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unfairly charged for data roaming

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I recently went to Australia, with a short layover in Shanghai. Although I never took my phone off airplane, knowing full well I don’t have data roaming, I have still been charged for using all my roaming data during that short layover. 
 

I have spoken with ID via live chat to have the charge deducted from my regular bill, but they are saying nothing can be done. 
 

anyone else had a similar problem and found a solution? I don’t see how I should be charged for something I never used, especially when that charge is larger than my regular bill!

    8 replies

    Matthew T
    iD Mobile Employee
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    • Matthew T
    • iD Mobile Employee
    • 1818 replies
    • March 25, 2025

    ​@lucbesson -

    Apologies ​@CRESSWELLCOX56 is not an iD Mobile Employee. What does your latest iD Mobile Bill say, was it Calls, Text or Data usage? Thanks.

    iD Community Manager
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    • L
      L0rdvega
    L
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    • lucbesson
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    • 3 replies
    • March 25, 2025

    Hey ​@Matthew T 

    It just says rest of world roaming on the bill but I know it was data usage. 

    Matthew T
    iD Mobile Employee
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    • Matthew T
    • iD Mobile Employee
    • 1818 replies
    • March 25, 2025

    ​@lucbesson -

    Could you please share a screenshot of your bill showing the Data Usage? Thanks.

    iD Community Manager
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    • lucbesson
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    • 3 replies
    • March 25, 2025

     

    L
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    • L0rdvega
    • Helpful
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    • 11 replies
    • March 25, 2025
    lucbesson wrote:

     

    £45 for 30MB? Wow, I would be upset too

    Kash
    iD Mobile Employee
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    • Kash
    • iD Mobile Employee
    • 8068 replies
    • March 25, 2025

    Hi ​@lucbesson,

    Thanks for sending the picture.

    Roaming in non-inclusive destinations can rack up charges quickly.

    Due to the high charges you can be charged quickly even if the Airplane mode was off for a few seconds.

    We would only charge for usage that has been used on the SIM.

     

    Kash

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    L
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    • lucbesson
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    • 3 replies
    • March 25, 2025

    Hi ​@Kash,

    appreciate that but I never came off airplane mode! If I had I’d accept the charges, as harsh as they are. But I simply never turned airplane mode off

    Kash
    iD Mobile Employee
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    • Kash
    • iD Mobile Employee
    • 8068 replies
    • March 25, 2025

    Hi ​@lucbesson,

    We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

    To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

    Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

    We’ll see you there.

     

    Kash

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
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      L0rdvega

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