To think my elderly DM is being scammed via O2?

It sounds like your mom has been using her data rather than Wi-Fi so the costs would soon add up .

What phone does she have someone might be able to give simple steps to reconnect her to Wi-Fi

You use to be able to change plan on O2 by text. But could you make her an online account on O2 and use her number but your email. So you can see her account?
I know if I forget when I’m out to turn off my data. My phone uses the best signal.
If she is on pay as you go, online you can change her to a PAYG unlimited data.

It is possible for it to be that much.

For example there are certain mobile plans that include a certain amount of call minutes.

If she makes calls once her allowed minutes are used up, she will be charges at a much higher rate.

If you go outside your allowance you are charged at a higher rate.

You vitally need to check what plan she is on

Yes. I always click on to nhs free WiFi

But obv I know how to do it

Mum sounds like she doesn't and been using data or maybe they sent a text saying run out an top up and think it's 100/500mb is £3 or so and lasts minutes

On holiday I always add the large bolt data on as it rolls over next month and cheapest way of doing it if I run out

If OP isn't on the account it won't matter because they won't speak to her anyway.

I hope you get things figured out. It must feel very helpless.

What phone does she have? Can she get Google assistant or Siri to turn the WiFi on for her?

Also, I switched my parents to 1p mobile.

That's only 41 hours tho? Over 14 days is only 3 hrs a day.

Not saying the charges are right but they could be accurate iyswim?

Is she under contract? If not i would switch to someone like giffgaff where you load the package monthly (can start early if a heavy use month) and you load credit for extras so you can't overspend

My mum was in hospital for a long while this year, and she did burn through data faster than ever before just using whatsapp. I added data boosts to her account before she could run out. She was on the hospital WiFi for a little while but it blocked some apps so had to use data.

Yes

1st pic shows me on WiFi
2nd pic I've turned WiFi off

Is there someone who could pop in and check her phone and call o2 from it. It's free and they answer quickly

I'm with o2

Def tweet. A £4k bill is horrendous and tbh their end should have clicked something was wrong

Mum needs a contract phone. Can get them for £10 or so for lots of data and unlimited calls /texts

But hang on OP, I don't understand why you haven't been able to speak to someone?

O2 aren't the worst for that - I called them Friday, said "NO" to all the voice options, and it put me through to someone called Jennifer who sorted everything out.

There are companies you just can't communicate with but I have never found O2 to be one of them.

What service is that set up through? Are you paying for it? I would contact them and explain that you want a different carer.

And I would contact any relevant charities to see what other support she could be eligible for E.g. Age Concern, Dementia UK, any charities connected to other health issues she may have.

O2 might not speak to you due to data protection, is your mum able enough to call you and add you as an authorised person onto her account so then you can speak with them?

What in person support is this lady actually getting?

Your posts read as if she’s completely alone at home 100% of the time since being discharged from hospital.

is there any family locally? Any care workers going in?

Some form of in person support needs to be set up otherwise things like this will just keep happening again and again. I’m sorry to say.

My mil has similar issues but we have a spend cap. She kept running out of her data and we couldn’t understand why.
it was because she’d decided to start using WhatsApp for calling and she has no WiFi.

It's not just call time though, it will also be the cost of running the internet constantly via mobile data - if that's outside of her package then the costs can add up really fast.

It sounds like she's been using mobile data constantly for weeks - add on the costs of phoning you abroad and maybe even texting you abroad and it won't be cheap.

Yes - but even then, the wi-fi signal may have a question mark against it if it's not connected ( but not always). She needs to switch off Mobile Data whether or not the wi-fi icon is there or it may use that if the wi fi drops for any reason. Not all phones reconnect automatically if they have disconnected from the wi-fi

There’s some great support online (and an advice line) through AGE UK, it might be helpful in general for your mum. AGE UK

What time period does the 2nd bill cover?

If it was neatly 2k for 2 weeks then the 4k might not be wrong as such.

Do hospitals even have free wifi for patients?

Hope you get sorted Op.

You can still get her to contact her local Citizens Advice, perhaps with your support. Ours offers phone appointments and you could email them copies of bills etc.