Hi ​@Abbiejess24 

Unfortunately, it was your responsibility to ensure that you were connecting to the network of the country that was included in your roaming package.

To ensure this doesn’t happen again:-

• Manual Network Selection: Turn off automatic network selection in your phone's network settings and manually select one of the local partner networks in the country you are visiting. 

If you want to discuss this further  with Customer Services then you can contact the Live Chat via this link (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) to discuss this.

 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.

Good luck x

Hi ​@Abbiejess24,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview 

We'll speak to you there.

Thanks,

Gemma M

The iD Mobile Social Media Team

Did you get anywhere with this as ive had the same issue? I think its very naughty you dont get warned to select manual settings and then cant get refunded 

Hi ​@Abbiejess24.

Thank you for sharing.  I'm sorry to hear about the unexpected charges after your trip to Symi.

Symi is very close to the Turkish coast, so phones can pick up a Turkish network even when you're in Greece. Turkey isn't included in our data roaming destinations, so that usage was charged as out-of-plan roaming. Because your bill cap allowed for these charges, unfortunately they are payable.

Thanks, 

Marquerita 

The iD Mobile Team