Hi ​@Raftab,

I’m really sorry to hear about what’s happened.

As this is a public community forum, we don’t have access to your account details to see exactly what’s caused the usage and charges on this occasion. For a full breakdown and proper investigation, it would be best to speak directly with our Live Chat team, who can securely access your account and explain things in detail.

You can get in touch with them here: https://www.idmobile.co.uk/live-chat

In the meantime, just to give you a bit of context, this can sometimes happen if:

• obile data was still active in the background (even when connected to WiFi)
• Apps were using data in the background (updates, syncing, etc.)
• WiFi connection dropped intermittently, switching back to mobile data
• The add-on allowance was used up, and any further usage then went out-of-bundle
• You may not have been connected to the correct roaming partner, the ones for Turkey are Turkcell, AVEA or Telekom.

The team will be able to confirm exactly what’s happened and talk through it with you.

Hope this helps, and I really hope it gets sorted quickly for you!

Regards,

Gemma M

The iD Mobile Social Media Team

Thank you. I will contact the team. 
I had purchased the add on in London so it would be ready to connect when I landed in Turkey. My daughter sis the same and hers is working absolutely fine. 
Secondly, whose responsibility is it to ensure that I am connected to the roaming partner. If I purchased the add on in advance then I would expect to be automatically connected to the correct roaming partner. 

Thank you

Hi ​@Raftab,

Thanks for your patience, and I completely understand why this has been frustrating, especially as you planned ahead.

To clarify, while you can purchase a roaming add-on before travelling, on the iD Mobile website we do recommend buying and activating add-ons once you’ve arrived at your destination. This is because your phone needs to connect to a supported roaming partner network first, and sometimes devices don’t automatically connect to the correct network straight away.

In terms of responsibility, iD Mobile provides access to roaming and the available partner networks in Turkey. However, it is the user’s responsibility to make sure their device is successfully connected. If your phone doesn’t automatically select a supported network, it may either fail to use the add-on correctly or continue using data outside of it, which can lead to additional charges.

As your daughter’s service worked fine, it does indicate that coverage and partner networks were available in your location. In this case, it’s likely your device didn’t connect correctly or may have briefly switched networks, which can sometimes happen without being obvious.

For future trips, we’d strongly recommend:

• Manually selecting a network if automatic connection isn’t working
• Turning off mobile data until the add-on is active and working
• Setting your spend cap to £0.00 via the iD Mobile app or account to prevent any unexpected out-of-bundle charges

We do appreciate this isn’t the experience you expected, but these steps will help avoid similar issues going forward.

Thanks again for raising this, and we hope this helps provide some clarity.

Regards,

Gemma M

The iD Mobile Social Media Team