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Anonymous
Posts: 0

Re: Charged for roaming we didn't use

MI5 said

'As none of us were on the cruise with you it is impossible for us to know what, how or why unfortunately.
We can only offer you the benefit of our experience in such matters which may or may not assist you further.
It is however, very unusual for o2 to make a billing mistake so you can be pretty well assured that the charges are accurate'

 

I appreciate the suggestions.

 

We had nine £4.99 O2 Travel charges between us, in various ports. I can accept, that maybe an app accessed the internet on those occasions.

 

But we also had, between us, seventeen 40p  text charges (16 when contected to the ship's cellular network and one in Fiji).

 

We are 100% certain that we did not send any of these texts.  This is why I feel convinced that the charges for the texts are wrong.

 

Can anyone suggest an explanation for these phantom texts? 

 

 

 

 

Anonymous
Posts: 0

Re: Charged for roaming we didn't use

@Anonymous turning off mobile dats just means no internet. You can still get calls & texts

Posts: 88,641
Topics: 536
Registered: ‎04-04-2012

Re: Charged for roaming we didn't use

Put phone in airplane mode and turn back on WiFi.
Tell anyone to facetime you or WhatsApp call.
Job done.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Anonymous
Posts: 0

Re: Charged for roaming we didn't use

I'm not sure that turning off mobile data would be a solution in this case, if it doesn't stop texts. As mentioned we've been charged for texts we didn't send.

Anonymous
Posts: 0

Re: Charged for roaming we didn't use

I can see how airplane mode would work, so that is something I can do.

 

i don't want to keep banging on about it - but do you have any thoughts on how we could have been charged for texts we 100% didn't send? That remains my main query at this point.

 

we've looked on our bills and the texts are timed and dated, but there is no indication of the number they were aparantly sent to.

 

i've assumed that the times quoted are UK times.  I've worked out the local time based on the location on the dates involved.  Some are the middle of the night, others are times when we wouldn't even have our phones with us, like being at breakfast, dinner or in the theatre.

 

It was suggested to my husband that his phone was malfunctioning. But we feel this is unlikely, as my phone was behaving in exactly the same way in the same time period. 

 

I'm baffled about these texts. I know we didn't send them.  Any thoughts on this point.

 

Thank you

Level 42: Skillful
Posts: 3,965
Registered: ‎26-03-2014

Re: Charged for roaming we didn't use

Is there any record of the texts on your phones?
Do iPhones send anything over the network in the background @MI5 @adamtemp64?
I think I remember of phones automatically connecting to networks and sending data if turned on/off and they were not set to airplane mode. Would this be something that you would have done?
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Anonymous
Posts: 0

Re: Charged for roaming we didn't use

No, there is no record of any texts being sent on our phones, during the period we are disputing the charges.

 

We turned off our phones before boarding our out bound flight to Singapore on 10th February, and turned the phones back on when we reached the terminal building in Singapore. The phones were never In airplane mode.  Then the phones were turned on all the time until 29th March, when we switched them off again to fly home from San Francisco.  Everything has been fine since we got home.

 

in any event, my first disputed charge was on 20th February, and my husbands first charge was on 6th March, so it doesn't tie up with the time we switched our phones back on.

 

 

 

 

 

Level 42: Skillful
Posts: 3,965
Registered: ‎26-03-2014

Re: Charged for roaming we didn't use

Huh.
The only other thing I can think of (and I am not sure it is still a thing) is the WiFi Assist feature on iOS.
It uses phone signal if the WiFi is not as fast or having issues.
What version of iOS are the devices on?
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Previously: LG G4, Sony Z1, HTC Sensation XE, Samsung Omnia i900
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Anonymous
Posts: 0

Re: Charged for roaming we didn't use

At the time, both phones were on IOS 10.2.1  which was the latest OS when we left the country.  10.3 came out on 27th March, and we both downloaded this after we got home (we didnt accidently do it on holiday!)

 

If it was just the O2 Travel £4.99 charges, I'd probably accept the theory that wifi may have dropped and data kicked in.  But it doesn't explain why we've been charged for the texts we never sent. 

 

All I was seeking from them is an explanation. I've tried to contact them by social media, but they claim they are unable to pass this to anyone for a more detailed investigation.

 

I've decided I'll have to give this up now, as it's taking up too much of my time and is making me stressed. 

 

I have emailed Mark Evans the CEO to express my displeasure, but like I told him, I guess I'm just going to have to 'suck it up'.

 

At least I've only got 2 months left on my contract, then I'm off. 

 

Thanks to everyone who replied

Level 42: Skillful
Posts: 3,965
Registered: ‎26-03-2014

Re: Charged for roaming we didn't use

Have you tried the resolver option (found on the contact us link at the bottom of the page)?
They have a good track record with sorting complaints.
Now using the LG V30.

Previously: LG G4, Sony Z1, HTC Sensation XE, Samsung Omnia i900
Try the Tech Galaxy Note 4
Try the Tech Lumia 640LTE and Microsoft Band