Urgent help needed with huge mobile phone bill please

clarerachel01

Can someone please help, my husband has 4 contract mobile phones in his name with t mobile, one for himself and me and one each for my 2 children, we have just got back from Turkey yesterday and my daughter has used £900 using the internet, she thought she had done everything correct on her phone, she turned her data roaming off and only connected when we was in bars with wifi so we dont knw whats happened.
Our problem is my husband uses his phone for his business so cant afford to have it cut off, is there any way we can get out of this? he been with them for 16 years but we dont know if that will make any differance
Many thanks
Clare

clarerachel01

http://help.ee.co.uk/system/selfservice.controller?CONFIGURATION=1016&PARTITION_ID=1&secureFlag=false&segment=Consumer&TIMEZONE_OFFSET=&CMD=VIEW_ARTICLE&ARTICLE_ID=538764&CUSTOM_BRAND=TM

wiogs

Have you had a look at the actual usage? Is it possibly incorrect?

If data roaming was off all the time then you can't have racked up any data charges.

Hudson1984

have you tried speaking with T mobile?

tyllwyd

Have you checked her phone to see if there were any texts from t mobile about internet usage or bills?

macman

If the charges are correct, then you'll have no alternative but to pay the bill.
What are the charges actually for-is it all data roaming?

helpthejuggler

OFCOM rules mean that you are only liable for the first 50 euro + VAT per month.

All mobile operators have to apply a cut-off limit once you have used €50 (excluding VAT) – around £40 – of data per month, wherever you travel in the world unless you choose to opt out.


This is an extract from this page

consumers.ofcom.org.uk/2013/03/check-your-phone-before-you-roam/

I can't post the link, but stick an http in front and see for yourself.


Unless you have opted out, the liability is much lower.
They may say the could not cut the data off. Whilst interesting that is not your problem.

You should have had warning texts...

If you don’t opt out of the limit, the provider must send you an alert to your phone when you reach 80% and then 100% of the agreed data roaming limit. Operators must stop charging for data at the 100% point, unless you agree to continue to use data.

If you opted out...the bill could be valid.
If you did not get the warning texts challenge it and complain.

However this protects consumer phones, the conditions for business phones are different and may not be protected by these rules. But using a consumer phone for business will get the protection.

tyllwyd

BTW - there is a similar story here, but the girl in this case had opted out of the data limits, so you need to check whether your daughter had done a similar thing.

http://www.bathchronicle.co.uk/Shock-Bath-schoolgirl-racks-3-800-phone-family-s/story-19505991-detail/story.html

Earthworm

You say you turned off data roaming? As far as I was aware you can turn off Roaming (calls/texts) but I didn't think this stopped data. Someone correct me if I am wrong but don't you have to turn off GPRS/3G data etc to stop data. This allows you to call and text but no data passes via the network.

MikeWhite

Earthworm wrote: »

You say you turned off data roaming? As far as I was aware you can turn off Roaming (calls/texts) but I didn't think this stopped data. Someone correct me if I am wrong but don't you have to turn off GPRS/3G data etc to stop data. This allows you to call and text but no data passes via the network.

Don't know what phone the OP's daughter has? On android there is this screen, I assume that is the data roaming they mean:


[IMG]http://s1360.photobucket.com/user/mikewhite4/media/2013-08-06151436_zps0066c2f1.png.html&quot; target="_blank"><img src="<a href=http://i1360.photobucket.com/albums/r642/mikewhite4/2013-08-06151436_zps0066c2f1.png&quot; target=_blank rel=nofollow>http://i1360.photobucket.com/albums/r642/mikewhite4/2013-08-06151436_zps0066c2f1.png"</a&gt; border="0" alt=" photo 2013-08-06151436_zps0066c2f1.png[/IMG]

Kingsd316

helpthejuggler wrote: »

OFCOM rules mean that you are only liable for the first 50 euro + VAT per month.

All mobile operators have to apply a cut-off limit once you have used €50 (excluding VAT) – around £40 – of data per month, wherever you travel in the world unless you choose to opt out.


This is an extract from this page

consumers.ofcom.org.uk/2013/03/check-your-phone-before-you-roam/

I can't post the link, but stick an http in front and see for yourself.


Unless you have opted out, the liability is much lower.
They may say the could not cut the data off. Whilst interesting that is not your problem.

You should have had warning texts...

If you don’t opt out of the limit, the provider must send you an alert to your phone when you reach 80% and then 100% of the agreed data roaming limit. Operators must stop charging for data at the 100% point, unless you agree to continue to use data.

If you opted out...the bill could be valid.
If you did not get the warning texts challenge it and complain.

However this protects consumer phones, the conditions for business phones are different and may not be protected by these rules. But using a consumer phone for business will get the protection.

Don't think Turkey is included in this