topic Re: O2 Data Charges Abroad in Apple

O2 Data Charges Abroad

Anonymous — Tue, 30 May 2017 15:03:07 GMT

I need some help please. I have come back from 4 days in Morocco and have just had my bill come through for £210.00!!! I checked online before i left for 'Standard abroad charges' and it states all the usual about texts/mins etc and data is £6.00 per MB but data usage would be capped at £40.00 per month. I have spoken with someone at O2 this morning and they are saying that you need the Data Abroad bolt on for this to apply but this isnt what the website states? Looking at the Standard Charges section and then the rest of the world section it clearly states what have i said? Am i going mad here? HELP!! Im awaiting a call back from O2 after they offered me a £10.00 discount which i obviously turned down. Any feedback would be appreciated!

Thank you in advance

Re: O2 Data Charges Abroad

Anonymous — Tue, 30 May 2017 15:15:40 GMT

Hi @Anonymous did you turn off mobile data & data roaming before you left? O2 will likely not call you back. You may have to chase them up again

Re: O2 Data Charges Abroad

jonsie — Tue, 30 May 2017 15:21:28 GMT

That just isn't true. Data is supposed to be capped at £40/month unless you ask for the higher rate. I've never heard of a data abroad bolt on apart from O2 Travel.

Call again and try to speak to someone who knows about this.

Re: O2 Data Charges Abroad

Beenherebefore — Tue, 30 May 2017 15:25:01 GMT

@jonsie is correct

This >>>>> http://international.o2.co.uk/internationaltariffs/travelling_abroad

is quite clear :-

"Email and browse the internet while you're abroad for less. As standard, your data usage will be capped to 50MB (£40) per month.

Our Data Abroad Bolt On increases your standard data limit to 200MB for £120 per month. You can get the Bolt On through My O2."

Note it says "as standard".....if you add the bolt on then the £40 per month cap does not apply and the limit increases to £120.

Re: O2 Data Charges Abroad

Anonymous — Tue, 30 May 2017 15:52:38 GMT

Thank you all for your comments. They have told me that my data is for some reason capped at £120.00 even though i dont have the bolt on. I have never added this bolt on nor does it show on my o2 app. I turned my data roaming off before i left the country and then turned it on once to use some data but i didnt worry about it due to apparently having this cap of £40.00 which as you have all seen should be set as standard. The advisor told me that i must have added this when i upgraded in January but this was never discussed? Very frustrated here

Re: O2 Data Charges Abroad

Anonymous — Tue, 30 May 2017 15:53:49 GMT

Hi, yes i did turn it off before i left and you are right i haven't had a call back so i will be chasing them again shortly!!

Re: O2 Data Charges Abroad

Anonymous — Tue, 30 May 2017 15:55:27 GMT

Thank you for this. I dont have the 'Data Abroad bolt on' so this should not apply. Im thankful that someone is seeing what im seeing as the advisor wasn't having any of it!

Re: O2 Data Charges Abroad

Anonymous — Tue, 30 May 2017 15:55:40 GMT

@Anonymous Do come back & let us know what happens & welcome to the forum

Re: O2 Data Charges Abroad

Anonymous — Tue, 30 May 2017 15:56:23 GMT

Thank you @Anonymous and i sure will!

Re: O2 Data Charges Abroad

Anonymous — Tue, 30 May 2017 16:00:17 GMT

Your very welcome @Anonymous

Re: O2 Data Charges Abroad

MI5 — Tue, 30 May 2017 17:33:31 GMT

Sounds like BS to me.
Complaints link here if CS don't refund you http://www.o2.co.uk/how-to-complain

Re: O2 Data Charges Abroad

Beenherebefore — Tue, 30 May 2017 18:07:16 GMT

@MI5 wrote:
Sounds like BS to me.

Or LC even !

Re: O2 Data Charges Abroad

jonsie — Tue, 30 May 2017 18:12:33 GMT

This is the advice you get when an adviser makes it up as he goes along.

Re: O2 Data Charges Abroad

darrengf — Tue, 30 May 2017 18:20:35 GMT

What you could do is point them to there own website and make it clear. I really wish customer care would understand what o2 do sometimes, it really is a shame.

Let etc us know how you got on as we would like to know, good luck as well.

stand your ground.

Re: O2 Data Charges Abroad

Anonymous — Mon, 12 Jun 2017 16:21:23 GMT

***UPDATE***

30/5/17 I call o2 and explain the situation yet again to someone different and get the same feedback initially. After 10 mins of arguing she speaks to her manager and agrees that it looks like something has gone wrong their end and that they will be investigating. In the mean time they tell me that my direct debit will be cancelled until i hear back from them with their findings

5/5/17 DIRECT DEBIT GOES OUT OF ACCOUNT WITH NO FEEDBACK FROM THEM! I get straight on the phone to someone else and they tell me that the investigation concluded that i was charged correctly. After again, arguing my case and referring him back to their website he hangs up on me! Get straight back on the phone to another lady and hear the same story.... by this time im really irate with having to repeat myself! This time she is saying that the Data Roaming bolt on is the same as the o2 travel bolt on (?) after previous advisors telling me that they are different! Anyway.... after 15 mins on hold, she comes back and tells me that she is going to credit what i am owed and she would phone me the following day to confirm.

6/5/17 No phonecall received!

12/6/17 Speak to a helpful gentleman who checks the notes on the account and tells me that the money hasnt been refunded but i should receive funds back into my account within 3 working days..... so i wait in anticipation to see if anything actually gets done!

Re: O2 Data Charges Abroad

Beenherebefore — Mon, 12 Jun 2017 17:00:02 GMT

@Anonymous ............have the bailiffs on standby

Re: O2 Data Charges Abroad

jonsie — Mon, 12 Jun 2017 17:39:49 GMT

None of it sounds very promising but I do hope it gets sorted without any more messing about and further awful phone experiences.

Re: O2 Data Charges Abroad

Anonymous — Mon, 03 Jul 2017 09:59:27 GMT

Did you manage to get this sorted out?

I'm going to Morocco next week, and really struggling to find out the information. From what I have read in this post, and others about other countries, I am thinking that I might be best to just take a phone without a sim card and hope that I can connect to wi-fi!, so that I can avoid any hidden charges etc. As it seems even turning off all data roaming etc doesn't always work. Then there is the added voicemail issue that can get you charged.

Re: O2 Data Charges Abroad

MI5 — Mon, 03 Jul 2017 10:20:00 GMT

That would be the safest way.
If you have Tu you can still use calls and texts over wifi back to uk numbers.