Vodafone has apologised after an error caused customers using the network abroad to be billed hundreds and sometimes thousands of pounds.
Customers complained they were unable to use their phones and, as such, could not contact Vodafone.
Many received alerts that their data had run out, despite still having remaining in their monthly allowances.
Under EU regulations, since 2017, UK customers have been able to carry over their allowances when travelling in the EU at now extra cost.
Vodafone said a software problem was to blame for the issues.
Vodafone just charged mum £5000 for using her phone abroad how?!?— James (@james_dawson_6) October 14, 2019
In a message to customers on its website, it said: “Due to a software issue, some customers when roaming may be unable to use data and voice services. Our technical team are working hard to fix the issue as soon as possible and we will keep you updated.”
It added it is “proactively checking accounts and fixing any issues”.
“This may take some time but we’re working to fix it as quickly as we can.”
We are very sorry a technical issue has impacted some customers' data and voice services whilst roaming.— Vodafone UK (@VodafoneUK) October 13, 2019
You may have also received an incorrect charges message. We are working hard to fix this issue as soon as possible. Our customers' will not be incorrectly billed.