Mobile data issues abroad

[Cilia]

My daughter had sky mobile and is currently stranded on her own without any mobile data even though she has been paying the daily rate to use it. Cannot phone anyone use any apps Uber and is totally stranded 

[caesarome]

@Cilia 

See if anything here helps:

https://www.sky.com/help/diagnostics/sky-mobile-roaming/roaming-problems

[Cilia]

Thank you x we have tried that and it's not worked. We have managed to get hold of someone in America where she is to pick her up so we know she is safe now. Going to ring sky and actually try and speak to someone tomorrow to try and sort it out. 

[Daniel0210]

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@Cilia wrote:

My daughter had sky mobile and is currently stranded on her own without any mobile data even though she has been paying the daily rate to use it.

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@Cilia 

If she's been there a while and/or used a lot of data could she have exceeded the Fair Usage policy? 

See this link

https://www.sky.com/help/articles/sky-mobile-fair-usage-policy. 

Roaming using Roaming Passport Plus (so in 120 countries) is now limited to 25GB per billing period.

From Skys own website...

"When you roam using our Roaming Passport Plus, we consider that up to 25GB per billing period is a reasonable amount of data to use. If you exceed this amount, we'll assume that you're no longer using data in the way expected of a reasonable customer for periodic travel."

"We may suspend your service, restrict your usage, or charge you for the data that you use in excess of these amounts (currently £2.50 per GB), and we'll let you know by SMS or email before we do so."