Tutor
•
10 Messages
No warning texts received for International Overage
25+ year customer with AT&T, but very disappointed with this. My wife received no warning about her data usage during a layover in UAE, and thinking her International Plan was in effect had no idea that $250 in data roaming charges had occurred -- that is until she arrived back in the US and only then received the text warnings. By which time it was too late.
Coincidentally I was traveling outbound from the US and stopped in UAE around the same time. I did receive the warning texts and accepted the charge (I was on business and the amount was acceptable for the short usage).
Normally we leave our phones off when we travel because I do not trust that we will not get a surprise charge. But AT&T started sending out emails about Day Pass and International Plans, and how we should all feel comfortable about using our phones abroad. We both fell for this, but not before making sure we both had the Plan/Pass in place before leaving.
Now AT&T tells me that not all of those subscribed plans were in effect, so something clearly went wrong with the online signup page. But regardless of that, how come my wife did not receive any warning texts yet I did? Either way, we will be terminating our international capabilities from AT&T and will return to the process of buying prepaid SIM cards in the countries we visit. I *strongly* urge everyone to consider the prepaid SIM card option when traveling to completely avoid the risk of getting a nasty surprise. $250 for a few minutes of usage (at a ghastly rate of $2.50 per megabyte!)
I had a poor run in with an online chat customer service representative who was quite rude and refused to walk me through how she was charged so much when we took all these precautions. Admittedly the follow up call to another representative was much better, but the online chat left a bad taste in my mouth. Enough that I am now shopping around for an alternative service. I know that they all have their issues, but I am not sure I can stomach staying with AT&T any longer, even after 25 years of being with them.
Watch out for those International overage charges! Be safe and smart, and avoid using your phone plan abroad. Buy a prepaid SIM card locally in the country upon arrival, and you'll be protected financially.
sandblaster
ACE - Expert
•
64.7K Messages
5 years ago
I travel internationally quite a bit and have been for years and I’ve never had an unexpected roaming charge by following one simple rule. I leave data roaming off and only turn it on when I want to use data. Get to know your phone settings and you will be just as protected.
0
0
VariousArtist
Tutor
•
10 Messages
5 years ago
I travel quite a bit too, across every continent, and I don't have this issue either. But it happens enough to other people and not everyone understands all the consequences of what is occurring. You only need to search through this forum and see a similar pattern of misunderstanding.
The title of my original post is what you ignored in your response. I was told that international usage would be covered OR we would receive a warning text about potential costs. Those warnings were not received until it was too late. On long international flights there can be many layovers and when there is a duress situation sometimes you need access to your phone's capabilities. We had this sort of thing covered before by using a locally purchased prepaid SIM card and avoiding AT&T's international capabilities and features. I wouldn't mind using AT&T for this purpose, even at a slightly higher cost than a local SIM card, for the sheer convenience of it -- but the costs of doing so need to be relayed in a reliable manner. When unexpected situations arise or your flight is diverted or some other issue occurs, you don't always have time or ability to check some web site about costs -- especially when you are expecting to receive any warning text from AT&T about that cost.
Either way, I think there's more business fo AT&T to gain in international usage if these nasty surprise bills didn't occur. Remember how cell phone usage went up once they did away with individual rates for AIR and HOME and ROAM back in the 1990's, and replaced them with a single rate or unlimited calls? That's probably because the confusion and fear factor of a high bill went away. Something for AT&T to ponder...
0
0
VariousArtist
Tutor
•
10 Messages
5 years ago
I posted this elsewhere on the forum, in the hopes that AT&T will pick up on some of these ideas. I would like to see things improved and I believe there are simple ways to do so:
1. allow the customer to set a daily charge limit for roaming data/calls
2. allow the customer to set a billing cycle limit for roaming data/calls
3. provide a warning when the customer is half-way towards those limits
4. provide a warning when the customer is approaching those limits
5. provide the customer with multiple means of receiving a warning (email, text, app push message, etc.)
6. provide the customer with alternative people that can receive those warnings.
Personally I have managed without any of these, but it would certainly make me feel more comfortable in opening up my usage overseas (this is one reason why I like to use Prepaid SIM cards internationally because they inherently limit my liability, and consequently I use them more freely).
But where these things would really help is, for example, if my kid or granddad is abroad. With my kid I can let them use their phone internationally knowing that there are limits in place, and that I can be notified when those limits are in danger of preventing my kid's usage so that I know my own liability is limited. And with Grampa (who may not get all the nuances of an already overwhelming and complicated mobile device), I can rest assured that his liability is limited.
My feeling is that this would take care of many if not most of the complaints you read about on these forums about unexpected charges. You and I can try all we want to explain the ramifications (and trust me, I have tried many times), but it's easy for a kid or elderly person to make a mistake.
0
0
formerlyknownas
ACE - Sage
•
118.4K Messages
5 years ago
If you can’t figure out how to control your phone while roaming, turn it off.
My (I agree it was) flippant response to someone’s post about how, “At&t should do this and AT&T should do that”, was “then leave your phone with AT&T when you travel”.
There is no assurance any communication will be received. We have seen about every way it can go wrong, including, “thought my phone was off during my cruise, I put it in my bag, so shouldn’t be charged”.
With my mom and nephews, we turn their data off on the account and tell them to leave the phone in airplane with Wifi on.
0
0
VariousArtist
Tutor
•
10 Messages
5 years ago
@lizdance40 "With my mom and nephews, we turn their data off on the account and tell them to leave the phone in airplane with Wifi on."
I do the same thing. But what if there is an emergency and they need to engage their data services, even if momentarily.
Ah well, I think there is a way for this company to do better, but I feel like we are losing our collective ability to see how to improve things. Never mind, carry on
0
0
formerlyknownas
ACE - Sage
•
118.4K Messages
5 years ago
@VariousArtist I cannot imagine any emergency requiring data, but in the unlikely event, they can send a text asking for my sister or I to turn on their data.
We have had emergencies, both required only calls and texts home to family and to my parents doctors. I just added a passport plan right away to cover the extra expense.
0
0