Data Roaming Off, Still Charged

[sammyh25]

Using a Samsung S7 Edge.

I travel to World for business and always have data roaming off, unless I wish to turn it on in a World Traveller zone. I recently landed into Tehran, Iran and when the mobile picked up the local network various notifications and apps obviously had a data connection as they updated for a few seconds.

Before I had a chance to double check my settings the usual "data roaming disabled" message appeared and no further data was flowing until I accessed wifi.

There seems to have been an issue with either the mobile and/or the local network recognising that data roaming was off, and as a result I have charged £6 for 1.02 Mb of data. (29/01 at 10:19).

I'm hoping not to visit "Iran" again in the near future and whilst I have never came across this issue on my travels before I'd be greatful if someone could come up with a reason as to why this issue occurred in the first place and possibly advise how I can get the charges refunded.

regards.

[BandOfBrothers]

Hi,

Rule of thumb is to toggle off Mobile Data in the phones settings which would stop this type of connection. 

In regards to charges and refund request you'd need to liaise with Customer service on 191 or Live Chat. 

[hrym]

@sammyh25Could you confirm whether data roaming was turned off in your account settings and/or on the phone itself (as Lee suggests)?   If it was the former, it almost sounds as though there was a momentary connection to pick this up, in which case, there's a system glitch that needs to be looked at - and I think that might be beyond the normal customer service channels.

[sammyh25]

Data roaming was OFF and mobile data ON in the mobile's settings.

This is my normal setting and in many years of International travel I have only been charged once wrongly, and it was this instance upon my arrival in Iran!!!

[63johnw]

Hi, it is always recommended as a belt and braces approach that mobile data is turned off on the phone before getting on the plane as this avoids the issue you are having, if you wait til you land this sort of thing can happen.

[hrym]

This is a very odd one - at least, I'm assuming it is as I don't remember it coming up on the forum before.  The Tech Team have noticed the thread, but I'll make a specific request for them to take a longer look at it.  I think this is something that'll take quite a lot of digging and they're the best people to do that.

[Rahim]

@sammyh25 We'd like to check this for you. 

I've sent you a private message with details on how to get in touch.

[Getafix]

I have experienced this on the Blackberry.

It was the Blackberry services that used to Kick in and use the data before the phone setting stopped the Data. Usage used be around 250KB

Never seen it in IOS or Andoid.

[Wombleuk]

Old thread,I realise, but I've just fallen victim to this.

I spent three weeks in the states and when I got my bill a couple of days ago, found that around two thirds of the way through I got charged for data roaming. The amounts were so small that even opening a browser would have used more. It seemed to start after I switched off airplane mode to receive some texts. Customer support said they couldn't do anything and, unfortunately, my phone went in for repair before I got my bill and was factory reset. So, I couldn't even see whether the culprit was registered under data usage.

Something is definitely not right.

[63johnw]

Hi @Wombleuk did you also have mobile data turned off ?