topic Re: Mobile data roaming in Pay Monthly

Mobile data roaming

Si123 — Sun, 17 Sep 2023 19:20:45 GMT

I went into my local O2 branch and upgraded my tarrif as I was going on 5 week trip to Costa Rica. I was told that Costa Rica was on the 02 roaming list and that I should take out the maximum data allowance of 28g. Once I landed in Costa Rica, I promptly found out I was being charged an extra £6 per day on top of my already upgraded tarrif. As I didn't expect this I contacted 02 on the App and was told that the shop had given me the wrong information. The customer service department then said if I upgraded my tarrif again to some 02 travel for £17.99 and they would wipe the £6 per day charges I had already incurred. I agreed to this however to my horror, the next day I went onto my O2 App to find I had a bill pending of over £400. I contacted customer support again who assured me this would be deducted before my last next payment date and explained the mix up was due to my changing tarrif and that I would receive a text once the changes had been made. The next day I received a text but since that day (about 3 weeks ago) I have had no roaming data, or no phone reception at all...nothing. I went to try and contact O2 again via the app once I have a WiFi connection and the App isn't working either. Can anyone shed any light on the issue or what I can do as I am now in the last week of my trip and have had no phone for the majority of it. Understandably I am not happy about paying any extra charges or even for the upgrades to my tarrif as these have been totally useless.

Re: Mobile data roaming

MI5 — Sun, 17 Sep 2023 19:24:15 GMT

@Si123

This is a customer to customer community, not O2.
You need to contact O2.
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Re: Mobile data roaming

pgn — Sun, 17 Sep 2023 19:38:26 GMT

This is what you should have done, @Si123 - the Community exists to help based on experience, not on a training manual:

https://www.o2.co.uk/international/using-your-phone-abroad

Hindsight, as they say, is 20/20.

https://www.o2.co.uk/international/travel-inclusive-zone

If you were upgraded to a Plus Plan, O2 Travel INCLUSIVE comes as part of it.

You'll need to talk to O2 to see about a payment plan.

You can reach the Payment Management team on 0800 902 0217.
The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

They may see you were mis-sold a tariff unsuitable for your time in Costa Rica - call them, @Si123.