excessive roaming charge

3 replies
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I’m new to ID mobile. I recently travelled to Australia and stopped over in Singapore. I switched off flight mode in Singapore for 10 minutes, made no calls and have been charged £40 across 2 sims. How can that happen?

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Zandile MAnswer

iD Mobile Employee

Hi @Submariner

Thank you for getting in touch, and we’re sorry to hear about the unexpected charges.

We understand how concerning this must be, especially as you were only in Singapore briefly and did not intentionally use any services.

When a phone has roaming switched on (or briefly enabled), it can still connect to a local network automatically, even without making calls or sending messages. In some cases, background data such as app refresh, email syncing, system updates, or network registration can occur as soon as the device connects. These small data sessions can trigger roaming charges, even within a short period like 10 minutes.

As you are using two SIMs, it’s also possible that both devices or both lines registered on the local network during your stopover, which would explain why charges have appeared on each SIM.

We appreciate this is frustrating, and we’d like to look into this for you in more detail. Please send us a private message so that we can look into this issue for you.

Thank you,

Zandile M

The iD Mobile Team

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

Z

Zandile MAnswer

iD Mobile Employee

Hi @Submariner

Thank you for getting in touch, and we’re sorry to hear about the unexpected charges.

We understand how concerning this must be, especially as you were only in Singapore briefly and did not intentionally use any services.

When a phone has roaming switched on (or briefly enabled), it can still connect to a local network automatically, even without making calls or sending messages. In some cases, background data such as app refresh, email syncing, system updates, or network registration can occur as soon as the device connects. These small data sessions can trigger roaming charges, even within a short period like 10 minutes.

As you are using two SIMs, it’s also possible that both devices or both lines registered on the local network during your stopover, which would explain why charges have appeared on each SIM.

We appreciate this is frustrating, and we’d like to look into this for you in more detail. Please send us a private message so that we can look into this issue for you.

Thank you,

Zandile M

The iD Mobile Team

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

S

SubmarinerAuthor

New Contributor

Thanks Zandile. Not sure how to send a private message? Please advise.

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Michael Z

iD Mobile Employee

Hi @Submariner ,