O2 data roaming charges when switched off
Discussion
I'm looking to hear from others who have experienced this.
Basically I took my mum on a trip to the USA, and before we went I ensured Data Roaming on her iPhone was disabled. While we were there she was reading her email on it through the Wi-Fi in my apartment, but never re-enabled the data roaming. I'm very IT-savvy and have been an iPhone user and international traveller for many years, so know how it all works.
On returning she was stung with a £35 bill for data from O2, which I of course phoned up to query. They of course questioned that she had switched it on etc, but after lots of feeble excuses like "you shouldn't use wi-fi", "you should disable email" and "dont press the email button" as these can all cause data roaming to magically become re-enabled they finally alluded to the fact that they are aware that there can be circumstances when this does occur.
Having a quick look around the web and there are plenty threads of others who this has happened to, such as:
http://www.moneysavingexpert.com/news/phones/2010/...
http://crave.cnet.co.uk/mobiles/iphone-users-compl...
http://forum.o2.co.uk/viewtopic.php?t=35065
http://forum.o2.co.uk/viewtopic.php?t=32328
My call ended up with O2 ordering a "network investigation" - which I assume will simply end up with the reply that there is nothing wrong with the network, and them telling me to take the phone to an Apple Store as the problem lies with Apple.
So I'm looking to take this as far as I can with O2 and Apple, and would like to see any other links where cases of this is being reported, and also would like to hear from anyone else who has experienced the same (only of you're 100% sure data roaming was disabled).
I'd also like any legal advice on how to take this as far as I can - its only £35 so I'm not bothered about a refund, I'd rather this was properly exposed for the scam it is. What's the best routes - through ofcom (or whatever they're called these days), CAB, Small Claims, BBC Watchdog, press??
Basically I took my mum on a trip to the USA, and before we went I ensured Data Roaming on her iPhone was disabled. While we were there she was reading her email on it through the Wi-Fi in my apartment, but never re-enabled the data roaming. I'm very IT-savvy and have been an iPhone user and international traveller for many years, so know how it all works.
On returning she was stung with a £35 bill for data from O2, which I of course phoned up to query. They of course questioned that she had switched it on etc, but after lots of feeble excuses like "you shouldn't use wi-fi", "you should disable email" and "dont press the email button" as these can all cause data roaming to magically become re-enabled they finally alluded to the fact that they are aware that there can be circumstances when this does occur.
Having a quick look around the web and there are plenty threads of others who this has happened to, such as:
http://www.moneysavingexpert.com/news/phones/2010/...
http://crave.cnet.co.uk/mobiles/iphone-users-compl...
http://forum.o2.co.uk/viewtopic.php?t=35065
http://forum.o2.co.uk/viewtopic.php?t=32328
My call ended up with O2 ordering a "network investigation" - which I assume will simply end up with the reply that there is nothing wrong with the network, and them telling me to take the phone to an Apple Store as the problem lies with Apple.
So I'm looking to take this as far as I can with O2 and Apple, and would like to see any other links where cases of this is being reported, and also would like to hear from anyone else who has experienced the same (only of you're 100% sure data roaming was disabled).
I'd also like any legal advice on how to take this as far as I can - its only £35 so I'm not bothered about a refund, I'd rather this was properly exposed for the scam it is. What's the best routes - through ofcom (or whatever they're called these days), CAB, Small Claims, BBC Watchdog, press??
Parrot of Doom said:
It happened to a mate of mine while we were on the IoM in June this year, he has an iPhone and despite data roaming being turned off, it still used data.
He had to phone them up and complain. I use a Nexus One on Vodafone, and mine used nothing.
Did he get a refund - it seems some people are (mostly journalists) and some are not....He had to phone them up and complain. I use a Nexus One on Vodafone, and mine used nothing.
Is it a 3G that's been updated to IOS4? There seems to be a problem there that Apple and O2 are investigating.
http://www.theregister.co.uk/2010/07/29/ios4_roami...
http://www.theregister.co.uk/2010/07/29/ios4_roami...
GreigM said:
Parrot of Doom said:
It happened to a mate of mine while we were on the IoM in June this year, he has an iPhone and despite data roaming being turned off, it still used data.
He had to phone them up and complain. I use a Nexus One on Vodafone, and mine used nothing.
Did he get a refund - it seems some people are (mostly journalists) and some are not....He had to phone them up and complain. I use a Nexus One on Vodafone, and mine used nothing.
t, and would likely have told them to foxtrot oscar if they didn't refund him.sjg said:
Is it a 3G that's been updated to IOS4? There seems to be a problem there that Apple and O2 are investigating.
http://www.theregister.co.uk/2010/07/29/ios4_roami...
Nope, its a 3G that is still on v3 - in fact, I was there and mine is a 3G with v4 and no issues. In fact the person on the phone at o2 suggested there was a known fault with older versions and insisted it was pretty much our own fault for not upgrading!http://www.theregister.co.uk/2010/07/29/ios4_roami...
GreigM said:
In fact the person on the phone at o2 suggested there was a known fault with older versions and insisted it was pretty much our own fault for not upgrading!
