Just like Mums everywhere, I've apparently been to Iceland?

[Anonymous]

On the 3rd of May this year, I boarded a ferry in Portsmouth and 24 hours later docked in Bilbao, Spain. Whilst onboard I had no mobile phone connection. No data access.

I checked my bill when I got home this weekend and I've been billed £40 for "Non-EU browse and download" on the exact date I was on a boat, country code "ISL". 

Has anyone else had this happen?

I've had an online chat with O2 twice now. The second time they had no record of my first query about this. This time again they said they will investgate it.

I'm quite loath to pay £40 on my bill and wait for them to investgate when I'm on a £27-a-month contract!

[Anonymous]

It would be advisable to turn mobile data off on the phone before boarding the ship if you still wish to be able to use the ship's phone mast for calls/texts etc.

Before going on a cruise, it is good to check who the phone mast they provide, if any, is with. Their website or brochure should always tell the host country and so you can go to o2.co.uk/international to find out the charges.

[Cleoriff]

@Opium...ahh NOW I get it Having just sorted all this out when flying to Spain, I began to think I wouldnt be using the ferry, but understand now. (mind you I will still fly as I get to the sun, just that bit faster

[adamtemp64]

@opium this is another issue with the new international pages there is no ferry / cruise ship info yet there was in the old international pages.

[Anonymous]

Here's the result of my enquiries with O2. They are adamant that I did use 24MB of data and they will not remove the £40 charge from my bill. I was on the phone to them for some time whilst they explained to me that my smart phone may have been downloading emails, etc.

I know I didn't get any data. If it had even connected in the middle of the night I'd have had the email on my phone in the morning. As it happens I was even awake in the night getting some fresh air for my sea legs!

I was passed onto someone of a different gender (may or may not have been a higher level of the complaints tree) and told again that they would not remove the £40 charge.

I asked how much it would cost to cancel my contract, so I'll be going down that route now. Well done O2, that's the way to lose your customer of 6 years.

[jonsie]

It's a shame but maybe you should make an official complaint to see if they will bend a little.

O2 | How to complain

[Anonymous]

Thanks but in this case I think they will stick to their guns and say I used the data, and have to pay. I'll wait the 8 weeks required and contact the ombudsman to see if I can get it resolved.

I was passed to their "retention" department. I'm paying around £85 to end my contract five months early and they actually said "It's a shame to pay that money for nothing", meaning the £85!

[adamtemp64]

To go to the ombudsman you will need to use the complaints review service as that is the last layer of the o2 complaints procedure and only then will the 8 week deadlock be invoked.

[Anonymous]

I'm going to complain in a posted letter. I'm done listening to the hold-music.

Thanks for all of your advice.

Whilst sticking my letter together I found this SMS message from "O2Roaming" on my phone, sent whilst I was on the ferry:

Welcome to ICELAND. You’re on O2 Travel. Data costs £1.99 per day. Calls to the UK/EU cost 50p to connect, then it’s free to talk for the first 60 minutes, after 60 minutes UK out of bundle rates apply. Answering your phone also costs 50p to connect and then it’s free to talk for up to 60 minutes, after 60 minutes UK out of bundle rates apply. Texts are 8.5p (and free to receive). Prices inc. VAT. Further info Freephone 2266. Emergency services call 112.

[adamtemp64]

Yet another mess up that would be true for Iceland but ferry ships are not at that rate as your data charge confirms.

On your bill How many Mb did you use when on Iceland network?

[Anonymous]

24Mb apparently. It felt much less!