Hi ​@Bloke,

Sorry to hear about the confusion with your data usage, I can understand why that’s worrying, especially after taking steps to avoid any charges.

What may have happened is that, in the short time between arriving in Brazil and switching your roaming/data settings off or adjusting your bill cap, some background activity (like app refreshes, emails, or system services on your iPhone) could have used a small amount of data. Even brief usage like this can sometimes be recorded and show against your allowance in the iD Mobile app.

The charge for using your iD Mobile allowances in Brazil can be found here: https://www.idmobile.co.uk/help-and-advice/international-and-roaming-charges

It’s also worth noting that usage reporting isn’t always instant, so some activity may appear slightly later than when it actually occurred.

As this is a public platform, I’m not able to access or check your account details directly. For a full breakdown and to get this looked into properly, I’d recommend reaching out to our Live Chat team here: https://www.idmobile.co.uk/live-chat, they’ll be able to investigate this for you in more detail and provide clarity on the charges.

Regards,

Gemma M

The iD Mobile Social Media Team

Thank you 

Is the maximum out of plan charge £45?

live chat does not seem to be working at the moment 

Hi ​@Bloke,

Thanks for your message.

The maximum out of plan charges aren’t a fixed amount like £45. Instead, they depend on the bill cap that’s set on your account, as this controls how much you can spend on services outside your allowance.

As this is account-specific information, we’re not able to view or confirm your bill cap here on the public Community platform.

In terms of Live Chat, it is currently fully working and available, so you should be able to get through to an advisor here: https://www.idmobile.co.uk/live-chat. To get through to an agent, choose customer service and complete the secure form provided on the live chat. 

They’ll be able to check your exact bill cap and explain any charges on your account in detail.

Regards,

Gemma M

The iD Mobile Social Media Team

I see this on the live chat page 

Hi ​@Bloke,

Have you tried using the website to access the chat instead of the app, or clicking directly on the link provided earlier?

If this does not work again, please let me know so that I can request a private chat with you. 

Regards,

Gemma M

The iD Mobile Social Media Team

Yes, I have tried both. I really need some help to sort this issue out 

Hi ​@Bloke,

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