Using mobile phones abroad How to challenge a mobile bill

Paying a mobile bill

Coming home to an enormous mobile bill can be the nightmare end to a dream holiday. But don't panic - following these steps can help resolve disputes. 

Know your charges

It sounds obvious, but look at your bill and what you've been charged for. A sky-high bill could be down to a genuine mistake from your provider, or it might be because charges are higher than you'd expect while you're abroad.

Service providers can charge notoriously high prices for roaming outside the EU, and charges for using the internet on your smartphone (data roaming) can be particularly expensive.

Contact your service provider

Get in touch with your operator to say you're challenging your bill, explaining which charges you think are incorrect and why. Most service providers ask you to call a dedicated number as your first step, but T-Mobile requires a letter. See below for the numbers to call.

Ofcom suggests it may be worth sending a copy of your bill to your service provider, highlighting any disputed charges and explaining why you think they're wrong.

Still unhappy?

If your network operator is unable to resolve your complaint, or if you have to wait longer than eight weeks for a complaint to be resolved, you can take your complaint to an Alternative Dispute Resolution (ADR) scheme, which will come to an independent decision after reviewing both sides of the complaint.

There are two Ofcom-approved ADR schemes - CICAS and Ombudsman Services: Communications (see below for contact details).

Can't afford to pay

In some cases it's possible to run up eye-watering bills for roaming outside the EU. Three Mobile charges up to £10/MB for data use in countries Canada, Croatia, Kenya, Republic of Korea, Malaysia, Oman and Thailand, so streaming data can get very pricey very quickly.

If you genuinely can't afford to pay, give your service provider a call. Operators can be more understanding than you'd expect and may be able to help with payments. You might not get your bill wiped clean, but your operator might be able to reduce the charges or spread payments out over a longer period.

Network provider contacts

Below are the numbers to call if you want to complain about your mobile phone bill. T-Mobile provides an address and asks that you send a letter instead of phoning

O2 Pay monthly: 202 or 0844 800 90202

O2 Pay-as-you-go: 4445 or 0844 809 0222

Orange Pay monthly: 150 or 07973 100 150

Orange Pay-as-you-go: 450 or 07973 100 450

Talk Talk: 0870 087 8751

Tesco: 0845 301 4455

Three: 333 or 0843 373 3333

T-Mobile:

The Complaint Investigations Team, T Mobile
6 Camberwell Way
Sunderland
SR3 3XN

Virgin: 789 or 0845 600 0789

Vodafone Pay monthly: 191 or 0870 070 0191

Vodafone Pay-as-you-go: 191 or 0870 077 6655

Alternative Dispute Resolution (ADR) contacts

If you need to escalate a complaint or have been waiting over eight weeks for a resolution, call the relevant ADR scheme.

For O2, Talk Talk, Three and Vodafone:

Ombudsman Services Communications
PO Box 730
Warrington
WA4 6HL

01925 430 049

For Orange, T-Mobile and Virgin Mobile:

Communication and Internet Services Adjudication Scheme (CISAS)
The Chartered Institute of Arbitrators
24 Angel Gate
City Road
London
EC1V 2PT

020 7520 3827

For Tesco Mobile:

Office of the Telecommunications Ombudsman (Otelo)

0845 050 1614

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