topic Re: Data & Usage query in Mobile Services

Data & Usage query

Hephaistos — Mon, 16 Oct 2023 16:00:19 GMT

On the webpage DATA & USAGE for one of my devices it states that ‘Your extra charges so far’ total £3.82, comprised of ‘Calls - roaming’ £1.91 and ‘Text and picture messages - roaming’ £1.91. Yet when I click on the ‘See details’ link for each of these nothing happens. Why is this?

Re: Data & Usage query

Katie_B — Mon, 16 Oct 2023 16:29:50 GMT

Hello @Hephaistos.

Welcome to the community.

Are you currently still roaming at the moment?

Katie

Re: Data & Usage query

Hephaistos — Mon, 16 Oct 2023 19:55:46 GMT

This phone is used by my wife on my account. She was in Italy for a few days last week and she maintains that the phone was only ever used in the hotel using the hotel's wifi. So I'm mystified by the imposition of roaming charges in the first place, and when I attempt to establish the reason for these charges I come up against a brick wall.

Re: Data & Usage query

bristolian — Mon, 16 Oct 2023 21:29:29 GMT

Did your wife receive any calls over WiFi, with WiFi-calling enabled? Those would be charged at standard roaming rates if so.

The amount is odd, however - you may need to contact CS to discuss this, they have account-specific access.

Re: Data & Usage query

Hephaistos — Tue, 17 Oct 2023 10:09:54 GMT

Thanks for response. Yes, she did receive calls and images but only via a WhatsApp group that were using the hotel’s Wi-Fi. She had roaming/cellular data turned off. I understood that this avoided roaming charges. Am I wrong?

I am still awaiting a response from CS. I am an EE newbie, as you probably guessed.

Re: Data & Usage query

Katie_B — Tue, 17 Oct 2023 10:52:37 GMT

Hi @Hephaistos.

Our customer care team will be able to look into these charges further for you.

If the phone was only used over WiFi then there should be no charge.

Katie

Re: Data & Usage query

XRaySpeX — Tue, 17 Oct 2023 12:28:31 GMT

@Hephaistos wrote:

She had roaming/cellular data turned off. I understood that this avoided roaming charges. Am I wrong?

Partly. That does not prevent normal roaming calls & texts, even those over WiFi.

It is interesting to note that £1.91 + VAT = £2.29, the daily roaming charge on contract for using any of your UK allowances while abroad. This would imply that she made or received at least 1 call & sent at least 1 text on 2 separate days.

@Katie_B : Why on earth does EE insist on quoting prices ex-VAT in some places & the same cost inclusive of VAT in others. At least be consistent esp. as all tariffs include VAT & EE is a supplier to consumers.

Re: Data & Usage query

Hephaistos — Tue, 17 Oct 2023 13:06:38 GMT

So I ‘ve had two contradictory responses.

First, Katie B of the Community Support Team writes: ‘If the phone was only used over WiFi then there should be no charge’.

Second, XRaySpeX, Grand Master, writes: ‘That does not prevent normal roaming calls & texts, even those over WiFi’.

Can someone provide a definitive answer please.

Re: Data & Usage query

XRaySpeX — Tue, 17 Oct 2023 13:37:10 GMT

I pretty sure @Katie_B was talking about the normal use of WiFi which is purely for data, like you would at home with your home BB.

I'm referring to WiFi Calling which lets you make and receive calls and texts using WiFi, even if there isn't mobile network coverage but at the same cost. Now EE does not guarantee WiFi Calling while abroad but it can work.

Re: Data & Usage query

Katie_B — Tue, 17 Oct 2023 13:58:18 GMT

Hi @Hephaistos.

Making and receiving normal voice calls will trigger the daily roaming charge, even if you're connected to WiFi. WhatsApp calls are data only, so would be covered by the WiFi connection and wouldn't trigger a charge.

Katie

Re: Data & Usage query

Hephaistos — Tue, 17 Oct 2023 17:17:49 GMT

I accept the explanation at face value, but is this an EE precept or does it apply to all mobile providers? When I think back to the charges imposed by Plusnet Mobile (who recommended a switch to EE as they were closing) there were no roaming charges on calls using WhatsApp through WiFi in Europe. My wife periodically takes walking holidays in Europe, when she keeps in touch with me with phone calls using hotel WiFi and WhatsApp. A week in Portugal in April with daily phone calls from her to me attracted no additional charges on my monthly Plusnet account. I’m perplexed . . . .

Re: Data & Usage query

Katie_B — Tue, 17 Oct 2023 17:24:32 GMT

Hi @Hephaistos.

You will not be charged for making calls on WhatsApp via WiFi as this is a free internet service.

If WhatsApp was to be used when not connected to WiFi this would trigger the daily roaming pass.

The daily roaming charge will only be triggered by calls, texts or data being used.

Our customer care team on 150 will be able to look into this charge and provide further explanation.

Katie

Re: Data & Usage query

bristolian — Tue, 17 Oct 2023 17:29:38 GMT

To add - "calls" made through WhatsApp, Messenger and suchlike are not calls. They are usage of an app which is handled by your phone as data usage and carried over the internet connection accordingly.

If that internet connection is WiFi, then the charge would be for the underlying broadband connection - which is free. If that internet connection is the mobile network, then mobile data charges apply - which within the EU, triggers the daily roaming charge.

Voice calls directly dialled or received through your phone's dialler app are carried through the mobile network as voice calls and charged accordingly.