To whom it may concern,I am writing this post to ask for some help regarding a recent problem I’ve had with my level of data usage in my current plan. Some days ago, I received a notification about my SIM plan being blocked due to me exceeding my current data plan. My number has now been blocked, and now I have to pay more than 100 EUR in additional fees. To me, this is extremely concerning, since I started my plan with Simyo and changed my previous data provider (which did not even give me a phone number) because I found Simyo offering such more benefits for the cost of the data plan. I’m not Dutch and do not speack the language, and I came less than a year ago to start my studies in the Netherlands. As an international student, these unexpected costs put me in a very concerning financial situation, since my nation’s currency is extremely weak against the euro, and paying this amount in phone bills is something that I did not expect or was financially prepared for. I’ve done my research and I am aware that when exceeding the data plan usage, Simyo charges a fee of 0.15 EUR per MB and that customers are warned in anticipation. However, at the time of receiving the warning messages I was at home and connected to the WiFi, so I didn’t expect Simyo to charge me these additional fees. I found out it was because of the settings on my phone, that switched my data usage to cellular when internet was slow. I am aware that this is something that happens with Simyo, but I would extremely appreciate if someone could assist me with this situation because my financial situation makes this event extremely concerning for me and I do not know what to do. Thank you greatly in advance for your comprehension and help.

Why am I being charged 100 EUR outside bundle?

As we would always suggest: Please do enable the "data-plafond”-bundle. It costs 0,50 euro a month, but will make it so that internet stops when the bundle is used up. If you activate it today, it will start to protecting you starting 2025 (the next 1st of the month!)

A moderator (= Simyo employee) will ask to you to send him/her a private message in case he/she believes some form of compensation is possible in your case.

Hi @JuanPablo,

Thank you for your message. I can imagine that you were shocked by these costs.

Like @Groentjuh mentioned I would also suggest to enable the datacap. The data cap ensures that your internet connection automatically stops as soon as you have used up your internet bundle, preventing unexpected costs. The data cap is available for internet use in the Netherlands and zone 1 (EU). For the data cap, you only pay €0.50 per month, which is automatically added to your monthly bill. Without the data cap, you pay €0.15 per MB outside your bundle. You can enable this in the Mijn Simyo app.

If you don't enable the data cap, Simyo will always send you two warning SMS messages when you have reached 80% and 100% of your bundle. The app is not always in sync with your actual usage, but the text messages we send are directly from the network and are the most accurate. To avoid high costs, it is advisable to switch off 4G on your phone as soon as you receive the text message at 100%.

If you incur high costs outside your bundle within a short period of time, we will block your SIM card as a precaution and send you an email about this. We try to block the SIM card from €100, but because usage is processed with a delay in our system, the costs can exceed €100 depending on how many MBs have been used.

It is important to know that as long as the internet connection on the SIM card is active, there is always a chance that data will be used, both consciously and unconsciously. This can happen, for example, through updates or applications that remain active in the background.

Of course, I understand that this was not intended on your part. This is why I would like to take a look at your subscription with you. Can you send me a private message?

Greetings,
Seren

Good afternoon,

If I can hook on to that @Seren ; I had the same issue at the beginning of this year. In April I discovered that the invoice of the Simyo prepaid sim my 11 year old son has in his phone was almost €30,- (instead of the usual €8,67). When I took a look at all the other invoices I found out that the invoice of January was a staggering €105,-!! At that time I believe the data cap wasn't introduced then, and although I had set a data limit in his Android settings, these settings were erased after his motherboard was swapped out. In a timespan of just an hour (if I recall correctly) my son (or his phone) uploaded 9 times “something “ with the size of 30 MB. Poefff, €105,- down the drain…

Yes, he did receive some text messages to notify him about the 80% and 100% usage of his bundle but he wasn't aware of the severity of these messages so he didn't notify me about them that month, so I couldn't take any precautions to prevent this from happening again.

As soon as the data cap was introduced I immediately enabled it.

Kind regards,
Richard

Hi @JuanPablo,

Thank you for your message. I can imagine that you were shocked by these costs.

