topic Re: Outrages roaming charges dialing 222 on Full Works plan in Roaming

Outrages roaming charges dialing 222 on Full Works plan

ysette9 — Wed, 07 May 2025 13:45:20 GMT

I recently signed up for a Full Works plan with unlimited international roaming in Zone 1 areas, which include the US where I am currently located. I chose this plan after a protracted online chat with an agent who advised me what to select to fit my needs. I am in the US now, need a UK number now in advance of moving next month. I was assured this would include unlimited roaming in the US, among other places, both calls, text, and data.

I've been setting up my new eSIM profile on my phone, including the outdated practice of calling voicemail to set up my answer message. I noticed on the app that I have racked up over £8 of roaming charges in the last hour calling "222", which the internets tell me is EE's voicemail. I don't understand why this would be happening, as it seems both outrageous as well as highly deceptive for a plan that claims to have unlimited roaming. I surely hope this is a mistake that will be sorted.

Re: Outrages roaming charges dialing 222 on Full Works plan

bristolian — Wed, 07 May 2025 13:53:07 GMT

Are you being charged for other calls to the UK?

Re: Outrages roaming charges dialing 222 on Full Works plan

Northerner — Wed, 07 May 2025 14:54:26 GMT

Hi @ysette9

What plan does your app say you are on.

Are you sure the charges are not related to your last plan. (Late billing).

Thanks

Re: Outrages roaming charges dialing 222 on Full Works plan

ysette9 — Wed, 07 May 2025 16:32:16 GMT

Nope

Re: Outrages roaming charges dialing 222 on Full Works plan

ysette9 — Wed, 07 May 2025 16:33:20 GMT

Full Works iP SIM 24m £29 T

I have had this plan for five days, so there is no prior bill.

Re: Outrages roaming charges dialing 222 on Full Works plan

Matt_124 — Wed, 07 May 2025 16:40:38 GMT

I'm confused how you've activated a UK SIM while you're within the US. EE SIMs usually need to be activated in the UK before they can be used on foreign networks.

Are you a new customer, or an existing EE customer upgrading your plan?

How do the charges show up on your account? It should say the source of these clearly beside the amount.

Re: Outrages roaming charges dialing 222 on Full Works plan

bristolian — Wed, 07 May 2025 16:46:56 GMT

@Matt_124 wrote:

I'm confused how you've activated a UK SIM while you're within the US. EE SIMs usually need to be activated in the UK before they can be used on foreign networks.

It can sometimes work Matt, there's just a few specific scenarios where it won't work due to catch-22 situations, and many others where it "might" work. PAYM > PAYG migrations are one of the glaring ones where UK activation is definitely needed,

Roaming activation of a PAYM SIM is one area where it usually works, the changes in this scenario are core-network end just to alter a couple of permissions.

Your question about how the charges are shown is a valid one, that's also why I was asking if other international calls are being charged for. If they're not, then it sounds like bill-rating has different criteria for +447953222222 specifically

Re: Outrages roaming charges dialing 222 on Full Works plan

ysette9 — Wed, 07 May 2025 17:00:54 GMT

EE definitely made the activation process as tedious as possible. I had to rely on a family member in the UK to help. I don’t understand why they make it so difficult, but in any case I am almost set up. I was able to call a UK number using my new EE profile. When I tried to receive a call I kept getting a call fail error. I could successfully call the same number back again, which makes little sense to me. I was able to set up my voice mail message, et great cost.

Re: Outrages roaming charges dialing 222 on Full Works plan

ysette9 — Wed, 07 May 2025 17:08:42 GMT

I am a new customer.

Charges show up as “222”.

Re: Outrages roaming charges dialing 222 on Full Works plan

Chris_B — Wed, 07 May 2025 18:18:11 GMT

@ysette9 The problem you could be facing is because your not in the UK. Its never a good idea to try and set up a sim when abroad as it doesn’t always work and its seems in your case you are having a few issues. Until your back in the UK nothing can really get resolved as your trying to do this via a roaming network. If you can rule out the roaming network isn’t causing the issue ( you can’t by the way ) then you need to speak with customer support about your issue.

Can I just ask how is it outdated to call your voicemail to setup your own greeting as obviously its your voice on that greeting. It has to be recorded somewhere and that’s not on your device.

Re: Outrages roaming charges dialing 222 on Full Works plan

bristolian — Wed, 07 May 2025 18:45:29 GMT

@Chris_B wrote:

@ysette9 The problem you could be facing is because your not in the UK. Its never a good idea to try and set up a sim when abroad as it doesn’t always work and its seems in your case you are having a few issues. Until your back in the UK nothing can really get resolved as your trying to do this via a roaming network.

Whilst a valid point for many scenarios, it's not relevant here. The OP has a network connection, they're able to place outgoing international calls and this is purely a billing issue.

In technical terms, a CDR (Call Data Record) is being produced but is seemingly being mis-rated. That could happen in the UK just as easily as it could abroad.

Re: Outrages roaming charges dialing 222 on Full Works plan

ysette9 — Wed, 07 May 2025 19:32:48 GMT

I can see it might be challenging setting it up abroad. I am disappointed that the customer service rep on the chat with whom I spent 1.5 hours discussing this plan and my situation didn’t mention there might be challenges or hidden fees. I made it very clear from my opening message what my situation is and the type of plan I was looking for.

I might have chosen my words poorly on setting up the voice message greeting. I am used to the iOS visual voicemail setup where I click the button in the upper right hand corner of the screen to record my message, not call up the number to set it up. I hadn’t experienced that since the days pre-smart phones. Perhaps this is also a feature that will work once I am in the UK again?

Re: Outrages roaming charges dialing 222 on Full Works plan

ysette9 — Wed, 07 May 2025 19:33:42 GMT

I appreciate your perspective. Do you think this would be resolved calling customer support?

Re: Outrages roaming charges dialing 222 on Full Works plan

ysette9 — Fri, 09 May 2025 01:54:41 GMT

Per bot auto email request, I am coming back to this topic to indicate that while I appreciate the input from everyone so far, I have not yet found a solution.

Re: Outrages roaming charges dialing 222 on Full Works plan

Ali_A — Fri, 09 May 2025 14:14:08 GMT

Hi @ysette9

If you're on the Full works plan with ROW roaming activated, there will be no costs for calls to your voicemail, as can be found in our Roaming in USA costs | EE page.

This may be a billing error. I recommend giving our Customer Service team a call where a guide will be able to check the details and raise this as a query to be investigated.

Ali