topic Call charges in Contracts & Billing

Call charges

philramsey69 — Mon, 19 Sep 2022 06:36:17 GMT

I’m currently in Vietnam and using an iPhone 12 with all mobile data switched off. I have Wi-Fi calls switched on. Last week I made an urgent lengthy Wi-Fi call to my bank in the UK and to my surprise I have been charged £111.05. How is this possible? I thought that Wi-Fi calls were free?

Re: Call charges

bristolian — Mon, 19 Sep 2022 08:27:05 GMT

The answer depends on what you mean by WiFi-calling.

"Calls" placed through apps such as Messenger & WhatsApp are not calls at all, they are carried through EE's network as data usage and not on a per-minute basis.

WiFi-calling when you use your phone's normal dialler but through a WiFi-connection, is only supported in the UK as a means of extending coverage, whilst calls placed this way are charged as if they were dialled over the mobile network.

WiFi-calling is not officially supported abroad, but on the off-chance it works you are still liable for standard roaming call charges - as set out at https://ee.co.uk/help/help-new/roaming-costs/countries/vietnam

Re: Call charges

Northerner — Mon, 19 Sep 2022 09:21:34 GMT

Hi @philramsey69

If you're reasonable with EE they may waiver some of the cost. You'll need to speak to them on 150.

As @bristolian said WiFi calling doesn not work outside of the UK therefore you've made a call on the network and incurred roaming charges.

Thanks

Re: Call charges

philramsey69 — Mon, 19 Sep 2022 09:25:49 GMT

Thanks for your reply. If I call 150 outside of the UK will I be charged?

Re: Call charges

Northerner — Mon, 19 Sep 2022 09:53:12 GMT

Hi @philramsey69

Use Skype on WiFi and +44 800 079 8586 option 1.

Thanks