Orange-horror itemised phone bill from Canada

NFH

lulubelle41 wrote: »

So the UK and non-UK usage couldn't be more different. A daily increase of 2863%?

It's not unrealistic. When I'm abroad, I tend to use a lot more data - maps, VoIP calls etc. I use SIM cards issued in the country I'm visiting, so my increased usage often costs even less than it would in the UK.

Hooloovoo

NFH wrote: »

It's not unrealistic. When I'm abroad, I tend to use a lot more data - maps, VoIP calls etc. I use SIM cards issued in the country I'm visiting, so my increased usage often costs even less than it would in the UK.

Not to mention that at home she would likely be connected to her home WiFi, and so only uses mobile data when out and about.

Combine that with using data on the phone more due to being abroad and not having access to a normal PC, and I think it all starts to fit together.

The phone confirms she has used the amount of data logged by the service provider. It would appear she is "bang to rights" and has to pay up. An expensive mistake to make. But it's not like they didn't try to warn her.

NFH

Hooloovoo wrote: »

Not to mention that at home she would likely be connected to her home WiFi, and so only uses mobile data when out and about.

True, but one would hope she would have likewise connected to wifi networks in Canada too. I do get the impression that she used data without any care or consideration for the bill (or for the bill payer).

Hooloovoo

NFH wrote: »

True, but one would hope she would have likewise connected to wifi networks in Canada too.

Probably not. Her phone would connect to her home WiFi automatically. I doubt she thinks to look for WiFi hot-spots in the UK. She will just use her mobile data when not at home.

She no doubt did the same thing abroad.

I do get the impression that she used data without any care or consideration for the bill (or for the bill payer).

I agree. This does appear to be the case.

lulubelle41

Hooloovoo wrote: »

Combine that with using data on the phone more due to being abroad and not having access to a normal PC, and I think it all starts to fit together.

The phone confirms she has used the amount of data logged by the service provider. It would appear she is "bang to rights" and has to pay up. An expensive mistake to make. But it's not like they didn't try to warn her.

She does have a normal PC in Canada.

And no, Orange DID NOT warn her. That's part of the main problem. Orange - EE - do not actually send 'warning' texts to anyone outside the EU. They send 'hello and welcome to' texts to whichever country you are in outside the EU.

They then suggest that buying a bundle would be favourable to you being the service user. You then fall into the trap of accepting this 'affordable' bundle. But at no time do they tell you that if you buy this bundle you are opting OUT of the data roaming limit whereby they are duty bound to tell you that you have reached the 80% and 100% of your roaming limit wherever you are in the world.

Having discussed this with EE, they admitted that they in fact cannot guarantee these alert text messages of reaching 80%/100% outside the EU. However, they have admitted that they 'are working on it'.

You have to read the small print which is not offered in these ' welcome texts' they send.

The other problem was that they were monitoring her usage but let it continue.

Hooloovoo

lulubelle41 wrote: »

The other problem was that they were monitoring her usage but let it continue.

I haven't read the entire thread, but I recall from the first few pages the account was cut off and you/her had to call up and give authority for the usage to continue.

NFH

Everything you have just said is correct. However, although Orange might have been negligent, your daughter was also negligent for carelessly using an excessive amount of data without even ascertaining how much data each app was consuming.

lulubelle41

Hooloovoo wrote: »

I haven't read the entire thread, but I recall from the first few pages the account was cut off and you/her had to call up and give authority for the usage to continue.

I called to find out why she was cut off. I was told this was due to high roaming and that I needed to pay £34 odd and then was told that the account was cleared and the phone would be reinstated. I didn't ask for continued usage - it was offered.

Hooloovoo

lulubelle41 wrote: »

I didn't ask for continued usage - it was offered.

And you accepted. They're not going to ask again after that no matter how much you use.

lulubelle41

NFH wrote: »

Everything you have just said is correct. However, although Orange might have been negligent, your daughter was also negligent for carelessly using an excessive amount of data without even ascertaining how much data each app was consuming.

I agree with both the above points. However, something is not right since Orange have credited over £27K to my account without a hint of a fight from me.