on 06-01-2019 09:58
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?
on 06-01-2019 10:21
I think you should look at this guide on Aircraft and Cruise ship travel.
When you are connecting to a Maritime or Aircraft Network, you are connecting to a satellite-based system network.
there are no Mobile masts in the middle or the sea or air, but the networks you connect to is normally an extension of another network. Normally an EU one, so you may see Iceland appear on your bill for example. (but you were never near Iceland.)
Not sure how it happened if your phone was in Airplane mode...but if you wish to query it you need to contact customer services https://www.o2.co.uk/contactus
on 06-01-2019 10:57
I’d just like to know if this happened to anyone else.
on 06-01-2019 11:04
I have, in the past, seen posts where it has happened to other customers. though no-one said their phone was in Airplane mode.
O2 have to give you an explanation and hopefully a refund.
Best of luck and welcome to the forum
on 06-01-2019 11:10
Only 2 possible answers:
1 you didn't use data.
2 you weren't in airplane mode.
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone7 (EE)
on 06-01-2019 12:33
Could this be an mms data hole again ?
iPad Pro 11” 2018 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Henstridge Rural South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services
on 06-01-2019 16:06
It's connected to the aircraft's network somehow as they all get their signal via a Norwegian signal from the satellite no matter the route they are flying. Somehow the phone has connected even in flight mode. The charges should be refunded but next time I would switch off mobile data completely or just switch the phone off before boarding. If you were checking anything sat waiting for take-off then maybe it's used the plane signal somehow. It's not right whatever has happened so hopefully the investigation will see where, if any data was used.
on 07-01-2019 19:27
Hi @nousrname, sorry to hear that you've had unwanted charges on your bill. Please do let us know how it goes with the investigation, in case you get any information that could be of help to others who might be wondering about the same thing. Good information and advice above from our other members around aircraft/cruise charges in general as well, thanks everyone!
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on 11-01-2019 10:04
I genuinely don’t know what happened, I didn’t want to probe O2 in case they withdrew their goodwill gesture. I pay for two O2 contract phones and both were switched on airplane mode before each flight, my Samsung was charged data but the iPhone was not.