topic Re: Using Tugo abroad in Apple

Using Tugo abroad

Anonymous — Fri, 25 Mar 2016 13:32:55 GMT

Hello everyone, first time poster here, I wonder if you could help me. I'm currently in the USA, and use Tugo to phone the UK, I have wi-fi here, and have data roaming switched off, but received a very large monthly bill. I thought Tugo meant I called the UK as if l was still there, ie, using my standard minutes? My bill showed 'international charges' as the big extra. I don't understand this bill, I keep roaming switched off, only use wi-fi for browsing the web, Tugo is the only thing I can think of that is causing this charge? I don't phone the UK a lot, just 3/4 calls, twice a week, about 10 mins a call? Any ideas as to why l have this ma-hooosive bill?
Thanks for any help you can give me

John

Re: Using Tugo abroad

jonsie — Fri, 25 Mar 2016 13:44:02 GMT

You need to switch off mobile data or put the phone into airplane mode. Your phone will pick up the strongest signal if wifi is less than network signal.

Within the app settings, also make sure calls over 3g/4g data network is set to off.

Re: Using Tugo abroad

Bambino — Fri, 25 Mar 2016 13:45:49 GMT

@Anonymous I believe @adamtemp64 used TuGo on an iPhone while in the US recently, so maybe he will be able to clarify things for you. I think that just switching off data roaming isn't enough. You have to switch off mobile data completely and only use TuGo over WiFi.

Re: Using Tugo abroad

adamtemp64 — Fri, 25 Mar 2016 13:51:59 GMT

As I have been tagged I did get no strange charges in New York and st marteen via Tugo but did have airplane mode enabled and wifi switched on.

Another cause could be the wifi assist bug etc .

On your bill what are the charges described as ?

Edit

I you still had the phone on ( not in airplane mode) and out of wifi incoming calls would be charged at international rate

Re: Using Tugo abroad

Anonymous — Fri, 25 Mar 2016 13:49:58 GMT

I have mobile data switched off, and data roaming is off, I have the 3G/4G part of Tugo also set to off, l don't understand my large bill (said the tucon)

Re: Using Tugo abroad

adamtemp64 — Fri, 25 Mar 2016 13:53:09 GMT

@Anonymous See my edit above

Re: Using Tugo abroad

Anonymous — Fri, 25 Mar 2016 13:53:19 GMT

Hello adamtemp64 the largest part of my bill was 'international charges' everything else (data usage, etc) was normal

Re: Using Tugo abroad

Anonymous — Fri, 25 Mar 2016 13:54:28 GMT

Also, this is only for outgoing calls, I have no incoming calls.

Re: Using Tugo abroad

Anonymous — Fri, 25 Mar 2016 13:57:21 GMT

Could it be the airplane mode? I didn't have that enabled, sadly, the only way I'll know if that is the solution is next months bill!

Re: Using Tugo abroad

adamtemp64 — Fri, 25 Mar 2016 13:58:40 GMT

@Anonymous In that case then your calls went over the mobile network and not Tugo the only way to prevent this in future is to enable airplane mode then enable wifi.

Re: Using Tugo abroad

Anonymous — Fri, 25 Mar 2016 14:03:35 GMT

Ok, I'll try that, and hope not to be on here again next month!
Thanks Adam, thanks for the help.

John

Re: Using Tugo abroad

Bambino — Fri, 25 Mar 2016 14:11:18 GMT

@Anonymous If you want to avoid these charges again while in the US, I suggest getting your phone unlocked if it isn't already and getting a Three Pay & Go sim. No roaming charges in the US, and your calls back to the UK will come out of the amount of tariff you've purchased.

Re: Using Tugo abroad

MI5 — Fri, 25 Mar 2016 15:11:05 GMT

You are actually making calls through the tugo app and not the phone dialler aren't you?

Re: Using Tugo abroad

Anonymous — Sat, 26 Mar 2016 01:43:40 GMT

Yes, MI5, I'm using the Tugo app. And I have all my mobile data roaming, and all the 3/4G switched off on my phone and Tugo. I'm going to take the advice of switching to airplane non-transmit mode as well, and hope this cures it! But, as l said, the only way I'll know, is us next months bill is back to normal. I could call o2 themselves and ask, I suppose........

Re: Using Tugo abroad

Cleoriff — Sat, 26 Mar 2016 06:55:33 GMT

Hi @Anonymous

If you want to call customer services from abroad, the details are here...

http://www.o2.co.uk/contactus

From abroad

+44 3448090202

Free†

Re: Using Tugo abroad

MI5 — Sat, 26 Mar 2016 09:31:34 GMT

No worries, just checking as sometimes the obvious is overlooked.

Re: Using Tugo abroad

adamtemp64 — Sun, 27 Mar 2016 07:03:03 GMT

Just a thought do you have wifi assist enabled ? it could be a hole opening up when your wifi is poor but again the aeroplane mode should disable that as well but worth a check .

Re: Using Tugo abroad

MI5 — Sun, 27 Mar 2016 10:37:27 GMT

I always use a local sim when out of the EU which guarantees no additional o2 charges and there is nothing to stop you leaving the sim out of the phone completely either.