Charges Abroad

chrisbabes

I suspect there are many others somewhere in this forum who've had this problem - I'm fuming.

Went on holiday earlier this month and as always I religiously turned off data roaming on my iPhone 4s. I was using the hotel's wi-fi to check emails, web etc. and when I returned found I'd been charged 30 quid for data.

I've contacted them twice now and both times have been greeted really abruptly and told that I should have had 'cellular data' turned off too. This also turns off wi-fi.

What really boils my blood is that it clearly states under data roaming that you should turn it off to avoid charges. There's no such warning under the cellular data switch. Is there anything I can do or do I just chalk it down to bad experience?

DUTR

chrisbabes wrote: »

I suspect there are many others somewhere in this forum who've had this problem - I'm fuming.

Went on holiday earlier this month and as always I religiously turned off data roaming on my iPhone 4s. I was using the hotel's wi-fi to check emails, web etc. and when I returned found I'd been charged 30 quid for data.

I've contacted them twice now and both times have been greeted really abruptly and told that I should have had 'cellular data' turned off too. This also turns off wi-fi.

What really boils my blood is that it clearly states under data roaming that you should turn it off to avoid charges. There's no such warning under the cellular data switch. Is there anything I can do or do I just chalk it down to bad experience?

Are you sure about this?
On my handset the wi fi is seprate from data traffic.

grumbler

DUTR wrote: »

Are you sure about this?
On my handset the wi fi is seprate from data traffic.

This still doesn't explain why the 'cellular data' must be turned of if 'data roaming' has been turned off already.
The only explanation I see is the phone's fault.

DUTR

grumbler wrote: »

This still doesn't explain why the 'cellular data' must be turned of if 'data roaming' has been turned off already.
The only explanation I see is the phone's fault.

Agreed, although I'm not sure what criteria the handset decides which is not a home network, eg home cell, county, country , continent also it could be to do with the permissions of at least one installed application.

chrisbabes

Yep, on the 4s it says under the cellular data switch "Turn off celluar data to restrict all data to wi-fi including email, web browsing and push notifications".

I've just been put on hold for 20 mins to be told the manager was busy but this time in good will they'll refund the charges. Awful CS assistant - "I must inform you that this IS a goodwill gesture!"

When I asked about the cellular data button the conversation went like this:

Me: "So how do I get wi-fi abroad?"

CS: "Turn your cellular data on when you've connected to wi-fi but keep it off at all times".

Me: "But I can't connect to wi-fi when it's off"

C.S. "Switch it on when in a wi-fi zone so it connects to the wi fi"

Me: "But what if I get charged again?"

C.S. "As long as its switched off you won't get charged."

Me: "I'm confused, can I take your name please?"

C.S. "Its ..... goodbye" Click.

Shame. I've always had great service from O2 in the past. Since I became a business customer that's really changed. I want to call back and complain but every time I ring she answers the damn phone!

NFH

chrisbabes wrote: »

I've contacted them twice now and both times have been greeted really abruptly and told that I should have had 'cellular data' turned off too. This also turns off wi-fi.

No, it doesn't turn off wi-fi. "Mobile data" (or "Cellular data") only enables or disables data via your mobile provider. If your iPhone says "Cellular data", then you must have your iPhone's language set to US English, as that terminology is seldom used in the UK.

In any case, you shouldn't need to disable mobile data when roaming, only data roaming, as you correctly state.

chrisbabes

Hehe, thanks - yes I was in US English. Just tried wi-fi wit mobile data turned off and you are of course correct - although it does say under the button that wi-fi will be disengaged.

I think what really narked the CS advisor was when I pointed her to the instructional data roaming video on their 'Guru' page which perfectly clearly states that as long as data roaming is turned off there will be no data charges abroad.

NFH

It's been well documented in the past (including on this site) that O2 users have been charged for data roaming when it was switched off. However, I understood these problems were fixed long ago.

chrisbabes

Hmmm, yeah I read an old article in the guardian about that when researching this morning. I think the problems were caused by a software glitch in the phone when data roaming was off.

O2 are now claiming that mobile data needs to be off too. According to them this morning the phone will try to update when mobile data is on (even if DR is off) and you'll get charged. Of course, that's hidden well away in the small print somewhere I imagine - I've looked and still can't find it on their site.

The trick seems to be to keep ringing and harassing until it gets knocked off the bill - I had the distinct feeling this morning they were trying to be as difficult as possible so that I would just hang up and give up.

NFH

Tell O2 that Apple state this is incorrect. Ask O2 to state this in writing.

beckyminime

My brother is travelling around Australia and manged create a £451 bill .... With that his account was barred due to over usage. I contacted them on my brothers behalf and my parents and I choice to keep the br on his account so too stop any more crazy bills.
The customer advisor told me we could take the bar off as I would need to contact a different department so we assumed the bar would stay on.
My brother starts using an Australian pay and go sim card and stops using Vodafone.
We receive. Bill today for 1 month of £11,750 ....... I contact them and ask them one how the hell this could be and two why the bar was taken off.
they tell me they took the bar off after I asked them not too and they say tht is th bill amount.

This is due too data ,..... Supposedly

Time to contact our solicitors ..... Any advice