Like @Groentjuh mentioned I would also suggest to enable the datacap. The data cap ensures that your internet connection automatically stops as soon as you have used up your internet bundle, preventing unexpected costs. The data cap is available for internet use in the Netherlands and zone 1 (EU). For the data cap, you only pay €0.50 per month, which is automatically added to your monthly bill. Without the data cap, you pay €0.15 per MB outside your bundle. You can enable this in the Mijn Simyo app.

If you don't enable the data cap, Simyo will always send you two warning SMS messages when you have reached 80% and 100% of your bundle. The app is not always in sync with your actual usage, but the text messages we send are directly from the network and are the most accurate. To avoid high costs, it is advisable to switch off 4G on your phone as soon as you receive the text message at 100%.

If you incur high costs outside your bundle within a short period of time, we will block your SIM card as a precaution and send you an email about this. We try to block the SIM card from €100, but because usage is processed with a delay in our system, the costs can exceed €100 depending on how many MBs have been used.

It is important to know that as long as the internet connection on the SIM card is active, there is always a chance that data will be used, both consciously and unconsciously. This can happen, for example, through updates or applications that remain active in the background.

Of course, I understand that this was not intended on your part. This is why I would like to take a look at your subscription with you. Can you send me a private message?

Greetings,
Seren

Thank you for your prompt response!

I sent you a PM :-)

Kind regards,

Juan Pablo

Good afternoon,

If I can hook on to that @Seren ; I had the same issue at the beginning of this year. In April I discovered that the invoice of the Simyo prepaid sim my 11 year old son has in his phone was almost €30,- (instead of the usual €8,67). When I took a look at all the other invoices I found out that the invoice of January was a staggering €105,-!! At that time I believe the data cap wasn't introduced then, and although I had set a data limit in his Android settings, these settings were erased after his motherboard was swapped out. In a timespan of just an hour (if I recall correctly) my son (or his phone) uploaded 9 times “something “ with the size of 30 MB. Poefff, €105,- down the drain…

Yes, he did receive some text messages to notify him about the 80% and 100% usage of his bundle but he wasn't aware of the severity of these messages so he didn't notify me about them that month, so I couldn't take any precautions to prevent this from happening again.

As soon as the data cap was introduced I immediately enabled it.

Kind regards,
Richard

Hi @Don_Ricardo,

I'm sorry to hear about the costs outside of the bundle. We introduced the data cap around May this year, so it wasn’t in place at the beginning of the year. Before we introduced the data cap, we always made an effort to inform our customers about the out of bundle costs. I can understand that a child might not fully grasp the severity of these warning messages. In that case, I always recommend talking to your son and also reaching out to our customer service. That way we can explore if there’s any way we can assist. If you haven’t done so yet, feel free to send me a private message, and I’ll see if I can help.

Greetings,
Seren

Hi @JuanPablo,

Thank you for your message. I can imagine that you were shocked by these costs.

Like @Groentjuh mentioned I would also suggest to enable the datacap. The data cap ensures that your internet connection automatically stops as soon as you have used up your internet bundle, preventing unexpected costs. The data cap is available for internet use in the Netherlands and zone 1 (EU). For the data cap, you only pay €0.50 per month, which is automatically added to your monthly bill. Without the data cap, you pay €0.15 per MB outside your bundle. You can enable this in the Mijn Simyo app.

If you don't enable the data cap, Simyo will always send you two warning SMS messages when you have reached 80% and 100% of your bundle. The app is not always in sync with your actual usage, but the text messages we send are directly from the network and are the most accurate. To avoid high costs, it is advisable to switch off 4G on your phone as soon as you receive the text message at 100%.

If you incur high costs outside your bundle within a short period of time, we will block your SIM card as a precaution and send you an email about this. We try to block the SIM card from €100, but because usage is processed with a delay in our system, the costs can exceed €100 depending on how many MBs have been used.

It is important to know that as long as the internet connection on the SIM card is active, there is always a chance that data will be used, both consciously and unconsciously. This can happen, for example, through updates or applications that remain active in the background.

Of course, I understand that this was not intended on your part. This is why I would like to take a look at your subscription with you. Can you send me a private message?

Greetings,
Seren

Thank you for your prompt response!

I sent you a PM :-)

Kind regards,

Juan Pablo

I have just sent you a private message. Since your question has been answered I will go ahead and close this topic.

.

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