Community Member

Incorrect Roaming Charges whilst abroad

Forum|Forum|21 days ago
August 21, 2026
2 replies
37 views

I have recently travelled to Croatia and was pleased to discover that this was one of ID mobiles Inclusive roaming destinations. When arriving in Croatia I had a text through to confirm this and used my phone as normal for the duration of my holiday. However, when in Cavtat (very much within Croatia), I received a strange text welcoming me to Bosnia and Herzegovina, which I ignored as it came up on my screen assuming it was sent in mistake as I was still very much in Croatia. Around an hour after receiving this text I received another text, this time telling me I’d used 80% of my Bill Cap for this month as I was now using chargeable roaming services. This was due to the fact ID mobile has mistakenly believed I was in a completely different country so I was no longer able to use my phone as normal. This seems completely unfair and I’m frustrated at such incompetence and wonder if this is common for other ID mobile customers when they’ve been abroad in countries that are included in their supposed inclusive roaming destinations?

Decembersangel72

Gold Contributor

Hi @reubst14

Unfortunately, you decided to ignore the warning text that was sent by iD Mobile stating you were connecting to a network in Bosnia and Herzegovina. As you disregarded the warning and stayed connected you were then charged for further use and as it is not part of iD Mobile's free inclusive roaming destinations the standard "Rest of the World" rates applied.
Just ‘because’ you were in a certain area does not mean you were connecting to a partner network of iD Mobile and it was your responsibility to check your connection especially as they had alerted you to the fact.
A good example of this is…. if you visit a coastal area you may inadvertently connect to a maritime network (A maritime network typically refers to digital communication systems at sea, industry professional groups, or cellular and satellite roaming networks encountered on ferries and cruise ships that carry significantly higher non-standard billing rates) which then incurs charges as it is ‘Out of Plan’.
https://www.idmobile.co.uk/help-and-support/roaming

Manual Network Selection: Connect to an iD Mobile partner network, go to your network settings and manually select the one that supports customers of iD Mobile (find the country you are visiting and select the ‘Learn More’ option to see the partner networks)

iD Mobile hasn’t ‘ mistakenly believed I was in a completely different country’ as it was down to the closest mast your phone connected to, which iD Mobile has no control over and they did send you a warning text that that is what was happening. It was your choice to ignore the warning and ensuring you had the right connection.

If you need to discuss this further then your best option is to contact an advisor via Live Chat (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

https://www.idmobile.co.uk/live-chat

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot.

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.

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

Owethu M

iD Mobile Employee

Hi @reubst14,

We're sorry to hear about your experience in Croatia, and we completely understand why you're frustrated after receiving a message suggesting that you were in Bosnia and Herzegovina while you were actually in Cavtat.

When travelling, your handset can sometimes connect to a roaming network outside the expected partner network, particularly in areas close to international borders. This can result in the handset being recognised as connected to a different country and chargeable roaming services being applied.

This is why we strongly recommend setting your Bill Cap to £0 before travelling, even when visiting an inclusive roaming destination. This helps prevent unexpected out-of-plan charges if your handset connects to a chargeable roaming network.

We'd like to look into what happened in your case and review the roaming usage and charges applied. Please contact us via Live Chat, where our team can complete the necessary security checks and investigate this further for you.

We apologise again for the frustration and inconvenience this has caused and appreciate you bringing it to our attention.

Owethu