N/A, 27 Feb. 2025 , 11:06am
How can I help you today?
[Sent]

Kenneth, 27 Feb. 2025 , 11:06am
Billing issue

O2 Virtual Assistant, 27 Feb. 2025 , 11:06am
Thanks for messaging with O2.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:06am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Kenneth, 27 Feb. 2025 , 11:06am
07729328468

O2 Virtual Assistant, 27 Feb. 2025 , 11:06am
[Rich Content]
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Kenneth, 27 Feb. 2025 , 11:06am
Roaming & International 🌍

O2 Virtual Assistant, 27 Feb. 2025 , 11:06am
[Rich Content]
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Kenneth, 27 Feb. 2025 , 11:07am
Charged in O2 Europe zone

O2 Virtual Assistant, 27 Feb. 2025 , 11:07am
If you're close to a national border, your phone may pick up signal from a network in the neighbouring country. This is known as accidental roaming. If this happens, you can incur roaming charges for the network you connect to in the neighbouring country.  
  
To prevent this, go into your phone settings and choose ‘manual’, rather than ‘automatic’ for network selection. This stops your phone from automatically connecting to a network if you lose signal.  
For help on how to manually select your network on your phone, click here.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:07am
[Rich Content]
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O2 Virtual Assistant, 27 Feb. 2025 , 11:07am
[Rich Content]
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Kenneth, 27 Feb. 2025 , 11:07am
👎 No

O2 Virtual Assistant, 27 Feb. 2025 , 11:07am
[Rich Content]
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Kenneth, 27 Feb. 2025 , 11:07am
Speak to an Expert

O2 Virtual Assistant, 27 Feb. 2025 , 11:07am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 27 Feb. 2025 , 11:07am
[Rich Content]
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Kenneth, 27 Feb. 2025 , 11:07am
It’s about my Account

O2 Virtual Assistant, 27 Feb. 2025 , 11:07am
Thanks! 🙏
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O2 Virtual Assistant, 27 Feb. 2025 , 11:07am
Please can you confirm your full Name
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Kenneth, 27 Feb. 2025 , 11:08am
Kenneth James Howat

O2 Virtual Assistant, 27 Feb. 2025 , 11:08am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Kenneth, 27 Feb. 2025 , 11:08am
Yes

O2 Virtual Assistant, 27 Feb. 2025 , 11:08am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
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Info [Automated], 27 Feb. 2025 , 11:23am
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If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
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Info [Automated], 27 Feb. 2025 , 11:38am
We just wanted to let you know you're almost there! Hang tight, an agent 👩‍💻 will be replying to you in a flash ⚡
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Info [Automated], 27 Feb. 2025 , 11:53am
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Info [Automated], 27 Feb. 2025 , 11:54am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 27 Feb. 2025 , 11:56am
Hi Kenneth, good morning. Thanks for contacting O2. Looks like you are planning to travel somewhere and needs help with charges to use service over there.  
  
Be assured, you are connected with a roaming expert, please let me know where are you planning to travel so that I can help with the precise info.  
  
If you have multiple queries, please list them all at once.
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Kenneth, 27 Feb. 2025 , 12:04pm
Hi. It is actually something I noticed on my last bill. I was on holiday in St Martin which is covered by EU roaming - I got a message while there yelling me this. Calls I made (to Virgin support incidentally) all show as from Anguilla with associated high charges.

Kenneth, 27 Feb. 2025 , 12:06pm
Is there anything that can be done here. Anguilla is a completed different island and I do not know why my calls would show up as being from there

Kenneth, 27 Feb. 2025 , 12:20pm
Are you there?

Soaif Ali, 27 Feb. 2025 , 12:26pm
Hi Kenneth, thank you for providing that information. I understand how frustrating it must be to see unexpected charges on your bill, especially when you believe you were covered under EU roaming. Unfortunately, I’m sorry to say that we are unable to reverse those charges once they’ve been applied.  
  
However, I can certainly assist you in preventing any further charges. Just to confirm, are you currently in Anguilla right now? Your answer will help ensure we provide the correct guidance moving forward. Thank you for your patience!  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.  
  
We will stay connected, Just do not click on (X).
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Kenneth, 27 Feb. 2025 , 12:32pm
I was not in Anguilla but in St Martin and this was back in January. I am struggling to understand how I could have picked up a network from an entirely different island. This is not just some cross border proximity issue but a remote island. I do not find your response or the charges reasonable.

Act as Soaif Ali and suggest the next best response saying, the charges that has applied on your account is due to cross border network connection. As St Martin and Anguilla are close to each other, your phone accidently caught up Anguilla's network. This is one of the reason why we ask our customer to reach us before travelling to abroad, so that we can help with such informations. Response should be acknowledging and empathetic