Abroad charges

[Natnat100]

Hey can anyone advise me why I was charged for a package abroad that I took out whilst away, and I didn’t have any access to what I’ve been billed for? 
around 30quoid, I think it was for ten days and never once did my phone work no data and could make normal phone calls or normal text (I have proof those messages didn’t send). I literally only had access on Wi-Fi. 

[Chris_B]

@Natnat100   Sounds like you purchased a roaming add on but didn’t enable roaming before you left the UK by texting ROAMING to 150.    But did the device show at all it was connected to a roaming network?  Did you have signal bars on the device? 

[ee_user14]

To avoid doubt...

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@Natnat100 wrote:

never once did my phone work no data and could make normal phone calls or normal text (I have proof those messages didn’t send). I literally only had access on Wi-Fi. 

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Could you make calls? Or could you not make calls? Your post seems to contradict itself!

[Natnat100]

Only when I had Wi-Fi 

[Peter_W · Accepted solution]

Welcome to the Community, @Natnat100 

As a few of the others have said, it sounds like the roaming service wasn't activated on your account, but you can check the status of this right away by sending us a message with ROAM to 150.

Having an inclusive add-on is separate to having the actual feature enabled on your account, so the presence of the former does not automatically enable the latter.

So we can take a closer look into the experience you had here, I'd recommend giving our team a call, and they check things out with you from there.

Peter 

[Natnat100]

Yes I didn’t do it before hand, and I was charged for it. How disappointing. 

[ee_user14]

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@Natnat100 wrote:

Only when I had Wi-Fi 

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Were you using WiFi-calling? Or were you using an app for voice-sessions?

The two aren't the same, your bundle would have covered WiFi-calling.