O2 customer charged £3,000 roaming fees after being told she was in a different country - MSE News

Former_MSE_Naomi · 8 November 2018 at 5:13PM

An O2 customer accidentally racked up over £3,000 in roaming fees, after receiving texts which said her calls and data would be taken out of her UK allowance – here's what you need to know to make sure you don't fall foul of complicated rules...

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'O2 customer charged £3,000 roaming fees after being told she was in a different country'

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aj23_2 · 8 November 2018 at 7:43PM

But Kosovo isn't an EU country so it's not part of EU roaming. Surely they knew they weren't in Slovenia. I mean, come on. Check their website if you don't know where you can use your phone. Negligence on the customers part, 02 didn't actually do anything wrong bar send a text with the wrong name. Doesn't change that Kosovo still isn't part of EU roaming.

victor2 · 8 November 2018 at 8:16PM

aj23 wrote: »

But Kosovo isn't an EU country so it's not part of EU roaming. Surely they knew they weren't in Slovenia. I mean, come on. Check their website if you don't know where you can use your phone. Negligence on the customers part, 02 didn't actually do anything wrong bar send a text with the wrong name. Doesn't change that Kosovo still isn't part of EU roaming.

But they did send her a text saying:

Welcome to SLOVENIA. Calls to the UK and within our Europe Zone are charged at the same rate as your UK tariff.

You'd be forgiven for believing the network thought you were in Slovenia (which was 500 miles away) and would not be charged roaming rates.
O2 seemed to accept that and refunded the additional charges anyway.

Osi · 8 November 2018 at 9:00PM

I'm with Vodafone and did get the same message "welcome to Slovenia" while in Kosovo. Vodafone did not charge me roaming fees and have said that they piggyback onto Slovenia's network for Kosovo. My daughter is with 3 network & she was not charged roaming fees either while in Kosovo. She checked with 3 network and was told the same "we piggy back onto Slovenia's network for Kosovo" Anyway I thought all networks need to be upfront with their roaming charges nowdays.

Rahime · 8 November 2018 at 9:31PM

The question is not if Kosovo is in EU or not. I did check with O2 and was told they use Slovenia's networks in Kosovo and that the text is correct as their system does not recognize Kosovo.
I also have family and friends on 3 network who do not get charged for roaming in Kosovo.
I've been with O2 for 25 years (two contracts) and will leave as soon as this contract ends

. Not just because of the charges but the number of calls to their call center with no one getting back to me . It took O2 UK staff 2 months to contact me.

minislim · 9 November 2018 at 10:11AM

the problem is o2. their roaming systems are useless. left them years ago.
been with vodafone, three and currently I.D. and had no problems with roaming since.

aj23_2 · 9 November 2018 at 2:04PM

victor2 wrote: »

But they did send her a text saying:
You'd be forgiven for believing the network thought you were in Slovenia (which was 500 miles away) and would not be charged roaming rates.
O2 seemed to accept that and refunded the additional charges anyway.

Even thought she was in Kosovo... I mean come on, you know what country you're in.

jackomdj · 10 November 2018 at 10:54PM

Just saw this so checked my next EE bill and when in Kos at the end of last month I had been charged £28 for Turkey roaming. Just done an online chat and it will get taken off. Thanks MSE

O2 customer charged £3,000 roaming fees after being told she was in a different country - MSE News

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