My bill is way to high I should have had a cap on the roaming charges and should be paying 40 a month

Moin Moin,

with in the EU you pay what you would pay in Germany.

If you move outside the EU you will get a warning sms if you reach a 50€ limit.

But if you answer the sms you are able to disable the limit, than you have to pay what you have “ordered”.

Thank you :) I didn’t dissable any limits… that’s why its insane that I’m being charged so much. Why have limits if you can’t count on them! 

What does EUR 300 charge for? mobile data, telephony? which countries are you in? There is a so-called cost protection, which amounts to EUR 59.50. what is your tariff called?

in which country were you? I some country’s is the delay so high that the provider can’t warn you early enough!

Mostly in the UK, but I was travelling through UK, France, Croatia… 

Strange… for what do you pay 300€? Normal is a description for a invoice pos.  

What is charged? Mobile data or phone calls?

The cap of just under €60 only applies to mobile data. There is no cap for calls. And using the voicemail box in non-EU countries can be a major cost trap.

If you are staying in Croatia, you may be close to e.g. Bosnia-Herzegovina (non-EU).

In the UK, France and Croatia (EU Roaming) there should not have been additional costs for data, texts or telephone calls unless you called non-geographic numbers or used Wifi calling. In Croatia, as already mentioned, there is, however, a risk if you were close to the EU outer border, as there is with France if you were near the Swiss border. In such cases it is wise to manually select the network.

Hello @jamieallen,
welcome back to our community 🙂
It's great that you've contacted us about your invoice. I understand that you want to know exactly why your bill is significantly higher than usual.
You have already received good support and questions here. In your bill on page 2 or in the itemized bill, you can see exactly what was charged outside the EU. I agree with Klaus_VoIP's question: Was it mobile data, SMS or calls?
bs0 has already pointed out to you that your SIM card has dialed into a network outside the EU via the automatic network selection near the border without you perhaps noticing it immediately.
Best regards

Kathi

Yes, but there was supposed to be a cap on the roaming charges. Again, why have a cap unless it WORKS as a cap? 

I would like to pay what I agreed to pay, 40 euros a month.

@jamieallen You are welcome to take a look at our page with further information on roaming and international options 🙂 The following is also described there: “Costs for data usage abroad are charged up to a maximum amount of €59.50 per billing period. After deactivation of this cost protection by the customer, the costs for data usage abroad will be charged up to a maximum of €119.00 per billing period.” So this is about data usage and not telephony. Hence the question of what exactly you were charged for.

Kind regards, Kathi

Hi Kathi — thanks, but the problem is that I NEVER deactivated the cost protection — so why did it suddenly shoot up to 119.00? The whole point of the protection is to ensure that you don’t have to worry about being grossly overcharged in this way?? 

So why did the cost protection get deactivated? I didn’t deactivate it, and I travel abroad most months (which is WHY I HAVE THE COST PROTECTION), so its just randomly turned off. I shouldn’t have to pay for this broken system… 

Also the systems that o2 maintains are generally just broken and unhelpful… I’m trying to figure this out for weeks now, but just get this all the time — what is going on over there? 

edit o2_Solveig 29.11.2024, 20:46 Uhr pers. Daten entfernt 

Why are you avoiding the question what you were actually charged for?

Sorry what do you mean? I don’t think I’m avoiding anything…? What do you want to know? Can’t O2 just look at the account? 

At the moment what I see when I log in is this… so I don’t know what to tell you

edit o2_Solveig 29.11.2024, 20:46 Uhr pers. Daten entfernt 

Yes, o2 can look at the account but then you should use the contact form to formally object to the invoice.

The question was whether it was data that caused the costs or something else, for example phone calls. You should be able to see this in your itemized bill. If you can't access the invoice online then a moderator can request a copy by post for you.

The cost protection only covers data.

I never use the phone for calls… where is this ‘contact form’, do you know? thanks!

https://www.o2online.de/kontakt/

That’s all in German… 

​@jamieallen maybe that’s because we are in Germany…

Hello ​@jamieallen,

I tried to take a look at your bills, but your login in our o2 community  here is not connected to them. 

My colleagues in our English hotline via 089 66 66 300 81 can look for you, as they have the possibility to legitimize you via your 4 digit Persönliche Kennzahl or send you a one time code via e-mail.

Best Regards,

Gerrit