Huge data roaming charge from holiday in Sri Lanka

[DavidR71]

Whilst on holiday in Sri Lanka my daughter failed to activate her local eSIM correctly for a few days. I have been charged >£400 in data roaming by SKY and they say they can't help.
I have been a Sky TV customer for 19 Years. We have Sky Broadband in our house. We have 2 Sky mobile SIMs. They class me as a Sky VIP Diamond customer (their classification, not mine).

I think it might be time to end my 19 year relationship with Sky, what do you think?

[Daniel0210]

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@DavidR71 wrote:

what do you think?

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@DavidR71 

I think your daughter (albeit not on purpose) unfortunately incurred the charges so Sky are under no obligation to reimburse the costs.

[DavidR71]

It was never a question of liability or obligation. More a question of compassion. If a customer of mine had made an honest mistake, I'd bend over backwards to help them, especially if that customer had paid me >£40k over the years..

[PandJ2020]

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@DavidR71 wrote:

It was never a question of liability or obligation. More a question of compassion. If a customer of mine had made an honest mistake, I'd bend over backwards to help them, especially if that customer had paid me >£40k over the years..

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If you feel that strongly then cancel your services.  Only you can decide if that's proportionate.

The default roaming cap appears to have been changed which doesn't put you in a strong position.

[TimmyBGood]

@DavidR71 

As noted above, the default account settings would have limited the maximum it's possible to spend to £45 specifically to protect customers from running up more substantial charges inadvertently. 

https://www.sky.com/help/articles/data-roaming-spend-cap 

Choosing to manually remove this limit does tend to weaken the argument that billing isn't legitimate.