topic Re: Unexpected go roam charges whilst roaming is turned off in Account and services

Unexpected go roam charges whilst roaming is turned off

MazD — Tue, 18 Jun 2024 21:28:11 GMT

So I’m currently in the EU, my roaming is permanently turned off as I have a phone from a provider in the country in which I’m based. I use my UK mobile only over WiFi. All the rest is disabled and my phone never leaves where I am staying. So it’s come as a huge surprise that I’m being charged a daily go roam charge. This is effectively doubling my monthly bill even though the bill also shows that I have not used any services at all. Has anyone experienced similar and have you managed to resolve this issue and get your money back?

Re: Unexpected go roam charges whilst roaming is turned off

MZone — Wed, 19 Jun 2024 09:05:23 GMT

Have a look at this post here.

Re: Unexpected go roam charges whilst roaming is turned off

MazD — Fri, 21 Jun 2024 05:16:53 GMT

Thank you, after an online chat the matter has been resolved. Full refund given

Re: Unexpected go roam charges whilst roaming is turned off

TheSolent — Tue, 02 Jul 2024 14:07:04 GMT

I’ve had this problem twice this year. Each time they refused to accept fault until I requested a PAC code to move to a different network. They refuse to accept liability and blame customers. If it happens again I’m off.

Re: Unexpected go roam charges whilst roaming is turned off

Hex1 — Tue, 06 Aug 2024 15:15:31 GMT

I've also had this issue every time I've been abroad for the last year. It is extremely annoying. I've been told by 3 to remove my sim, which is even more annoying. I have an i phone and don't want to fiddle around with opening the phone, nor do I want to risk losing my sim. Surely, this day and age, it should be sufficient to just turn off roaming and not be charged for something I don't use.

Re: Unexpected go roam charges whilst roaming is turned off

MZone — Tue, 06 Aug 2024 15:37:23 GMT

They are looking into the issue but have no timescale on a resolution yet unfortunately. Agree totally impractical/unacceptable to remove your SIM. Never had this issue on other networks either and I’ve been with them all.

Re: Unexpected go roam charges whilst roaming is turned off

LL63 — Wed, 09 Oct 2024 14:40:07 GMT

Will they be refunding amounts incorrectly charged to customers? I took my case to the Ombudsman & was not successful. I was erroneously charged over £30 in roaming costs that I did not use whilst I was in Australia for 3 months attending to my father after he had a stroke. Literally was charged £6 on touching down in Sydney despite having data roaming turned off.