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International roaming

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With my plan I have an allowance for data and calls included. When I arrived in Europe the phone would/could not pick up any service.
I also have two SIM cards attached to the plan which are on the discontinued data sharing plan. As the main phone did not work we didn’t worry about the other shared devises.

I have just checked the Telstra app and see a considerable charge against one of the Sims on the $5 plan. I still cannot use the main phone as it does not pick up data roaming.

The data is well under the allowance. What is Telstras position on this as I don’t feel I have been able to access an inclusion in my plan?


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Support Team
Accepted Solution

Re: International roaming

Hey Ken68, welcome to CrowdSupport.

 

Your best bet would be to contact us directly via Live Chat here:  http://tel.st/79fkr or by calling 13 22 00 and saying "Billing" at the prompt, we'll be much better placed to investigate the specifics of your experience and take the appropriate remediation action.

 

I recently got a deeper understanding into our side of international roaming, only having been a customer in that equation in the past. We're responsible for providing the access to the roaming partner's network, but the coverage is entirely outside of our control. If they don't have coverage in the area you are in, there's not much we can do to change that.

 

With regards to your data sharing SIMs, if they are still active you're responsible for any usage conducted over that service, per the terms and conditions of their service agreement/plan. Knowing you were travelling with your devices and those SIMs you equally could have checked what usage rates were likely to cost before leaving and make a determination whether you travelled with them before you left. Further, as has been indicated above, if the network connection is present and the device is on, the device will connect - and, depending as to how it is configured, will use data. We provide a number of methods for monitoring your usage, including online options like My Account (http://tel.st/dn5hj) and the 24x7 App (http://tel.st/l8g6q) which could have been used to mitigate the size of your bill by checking the usage and removing the SIMs or deactivating the devices as a result.

 

With that said, there's always a solution, have a chat with the team I linked to above, I'm sure an agreement can be reached.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Support Team
Support Team
Accepted Solution

Re: International roaming

Hey Ken68, welcome to CrowdSupport.

 

Your best bet would be to contact us directly via Live Chat here:  http://tel.st/79fkr or by calling 13 22 00 and saying "Billing" at the prompt, we'll be much better placed to investigate the specifics of your experience and take the appropriate remediation action.

 

I recently got a deeper understanding into our side of international roaming, only having been a customer in that equation in the past. We're responsible for providing the access to the roaming partner's network, but the coverage is entirely outside of our control. If they don't have coverage in the area you are in, there's not much we can do to change that.

 

With regards to your data sharing SIMs, if they are still active you're responsible for any usage conducted over that service, per the terms and conditions of their service agreement/plan. Knowing you were travelling with your devices and those SIMs you equally could have checked what usage rates were likely to cost before leaving and make a determination whether you travelled with them before you left. Further, as has been indicated above, if the network connection is present and the device is on, the device will connect - and, depending as to how it is configured, will use data. We provide a number of methods for monitoring your usage, including online options like My Account (http://tel.st/dn5hj) and the 24x7 App (http://tel.st/l8g6q) which could have been used to mitigate the size of your bill by checking the usage and removing the SIMs or deactivating the devices as a result.

 

With that said, there's always a solution, have a chat with the team I linked to above, I'm sure an agreement can be reached.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

View solution in original post

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