Roaming charges

[Kmac77]

Hello, I recently travelled to Spain and was concerned to find that I had incurred £149 worth of data charges, mostly because the internet on my phone would not connect while I was there. According to new EU rules I should only be charged up to £6.50 (excluding VAT) per GB of data used. I don't understand why I have been charged so much, since I apparently used an extra 5GB of data? 

[BandOfBrothers]

The way Roaming works and applicable charges are in > https://www.vodafone.co.uk/explore/costs/travelling-abroad/

[Kmac77]

Thankyou for the link, but why do your roaming charges contradict new EU law? Why have I been charged so much extra? 

[BandOfBrothers]

My apologies my iPad glitched when I posted. 

Have you spoken with Vodafone Customer Services to question your charges ? If so what did they say ?If not please do so. 

[BandOfBrothers]

from T&C’s http://www.vodafone.co.uk/cs/groups/configfiles/documents/document/vfcon072758.pdf

[AnnS]

Hi @Kmac77

If you have received your bill, the first thing to do is to go through all the itemised charges, this will give an indication of the amount of data used whilst you were away and something to refer to when contacting Customer Services.

If you have been incorrectly charged, Customer Services will be able to get the overcharge corrected and raised a credit against your account.

[Kmac77]

And of course I went through the itemised charges and could not believe the list of data that had been used. The phone had been unable to connect to internet the whole time I was in Spain and so I had to use hotspot from my other Vodafone phone. As soon as the other phone went off so do the internet on the phone with the large bill. If it was unable to connect to the internet how did it manage to use so much data? 

[AnnS]

Hi @Kmac77

If this is understood correctly, you have used hotspot from your other phone to create an shared internet connection with the phone where you have used a large amount of data.

If this is correct, the phone where you have the large bills would have been downloading data on each and every connection and would have continued downloading data until you ended the connection on the other phone.

The way forward now is to discuss this with Customer Services, they will be able to go through the charges with you.

[Kmac77]

Should it not have been the the phone that was giving the data that is the phone with the large bill?

[Gemma]

@Kmac77 - So that we can take a look at these charges, please send us your details by following the steps in this private message.