Hi ​@SusieG1970,

Thanks for getting in touch, and we're sorry to hear this has caused upset whilst you're away.

If your daughter's phone connected to a Turkish network before the Sailey eSIM was fully active, any data, calls or texts used through her iD Mobile SIM would be charged at the standard roaming rates for Turkey. Unfortunately, this can happen very quickly, even if the intention was simply to activate another SIM.

Although the usage may have been unintentional, the network records would show that services were used whilst connected to a non-UK network in a destination that isn't included within standard UK allowances. As a result, the charges and bill cap notifications would be considered valid.

We do appreciate that this isn't the outcome you were hoping for, particularly if the usage occurred while trying to get the eSIM up and running, but the charges are applied based on the network usage recorded at the time.

Regards,

Gemma M

The iD Mobile Social Media Team