Hi ​@Louisedgates 

Were you on a specific ‘roam around the world’ plan when you were in Australia? or was it just your bill cap that had been set on £35. 

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I'll speak to you there.

Thanks.

I paid for a roam plan in Australia. I wasn’t able to use this at all

Hi ​@Louisedgates ,

Thank you for your message, and I’m really sorry for the frustration this has caused, I completely understand why you’d feel disappointed, especially after paying £35 and then being unable to use roaming data in Australia.

To clarify, the £35 roaming add-on allows usage up to your existing data spend cap. If the spend cap is already set at a lower limit, roaming data can stop once that cap is reached unless it’s increased separately. I appreciate your feedback, as this isn’t always made as clear as it should be before payment is taken.

Lamiya

So what you’re saying is that although I paid an extra £35 for data roaming, I won’t be able to use it unless I spend more money increasing my spend cap? Surely the additional £35 is the increase in the spend cap. The money has been taken even though I never used it and at no time was I told that it wouldn’t work.