Wrong roaming charges

[Sizadi]

I traveled to Mexico with my children and stayed in an all inclusive hotel with free WiFi! Upon returning home I have been charged for roaming charges that we never used! I have raised the issue with Sky customer service but despite their assertion that they have escalated the matter, nothing has been done! My bill is due in a few days! It is my intention to leave Sky if this matter doesn't get resolved! Anyone has had this experience?

[PandJ2020]

Did you keep your phone in airplane mode?

If not, then your phone connected to the cellular network and is liable for charges.

As a 'Rest of World' location these can be quite large depending on the activity - £2,160 per GB of data, so just a few seconds can rack up charges.

[63johnw]

Hi @Sizadi  to make sure you don't incur any roaming charges you need to turn off roaming, turn off mobile data and activate flight mode before leaving the UK. Then just turn on WiFi when free WiFi is available. If you didn't do this or waited til you arrived in Mexico then chances are your phone connected to the local network and incurred the charges. 

Sky may offer some goodwill reduction but don't be surprised if they say no. 

[TimmyBGood]

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@Sizadi wrote:

I traveled to Mexico with my children and stayed in an all inclusive hotel with free WiFi!

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If a handset had 'WiFi Assist' enabled, or the wireless dropped out of signal however briefly (going outside the building, for example) then unless the steps above were taken it's likely to have used cellular data whether intended or not.