Charged way too much

[Anonymous]

I received bills for mine and my daughters phones a few days ago and we have both been charged for using data in Norway but we havent been in Norway... 

We did travel to Poland by car and we have information regarding using data in France, Belgium, Holland and Germany and that was 1. Free and 2. Understandable as we did drive through those countries but we were never in Norway. 

I was charged around £2 for the data and my daughter was charged £40 and these charged weren't even made on the same day. 

I just need help understanding why I was charged for using data in a country that I wasn't in. Besides, Norway is in Europe so eitherway, even if we had been to Norway, we shouldn't have been charged due to the Free Roaming in Europe thing that was introduced earlier this year. 

[Bambino]

@Anonymous You'll have to speak to Customer Service regarding the charges. https://www.o2.co.uk/contactus Were you by any chance on a ferry during your travels?

[MI5 Level 94: Supreme · Accepted solution]

I'll guess you took a ferry to France and used data whilst on the ship?
Norway is where the ships data satellite would be based so you pay a large price for using satellite data.
Prices are on this link under ships/ferries/airplanes
http://international.o2.co.uk/internationaltariffs/travelling_abroad#

[Cleoriff Level 94: Supreme]

As I understand it, the name Norway is so called as its the satellite system used by ferries...Usually shown as NOR

[jonsie Level 94: Supreme]

Travelling by car to Poland 🇵🇱 would have to involve crossing the Channel by ferry. I'm guessing the charges would be quite high if data was used. 

[Martin-O2]

Hello @Anonymous did you get a chance to speak to customer services about these charges?

[rulleh]

If taking the advice steer clear of the web chat if at all possible. I don't know, but I'm hopeful, if any other avenue of customer service is more competent but the web chat people are simply in a league of their own.

[Cleoriff Level 94: Supreme]

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@rulleh wrote:
If taking the advice steer clear of the web chat if at all possible. I don't know, but I'm hopeful, if any other avenue of customer service is more competent but the web chat people are simply in a league of their own.

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That's one polite way of putting it @rulleh. They certainly are no help at all with account issues...

[MI5 Level 94: Supreme]

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@rulleh wrote:
If taking the advice steer clear of the web chat if at all possible. I don't know, but I'm hopeful, if any other avenue of customer service is more competent but the web chat people are simply in a league of their own.

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We always advise the same.