Betaling aangerekend buiten mijn bundel

I have the exact same issue: I’m being charged €60 for data usage outside my bundle, even though I switched off my mobile data before leaving the EU zone and only turned it back on upon entering another EU country.

I suspect this may be due to my device automatically connecting to a neighbouring country's network near the border. However, I find this unfair because I never intentionally used data while outside the EU. Matter of fact, I was physically within the EU for the entire time my data roaming was active.

Moreover, I did not receive any text message warning me that I was roaming outside the EU zone. The last warning I received was the standard one for EU roaming, which gave me no indication that I was being charged extra or that my device had connected to a non-EU network. Had I received such a warning, I would have immediately turned off my data to avoid these charges.

If the charge results from an automatic network handover at the border, that feels like a technical issue on the provider's side rather than misuse on my part. I shouldn't be held responsible for costs I didn't authorise or knowingly incur.

Is there any way to fix this problem? The WhatsApp link and the live contact link aren't working for me either.

@zoeroam​ Hello,

Unfortunately, we don’t have access to your account or connection details from the forum. The best option is to contact customer support so they can check which network was used and what happened exactly.

For WhatsApp, if the link doesn’t work, you can contact us directly on this number: +32 493 80 79 06 🙂