data roaming in UK

[rozzlewis]

Hi

I was in England last week. I set my phone up for data roaming on my settings but when I came back, my bill had cahrged me 150 for 5 days of data roaming...Calls and texts were free. I tried to call three before I left to see what the story was now UK are not in EU but no way to speak to an actual person and the chat bot is not effective.

Can anyone from three help me with getting my money back as I had received a text saYING my eu allowance was 28gb free and outside of this is .3c per mb.

I checked my bill and I only used 8.1923 MB so am confused to why 113.15 was still charged? 

Can anyone help as I think I am correct!

Thanks

Rozz

[Three_Deborah]

@rozzlewis. hi there, while in the UK, your EU data allowance covers you. So it's strange that you've been charged for data usage. When you get the chance, please send me a PM with your full name, phone number, address and date of birth and I'll take a look at your account 👍

[rozzlewis]

Thanks, just sent you a pm.

Rozz

[Three_Bex]

@rozzelewis Hi there, thanks for sending those details. I'm going to respond here in order for others to see and get assistance with similar queries. 

Can I ask how you travelled to the UK? Was it by boat or plane?

While close to land, your phone will connect to a terrestrial mobile network, and EU roaming rates will apply. The EU binding price cap does not apply if you use your mobile phone onboard via the ferry's satellite connection, provided by Telenor Maritime. This means that if you use your mobile onboard a ferry, you will incur satellite charges. For a full breakdown of these costs you can click here 👉  https://www.three.ie/pdf/Bill_Pay_Price_Guide.pdf

Bex

[rozzlewis]

Hi,
Thanks for that!
I could not get any connection while I was on the ferry so i do not
understand how it still came up as "Use of wifi" on my bill. Perhaps, it
was connecting automatically as i did not turn any settings off. I actually
read for the time I was on the ferry. Is there any way I can get this
resolved and taken off my bill. I would tell you if I used wifi on board
the ferry but I could not get a connection so I just read instead.
What do you think, please?

[Three_Bex]

There is a high volume of data usage on your bill. If you're sure you were not using the data, it is likely the ''Background refresh'' setting was switched on. This phone feature gives apps such as emails, social media, location services, etc. access to data in order to refresh the information even when you're not actively using your phone.

You can switch this off by following the steps below:

Go to Settings.
Tap General.
Tap Background App Refresh.
From the list of apps shown, use the toggle to turn Background App Refresh on or off for each app.

As there is a high volume of usage for data while roaming, the charges would be valid.