Charged for data in Norway but never been to Norway, ever

[nousrname]

I have taken two separate trips to a country in South East Asia let’s say on Nov 1st and Dec 1st. Both were 12.5 hour flights from London Heathrow with Wi-fi on board but you have to purchase it, which I did not. I always ensure that my phone is on airplane mode before take off.

O2 is charging me data worth £44 and £33 each trip on Nov 1st and Dec 1st i.e. both days of departure. The system says I used the data in Norway. I have never been to Norway. The flight path is over Belgium/Germany/Austria. The times that the internet was used, the first might coincide with the plane landing in south east asia but the second time was when I was in Heathrow!!

An investigation has been launched. I just cannot understand what has happened here. I’d like to know if anyone else has had the same thing happen to them?

[Cleoriff]

So pleased you got a gesture of goodwill @nousrname

Always risky when taking phones on aircraft and ships.

Best way to avoid any charges is to turn your phone off completely. (Annoying I know... but we do see similar posts to yours often)

[Krupp]

Yes,

I have a bill for £40 of data for connecting to a mast in Norway while flyig back from New York.

I have goodwill gesture for £20 but I have told them I will be taking it further

[jonsie]

Frequent complaint unfortunately.

Let us know how you get on but 50% is a reasonable gesture from O2.

[MI5]

@Krupp

Have you seen the help here ?

https://community.o2.co.uk/t5/How-to-Guides/Cruise-Liners-Aircraft-Charges/ba-p/1058892

[Krupp]

Thanks,

Yes £20 goodwill is nice, but still £20 for data I have never used sat on a plane!!

I have escalated it through customer services, waiting a call tomorrow, they have gone home for the night

[Krupp]

Thanks fro the link, really helpful, if its satellite based networks i'm connecting to I understand that, but they are just not helpful, I did NOT use the phone the either waive the £40 or I take it even higher, hey must be fleecing thousands with this, oops sorry not our fault cough up anyway

[jonsie]

Good luck @Krupp 

[pgn]

Interesting. 

Two features on Android to be wary of:

Turn the one above Off when travelling in foreign parts, and

disable the Smart Wi-Fi switcher feature. 

I have been able to latch onto Wi-Fi from a nearby coach whilst sitting in a car in heavy traffic, as the coach was between me and the nearest mobile phone mast, and the coach's on-board Wi-Fi signal was the stronger signal... 

Conceivably, the same could happen when sitting at a boarding gate at a busy airport - you latch onto a stronger signal coming from a plane at an adjacent gate, or similar.

Must check our Community Guides and see what they say about this.

Glad you got a Goodwill payment. 

[Krupp]

Thanks for the aadvice , most helpful.

O2 called back today and have waived all £40 of data charge from Norwegian phone mast.

It will show as a £40 credit on my bill on the 16 May so I will let you know.

Sorry if I messed up Post / Thread as I am total noob!!

@pgn @jonsie @MI5 @Cleoriff 

Thanks guys!

Krupp

More info

[jonsie]

Nice one. Well done @Krupp