Roaming - only getting 23 hours

[Rob+Kendrew]

I just activated my Roaming Passport at 16.30 French time (an hour ahead of UK) by switching on mobile data and got a text telling me that my Passport started at 14.30 UK time and would last for 24 hours after that. That's an hour earlier than I started. This has happened three times now and I thus feel short changed. Why do I not get the full 24 hours?

[NewtonBoy]

Had several £2 Roaming Passport charges, but none are giving me the full 24 hours,  e.g.  today at 6.30pm French time I started using 4G.  At 6.36pm I got the text saying it's activated, and lasts for 24 hours from 16.29 UK time (5.29pm French time).  So I've only got 23 hours!!

The worst one was on May 24.  Started roaming at 1.54pm French time and my Passport ran from 10.54 UK time.  So I only got 22 hours!

Anyone else getting similar shortages?

[caesarome]

---

@NewtonBoy wrote:

Anyone else getting similar shortages?

---

@NewtonBoy 

I have merged your post to here where @Rob+Kendrew posted something very similar a few days ago.

[Rob+Kendrew]

Tried calling 150 (supposedly free) but there was a 20 minute wait. Have also tried finding a French SIM card but no luck so far. Queued for half an hour at an Orange shop then gave up. Anybody know of the best way to find one? They don't seem to be as easy to access here as in the UK. Can only find monthly contract ones.

[Rob+Kendrew]

Still seem to be getting ripped off on my Roaming Passport Plus. Activated at 1230 pm French time. Text arrived immediately telling me it had started 0930 UK. That's 2 hours they're depriving me of. What's the deal here Sky? Getting annooand will be calling to complain when I get home on Sunday.

[gadgetbiker]

I'm travelling in Spain and have activated Roaming Passport Plus on numerous occasions. Each time, I am not getting a full 24 hours - just like everyone else who has commented on this thread.

So far, I haven't seen any replies that provide an answer and nothing from anyone at Sky. Can anyone out there provide an explanation and, if it is wrong (which it surely must be) what I should do about it.  I tried to call Sky on 150 this evening but the wait was said to be 1 hour 😩

[63johnw]

Hi @gadgetbiker  this is mainly a customer to customer forum, sky don't normally respond on here to questions, if you want a direct response you will need to persevere on the phone. 

[gadgetbiker]

I see. Thank you for explaining that. I'm sure that I have seen responses from Sky staff in the past but maybe I'm mistaken - I don't use it much. I will have to take issue with them when I return I think. It is clearly an issue affecting other customers so do we all just wait for hours on the end of a phone only to all be told the same thing (whatever that is)? Is there an email or webchat option do you know?

[63johnw]

Hi @gadgetbiker  you do get the odd response but as I said it's mostly customer helps customer. They don't currently have a live chat or email option. 

[Rob+Kendrew]

Hi

I had  exactly the same issue on a recent trip to France and took it up with Sky on my return. 150 are useless and just refer you to the FAQs so I emailed Sky Mobile's Customer Compalints Dept <removed>

I did get a response but they do not seem to see it as an issue as it appeared that I was the only one who had raised it and they said that there were not many people on this forum complaining either. They were helpful but could not give me an explanation. It seems that they need more people to raise it before they will take it seriously so suggest you pass this address round and keep on at them. 

 I left it that I would monitor it very carefully on my next trip abroad and keep screenshots of the time I switched on mobile data and the start times indicated on the texts activating the Passports. Suggest you do the same.

Hope this is helpful. The more people who complain the more likely they are to do something about it,

Moderation note: removed personal info address