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I have asked Customer Services where their website shows clearly what tariffs they charge abroad/roaming outside of bundle. No response after two months!

In November my phone accidentally picked up a maritime satellite whilst on a ferry. I was invoiced 59.98 euro for around 4mb. How can Proximus justifiably charge this if there is mention of these tariffs on the website? I also have a subscription for Orange on another phone, and by simply Googling this subject you easily find the tariff table. 

One thing it to accidentally have this happen to you - but even if I had the intent of doing so, I have no idea of the cost until I am surprisingly invoiced at the end of the month.

Anybody with knowledge out there? And what can Proximus do here? This can’t be right.

Hello @hel72 

 

Try to look here:

https://www.proximus.be/en/id_b_cr_roaming/personal/blog/news/smartphones/calling-and-surfing-abroad.html

Merci! I have been on this site many times - but I cannot see any information that allows me to find out what the unit cost of a mb is when data roaming whilst on a ferry. Indeed, it is very difficult to get a straightforward answer to any tariff related questions.

 

Look at what orange.be produce for their customers:  

https://www.orange.be/sites/b2c/files/tarifs_roaming_et_les_communications_internationales.pdf 

 

 

UPDATE: I finally got some replies on Proximus Facebook page after posting there as well. It seems as though you have to: 

  1. Go to the Legal and Contractual page: https://www.proximus.be/.../orphans/legal-information.html
  2. Scroll down and search for the tariff table that corresponds to the mobile subscription https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.proximus.be%2Fdam%2Fjcr%3Ac25914db-d902-44e5-95f6-e5e9186c3b4c%2Fcdn%2Fsites%2Fiportal%2Fdocuments%2Fpdfs%2Fres%2Frates_postpaid_roaming_res_en~2018-12-13-16-04-46~cache.pdf%3Ffbclid%3DIwAR33r5OZH8rwZnPcsHXSsBHEc7mDXM0ihPZ7ldAiuslRzE2E9EDp8-dOcAg&h=AT3G98UWViINq12OMkPQzOCClf56i5tAb_NStg4mXwyFk_kAWTfuRFlnGoyv0THkS2irnqVw_z84EWt7Tpu6FcKCOwyVQEBiumIULYtsnjlxkpB9gDojWAEPf_7SarmjMZdVZUqmgHRGVCv2yA
  3. Search the 5 page table for “Maritime satellite” (which was not there) and then “Ferries” before finding the entry that actually applies to my situation “Cruiseships and Ferries”. Here the tariff for 1 mb data is given. 
  4. So the only way of getting know what I was going to be charged was by looking at this table and knowing I had to look in a table of countries around the globe, and that “Cruiseships” comes between Costa Rica and Cuba. 
  5. Can I suggest that Proximus seriously improve their tariff communication to consumers. It is not as if us living in Belgium are too far away from a coastline where we can catch a ferry, so I am sure I am not the only person to suffer from receiving a terribly high bill.  

 

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