O2 Bill Shock Too Soon

Roaming data charges can lead to bill shock – the shock of enormous and unexpected bills. One sensible counter-measure to bill shock is to warn customers as their bill goes up and up, by sending them a preemptive text message, and encouraging the customer to switch off data roaming if they want to manage their bill. UK mobile operator O2 does just this, which is admirable. But a glitch meant O2 started warning customers about big bills, even when they had switched off data roaming, causing bill shock when none was needed. You can read the BBC’s version of the story here.

Eric Priezkalns
Eric Priezkalns
Eric is the Editor of Commsrisk. Look here for more about the history of Commsrisk and the role played by Eric.

Eric is also the Chief Executive of the Risk & Assurance Group (RAG), a global association of professionals working in risk management and business assurance for communications providers.

Previously Eric was Director of Risk Management for Qatar Telecom and he has worked with Cable & Wireless, T‑Mobile, Sky, Worldcom and other telcos. He was lead author of Revenue Assurance: Expert Opinions for Communications Providers, published by CRC Press. He is a qualified chartered accountant, with degrees in information systems, and in mathematics and philosophy.