topic Re: Charges for calling in Contracts & Billing

Charges for calling

GarryM2 — Sun, 31 Aug 2025 21:37:29 GMT

I had to cancel my contract with EE early due to a relocation abroad. I was then informed that I had to return the modem, too late, I had already left the UK. Luckily I had the modem with me and in the process of returning said modem the address on the returns label could not be completed from my location because it had no valid post code. inbstead it showed 'BT returns SDC XX50 5NN'

I was forced to call a 0330 number from my UK mobile to get a proper address, which took 13 minutes at a cost of £24.30. Is that how much it costs to call EE using my allowance? I was always under the impression that it was free to call EE.

Re: Charges for calling

XRaySpeX — Sun, 31 Aug 2025 21:44:58 GMT

Not when you're roaming & you don't/can't call EE on their 150 no.

Re: Charges for calling

GarryM2 — Sun, 31 Aug 2025 22:10:25 GMT

On EE website it says under heading the Legal Bit: " Calls to 03301231105 are free from BT and EE landline and mobile numbers". Am I not understanding when it says free to a certain number from any EE mobile. There is no mention of roaming.

Re: Charges for calling

Peter_W — Mon, 01 Sep 2025 07:29:39 GMT

Good morning @GarryM2.

Welcome to the EE Community.

Any listings of contact details are under the assumption that you're calling from within the UK whilst connected to the EE network.

If you're calling any number from abroad, we'd recommend heading to our roaming pages which would outline any potential costs.

Peter

Re: Charges for calling

GarryM2 — Mon, 01 Sep 2025 07:34:33 GMT

I am allowed to use my allowance while I am abroad i.e phone calls, texts and data. If I call my son who lives in London its included, why then if I call EE to return your modem it costs me £25. Going back to your website, it doesnt say it may be charged, it says free.

Re: Charges for calling

Peter_W — Mon, 01 Sep 2025 07:38:42 GMT

@GarryM2 Where are you at the moment, and are you on a contract or pay as you go?

Peter

Re: Charges for calling

GarryM2 — Mon, 01 Sep 2025 07:42:16 GMT

I am in France and have 2 contracts with EE, and have been a loyal customer for many years

Re: Charges for calling

Peter_W — Mon, 01 Sep 2025 08:33:29 GMT

Thanks @GarryM2, something definitely doesn't seem quite right in that case.

I've fed this back at my end, but so we can look into the charges you've received specifically here, I'd recommend giving our customer care team another call.

If you have an inclusive add-on it shouldn't be charging you here, but they'll be able to investigate further and look into the charges at your end too.

Alternatively you can also find the details of how to raise an official complaint with us here:

Make a Complaint | Contact Us | EE

Peter

Re: Charges for calling

bristolian — Mon, 01 Sep 2025 08:34:37 GMT

When roaming within the EU, you are charged a flat fee for use of your UK allowances. Calling a UK landline number (01/02/03 prefix numbers) would come within your UK allowances within the UK, and thus should be covered by the daily/weekly fee you paid.

If you're charged otherwise, it would appear to be a billing error.

Re: Charges for calling

GarryM2 — Mon, 01 Sep 2025 08:43:54 GMT

Could you possibly give me the correct number to call and will I be charged for this?

Re: Charges for calling

Peter_W — Mon, 01 Sep 2025 08:46:14 GMT

@GarryM2 You should be able to reach our mobile care team on +447953 966 150 from anywhere in the world.

It's my understanding that if you have an inclusive roaming add-on this, and your original call, should come out of your normal allowance, but our team will be able to get these charges checked out for you.

Peter

Re: Charges for calling

GarryM2 — Mon, 01 Sep 2025 09:24:39 GMT

Thank you Peter. I have spoken to CS and they have agreed to credit the charge. Thanks for your help and advice

Re: Charges for calling

Peter_W — Mon, 01 Sep 2025 09:42:41 GMT

I'm glad to hear you managed to get that sorted with our team, @GarryM2.

Please let us know if you face any further issues here, and best of luck with your time in France too.

Peter

Re: Charges for calling

XRaySpeX — Mon, 01 Sep 2025 10:07:44 GMT

Any documentation about returning EE BB kit will be in the context that it is being sent from the location where the BB was.