Issue with Unexpected Roaming Charges and Lack of Internet Access. How can I fix this?

Hi ​@Mei Yi Lee,

Thank you for reaching out, and I'm truly sorry to hear about the unexpected roaming charges and the difficulties you experienced with internet access during your trip. I completely understand how frustrating this must have been, especially when you're relying on your phone for services like navigation.

I’ve checked your account, and I can see that the charges occurred because mobile data was used while you were connected to a network in Serbia. In countries outside the EU (zone 1), such as Serbia or certain maritime networks (like cruise ships), the roaming rate is €5 per MB, which means even small amounts of data can lead to high charges. A charge of €60 would correspond to approximately 12MB of usage.  In some locations, especially near borders or on the sea, the phone might not always prioritize the correct EU network. Manually selecting a network will avoid such costs. 

Please note that in such cases, we always send a text message upon arrival in a non-EU country with the local rates included. Did you happen to see that message? It’s meant to help avoid surprises like this.

To prevent this in the future, I strongly recommend turning off mobile data roaming in the Mijn Simyo app by disabling the setting “Internetten in het buitenland”. When this is turned off, your phone cannot use data abroad, and charges like these will be avoided,  even if the phone connects to a foreign network.

Regarding your issue in Greece, it’s possible that the internet settings were not installed correctly which can cause your mobile internet to stop working. In such cases I recommend contacting our customer service so they can check your settings and help you get your internet working again as soon as possible.

Again, I truly understand your concerns. If this is the first time you've encountered such charges I’d be happy to look into a possible gesture of goodwill. Please send me a private message with your 06-number and relevant details so I can follow up.

Greetings,
Seren