Help! Roaming in Mexico: Confusion & lack of support

[Yucatanhombre]

I renewed my contract on 2nd April. I'd been considering switching to another provider, until O2 price matched and threw in free data/calls for my upcoming holiday to Mexico, under their Inclusive Zone 27 countries thing. 

The very friendly chap on the phone explained that it would appear on my bill as the 'EU bolt on', but did the same thing...

Arrived in Mexico today, and within 30 minutes had a data warning and a note saying I'd used £51.50 data (note, this is the same as the EU cap amount). So I turned off my data roaming and had a pretty nerve-wracking bus journey across Yucatan to my hostel! 

I'm now at a loss as to what to do... Did I miss something? Am I not supposed to turn on roaming?

I've downloaded the app but can't see the charge yet, also can't see how to get this thing turned on. The chap on the phone told me there was nothing to do and I was categorical about it because it was the difference between my renewing my contract/ not. Do they record those calls?

I'm now 6hrs behind the UK and with the issue I guess calling in is going to cost me an arm and a leg! 

Any advice? Currently using hostel WiFi but do need internet for my onwards travel!

[Bambino · Accepted solution]

@Yucatanhombre You can call O2 customer service for free from your mobile on +44 7860 980 202

You're obviously aware of the time difference. Customer service is available from 8 am UK time.

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

Hopefully one of those methods of contact can help you sort your issue.

[Cleoriff]

@Yucatanhombre 

If you have O2 Travel Inclusive then text, calls and data should be free.

https://www.o2.co.uk/international/travel-inclusive-zone 

Guide: Roaming MegaGuide 

The Travel Inclusive bolt on should show in My O2, under Bolt Ons.

Follow @Bambino's advice about contacting O2 as they are the only people who can correct this on your account.

Meanwhile, if it's still not working you could try a few things....

1) A local sim for data will be cheaper

2) Use Wifi only.

3 Keep in touch with friends and family by using Messenger or Whatsapp. That will only work if the people you are contacting have got the app.

Best of luck though when you contact O2.