add-ons Roaming Abroad Extend

3 replies
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I attempted to extend the roaming abroad data by 1 additional day, as I needed it to handle my travel on the last day; however instead of adding 1 additional day it is running concurrently with my existing 10 day roam abroad.

Is this expected behaviour, and what can I do to rectify this?

Gemma M

iD Mobile Employee

Hi @Silvius,

I’m sorry for the confusion with the additional Roam Beyond add-on.

Yes, this is expected behaviour. Roam Beyond add-ons activate immediately from the time they’re purchased, so the 1-day add-on should have been purchased after your existing 10-day add-on had either expired or used all of its data.

As the 1-day add-on has already activated, unfortunately, we’re unable to change its start date, pause it, cancel it or move it to begin after the 10-day add-on expires.

For future reference, we recommend waiting until your existing add-on has expired or been fully used before purchasing the next one.

Regards,

Gemma M
The iD Mobile Social Media Team

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S

SilviusAuthor

New Contributor

Thank you for responding @Gemma M

Can I make a formal complaint regarding the wording of this Text message received, as it is misleading?

"Just a heads up, your USA 10-Day Add-on with 20GB expires tomorrow. Log in to the iD Mobile App or my.idmobile.co.uk to check your usage and expiration details. You can also purchase another Add-on to avoid any out-of-plan charges."

Gemma M

iD Mobile Employee

Hi @Silvius,

Thanks for getting in touch.

I understand your concern regarding the wording of the message.

The text is intended to let you know that your USA Add-on is due to expire soon and to make you aware of the options available once that happens. If the add-on expires or is fully used, any eligible usage outside of an available allowance could be charged at the standard rates.

The reference to purchasing another Add-on is simply provided as an option for customers who wish to continue using services covered by the Add-on after it expires. It isn't suggesting that charges will definitely apply, only that they may apply depending on your usage.

If you'd still like to raise a formal complaint or provide feedback about the wording of the message, our Live Chat team will be happy to help with that.

You can contact them here: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.