Full Breakdown
£42,000 TikTok Bill Nearly Bankrupts British Family Business
2/20/2026, 8:46:34 PM
Incident Overview: A Holiday Gone Awry
During a family holiday in Marrakech, Morocco, Andrew Alty, a small business owner from Manchester, faced a shocking £42,000 mobile phone bill after his daughter spent eight hours watching TikTok videos. The exorbitant charges stemmed from a mobile contract he had taken out through his curtains business, which included an uncapped data roaming clause for usage outside Europe. This situation put his five-person company at risk of bankruptcy.
Contractual Oversight: The Uncapped Data Roaming Clause
Mr. Alty purchased the mobile contract via the retailer Currys, with O2 as the service provider. Unbeknownst to him, the contract's terms allowed for unlimited data roaming charges outside the EU, leading to the staggering bills. Upon receiving the first bill of £22,000, Mr. Alty initially suspected a billing error or a potential hack. However, upon returning to the UK, he received a second bill for £20,000, confirming the charges were legitimate.
Customer Service Challenges: Frustration and Resolution
In the aftermath of the shocking bills, Mr. Alty attempted to resolve the issue through O2's customer service, but reported a lack of helpfulness and prolonged frustration. He later escalated the matter to the Financial Ombudsman Service (FOS), arguing that the uncapped data roaming clause was not adequately explained to him. However, the FOS ruled that Currys was responsible for the contract's terms, limiting their ability to assist him directly against O2.
Resolution: Charges Waived
Following media inquiries from the Telegraph, both Currys and O2 agreed to waive the £42,000 charges. A spokesperson for O2 confirmed that the matter was resolved and acknowledged the internal review conducted by Currys, which led to the decision to cancel the charges due to the circumstances surrounding the case.
Broader Implications: Data Roaming and Consumer Awareness
This incident highlights the potential pitfalls of mobile contracts, particularly regarding data roaming charges. Following Brexit, British citizens lost the right to free roaming within the EU, making it crucial for consumers to understand their contracts fully. While many providers, including O2, offer data caps, Mr. Alty's contract explicitly opted out of such protections, underscoring the importance of consumer vigilance in mobile service agreements.
Official Statements & Responses
A spokesperson for O2 stated, "We’re aware of Mr. Alty’s complaint, which the ombudsman ruled was a sales process dispute with his account provider Currys." Currys later communicated that they had conducted an internal review and decided to waive the charges given the scale and circumstances surrounding the case.
Verbatim Quotes
- “There’s no way they should be able to charge that,” — Andrew Alty, Business Owner
- “They made no effort to inform us, and just allowed the charges to accrue.” — Andrew Alty, Business Owner
- “Mr Alty added: 'It’s taken up such a huge part of my life over the past two months.” — Andrew Alty, Business Owner
This incident serves as a cautionary tale for consumers regarding the complexities of mobile contracts and the importance of understanding the terms, especially when traveling abroad.
