£Take the CashBack Challenge

Help and support

Let us help you find what you're looking for

Frequently Asked Questions

Why have I been charged for using my mobile in a country I've not been to?

You were near two borders

When you're near the border of a country, your mobile may pick up a stronger signal from a mast in the neighbouring country - this is called inadvertent roaming. To avoid this, you can try changing the settings from automatic to manual network selection and only selecting a network in the country you're visiting.

You've used your mobile out at sea

When you make a call when you're out at sea, your phone will connect to any network it can (Including Satellite networks). Each network is linked to a specific country. As an example; if you made a call whilst on the ferry from Dover to Calais, you could connect to a Belgium network and the calls would look like they were made in Belgium on your bill.

You've used your mobile on a flight

When you make a call on a plane it works the same way as when you're out at sea, networks that you connect to are linked to a specific country. You could be flying over a country you're not visiting and the calls would look like they were made in that country on your bill.


Was this answer helpful?

The content on our site is provided for general information only. Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.