No credit even though i topped up and only used free Wi-Fi

[Emma1979]

Hi,

I’m visiting the USA and topped up £38.00 for it to completely disappear. I only had my phone on for a few minutes at the time I turned on mobile data and roaming as I was at the airport quickly trying to check emails but no credit to.

Ive turned off Wi-Fi Assist and roaming and mobile data is also turned off as I’m using the free Wi-Fi in the hotel. All mobile data is off on all my apps. 
I topped up £10 today for all of it to be gone I’ve not used my phone only on free Wi-Fi,  so why is it disappearing? 

[MI5]

@Emma1979 

You've not mentioned if you've made/received calls or sent texts but they are chargeable too, not just data.

Using Your Phone Abroad → O2 Travel Search Tool | O2

[Emma1979]

Hi sorry I forgot to mention it 

No I’ve not made any calls or texts so I really don’t understand it. 

[Enlli]

£38 would equate to around 5 MB easily used in a few minutes

Don't know the circumstance of the £10 but as you are on PAYG you will not be able to call or receive calls in the USA as you need 4G calling and that is not available on PAYG

[MI5]

...............Unless the phone switched to 2g.

Anyway, calls and texts are irrelevant in this case.

@Emma1979 

I'd message O2 to check what's happening.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) 

[Emma1979]

I thought that might be the case with 5MB. I’ve just checked my top up again and I actually do have £9.95 left it probably didn’t refresh when I topped up. I tested my phone with mobile data off and Wi-Fi on and made a voice call to my son let it ring so it must of used 5p 

I got a text message from 02 Roaming the day I got to the USA to say calls were £2 per minute to make and receive to the U.K. 50p per minute texts and £7.20 per MB

So does that mean I can make calls while im

here, it’s so confusing. Otherwise will have to use my son’s phone and it’s only to book taxis? 

[Emma1979]

Thank you for your advice I will use the social media platform as I don’t seem to get anywhere with web chat. 

[MI5 · Accepted solution]

@Emma1979 

It would seem your phone is switching to 2g for calls so you should be able to book taxis but at £2 per min for the calls.