I would have thought they should refund all the rental charges for that phone if they know it has issues but kept on billing him. It's funny how these things all get turned around on us.Still worrying though... I don't expect you're alone getting charged for services you didn't use. How many other users at £35 or £50 each who don't question it or can't be as certain who shell out anyway? Hundreds, thousands? They probably gave up on you as you are certain of your facts but I'll bet they don't give in so easily in all cases.
GreigM said:
I'd also like any legal advice on how to take this as far as I can - its only £35 so I'm not bothered about a refund, I'd rather this was properly exposed for the scam it is.
GreigM said:
Well its turned out ok. We got a call from o2 today waiving the data charge as a "goodwill" gesture - hadn't done anything else in the meantime as I was waiting for O2's response - nice to see them stepping up here - have changed my opinion of the company.
Giving up so soon?mrmr96 said:
GreigM said:
I'd also like any legal advice on how to take this as far as I can - its only £35 so I'm not bothered about a refund, I'd rather this was properly exposed for the scam it is.
GreigM said:
Well its turned out ok. We got a call from o2 today waiving the data charge as a "goodwill" gesture - hadn't done anything else in the meantime as I was waiting for O2's response - nice to see them stepping up here - have changed my opinion of the company.
Giving up so soon?t sandwich and we were caught in the middle so they'll refund and say sorry, I think "fair enough" is a good place to call a halt, what more do you suggest I do? Had they continued the "fk off" line then I already had a wedge of information and actions to carry out, but they called my bluff by phoning up and saying "fair cop".Parrot of Doom said:
It happened to a mate of mine while we were on the IoM in June this year, he has an iPhone and despite data roaming being turned off, it still used data.
He had to phone them up and complain. I use a Nexus One on Vodafone, and mine used nothing.
I had the same thing with my iPhone when I was in the Isle Of Man in June for the TT as well. A friend of mine who I was with also had the same problem.He had to phone them up and complain. I use a Nexus One on Vodafone, and mine used nothing.
I contacted Vodafone who blamed me to start with but then eventually refunded me the roaming costs. My friend who is with Orange never got his money back.
According to the reports I've read, it's down to a fault with the iPhone but none of the networks seem to be happy to admit that they've got faults!
Interestingly:
http://www.bbc.co.uk/news/technology-11155947
and
http://forum.o2.co.uk/viewtopic.php?p=310396#31039...
Seems to be a somewhat "acknowledged" problem for O2 - Apple are blaming O2s implementation of visual voicemail, O2 are blaming apple.
http://www.bbc.co.uk/news/technology-11155947
and
http://forum.o2.co.uk/viewtopic.php?p=310396#31039...
Seems to be a somewhat "acknowledged" problem for O2 - Apple are blaming O2s implementation of visual voicemail, O2 are blaming apple.
I've just had an almost similar issue with O2, except my destination was Spain, not the US.
Basically, I reset my useage stats after a particular nasty radishing when we were in Rome earlier this year - stupidly enabled data roaming, then hit the mail icon...little did I know a friend sent me some pictures attached, hence a huge amount of data. Ho hum.
I used about 20MB, at £3 according to their text they sent me. They alleged I actually used 40MB, which was simply not true. I made a racket and they dropped the extra data as a, yep, "a gesture of goodwill". Which was nice.
No admission they were wrong, no promise to look in to it, but glad tidings on their part.
And as you say, we are not alone.
Basically, I reset my useage stats after a particular nasty radishing when we were in Rome earlier this year - stupidly enabled data roaming, then hit the mail icon...little did I know a friend sent me some pictures attached, hence a huge amount of data. Ho hum.
I used about 20MB, at £3 according to their text they sent me. They alleged I actually used 40MB, which was simply not true. I made a racket and they dropped the extra data as a, yep, "a gesture of goodwill". Which was nice.
No admission they were wrong, no promise to look in to it, but glad tidings on their part.
And as you say, we are not alone.
neenaw said:
Parrot of Doom said:
It happened to a mate of mine while we were on the IoM in June this year, he has an iPhone and despite data roaming being turned off, it still used data.
He had to phone them up and complain. I use a Nexus One on Vodafone, and mine used nothing.
I had the same thing with my iPhone when I was in the Isle Of Man in June for the TT as well. A friend of mine who I was with also had the same problem.He had to phone them up and complain. I use a Nexus One on Vodafone, and mine used nothing.
I contacted Vodafone who blamed me to start with but then eventually refunded me the roaming costs. My friend who is with Orange never got his money back.
According to the reports I've read, it's down to a fault with the iPhone but none of the networks seem to be happy to admit that they've got faults!
Yep. Basically he kept receiving emails even when it was turned off. Crap software.
[/quote]
Pretty much what was happening to us - got the text message while travelling to say data was being used, so even double checked that data roaming was off....thought it was just a mistaken text....until the bill came in. It seems apple are saying its O2s implementation of the Visual Voicemail thats at fault - may be limited to an O2 problem after all.
[/quote]
Pretty much what was happening to us - got the text message while travelling to say data was being used, so even double checked that data roaming was off....thought it was just a mistaken text....until the bill came in. It seems apple are saying its O2s implementation of the Visual Voicemail thats at fault - may be limited to an O2 problem after all.
Gassing Station | Computers, Gadgets & Stuff | Top of Page | What's New | My Stuff