or if anyone has found this has happened to them,any advice on how a can challenge this would be greatly appreciated?????????????

thanks.

30MB daily bundle - 97% saving on standard rates!Enough data to send 30 emails with attachments, or browse the web on your phone for 1 ½ hours
Activates when you use data within the EU
You’ll only be charged the bundle fee each day you use data – so if you don’t use, you don’t pay
Once your daily 30MB allowance has been used up, costs revert to £3.07/MB
The bundle will last up until midnight of that same day (local time)
All you need to do is buy it more than 24 hours before you travel, and we'll take care of the rest
Just to let you know, when you take this bundle, we will remove the EU data limit of 16MB, giving you unlimited web browsing on your mobile. Remember, once you have used your bundle allowance, you will be charged £3.07/MB which will be uncapped

30MB,not GB