topic Re: Free calls to Ukraine in Contracts & Billing

Free calls to Ukraine

Waggy1971 — Sat, 30 Sep 2023 06:39:23 GMT

I have a Ukrainian living with me and got her a contract phone as the calls to Ukraine were free as of Feb last year when the war started.

A week ago I get a text saying my next bill will be higher than normal due to extra charges and when I went to look there were charges for calls made to Ukraine over the last 2 weeks..

I called and after an investigation I was told that EE have changed the way they do the billing and that it will be automatically deducted from my bill when it's posted...

2 days ago I get another text.. and extra charges taken me over my credit limit and phones have now been blocked

During my second phone call noone knew what was happening with free calls.. I have not received any notice of any changes and now have no phone access and extra charges of over £1000.

Does ANYONE know what is going on in EE? I have raised this as a formal complaint but I can only imagine if this has changed without warning hundreds, if not thousands of people are getting into serious trouble right now with extra charges ..

Never got a call back from EE regarding the and was told to 'wait and see what the bill looks like when posted'

If someone could tell me what is going on? As I'm seriously considering going to the press about this disgraceful service

Re: Free calls to Ukraine

Chris_B — Sat, 30 Sep 2023 07:19:20 GMT

@Waggy1971 Before you do anything make sure that all these calls are to Ukraine. You don’t want to find out that some of them are not calls to Ukraine. Any call that’s not covered by calling Ukraine will have to be paid.

Re: Free calls to Ukraine

Katie_B — Sat, 30 Sep 2023 08:14:18 GMT

Good morning @Waggy1971.

I have had confirmation that calls to Ukraine at this moment are still free for EE customers.

Has any current charges been removed from your EE account to remove the credit limit block?

I understand how frustrating this must be and would love to help get this resolved for you.

Speak soon,

Katie

Re: Free calls to Ukraine

Waggy1971 — Sat, 30 Sep 2023 08:46:00 GMT

Hi Chris yes they are all to family in Ukraine

Re: Free calls to Ukraine

Waggy1971 — Sat, 30 Sep 2023 08:49:25 GMT

When I called before getting cut off they said I had to pay over £300 or I'd be disconnected.. I refused as as far as I'm concerned I haven't incurred any charges.. hence now been cut off.. i have filed a formal complaint and will probably be seeking compensation now.. hard enough that people had to leave their homes during wartime, but then being unable to contact family now back home to male sure they are ok is totally unacceptable.. and I woukd have understood if yiu were going to discontinue it, but then I would expect to be notified in advance

Re: Free calls to Ukraine

Katie_B — Sat, 30 Sep 2023 09:24:47 GMT

Hi @Waggy1971.

This has not been discontinued and you should not be receiving charges.

I am sorry to hear that this has stopped you being able to contact your family.

Please give us another call so our customer care team can look into having the charges removed and the cap lifted so you can continue to make calls.

Katie

Re: Free calls to Ukraine

Waggy1971 — Sat, 30 Sep 2023 09:47:53 GMT

I have called twice and wasn't resolved and cannot make any calls even to 150

Re: Free calls to Ukraine

Katie_B — Sat, 30 Sep 2023 09:49:48 GMT

Are you able to try use our live chat service that can be found on this page HERE @Waggy1971?

Katie

Re: Free calls to Ukraine

Waggy1971 — Sat, 30 Sep 2023 10:42:10 GMT

Tried they said it was only free calls for 15 to 20 days and then cut me off... been calling for a year with o charge.. does anyone there actually know what is going on?

Re: Free calls to Ukraine

Katie_B — Sat, 30 Sep 2023 11:32:21 GMT

Hi @Waggy1971.

This is definitely still covered I have checked with the relevant department and should this change customers will be notified.

I am sorry to hear the chat ended, are you able to start a new chat?

Katie

Re: Free calls to Ukraine

Waggy1971 — Sun, 01 Oct 2023 11:08:11 GMT

Got through again and they said was discontinued beginning of the year which is not the case as only got charges from Sept 16th..

I think I am just going to go ahead and raise a small claims court case

Re: Free calls to Ukraine

Katie_B — Sun, 01 Oct 2023 11:14:47 GMT

Hi @Waggy1971.

I have sent you a private message.

Speak soon,

Katie

Re: Free calls to Ukraine

robsaffman2015 — Tue, 16 Jan 2024 14:28:11 GMT

Hi. Are calls to Ukraine still free on EE?

Re: Free calls to Ukraine

Barnaby51 — Wed, 17 Jan 2024 17:31:28 GMT

I have been advised today by the Small Business Team in Greenock that free calls to and from Ukraine are ending immediately. Having lived in Ukraine throughout the period of the unprovoked and illegal invasion by the RF, I am understandably appalled at this “commercial decision” made by the EE senior management team. I called EE yesterday (16th Jan 24) and was very rudely spoken to by a “Guide” named “Ali” who basically told me the £460 I had been overcharged for calls from Ukraine in Nov/Dec 23 had been refunded as a “goodwill gesture” and that my current bill for calls since then was £1500+

EE continues to send me an sms every night from number 1024 saying “Hi from EE. Calls, messages and data used to and from Ukraine are currently free of charge” - the last message I received was today 17th January 2024

I have just been called by a team leader named Chris from the Greenock centre who apologised for the disinformation I repeatedly receive from EE guides and stated that the policy of free calls to and from EE has ended and that customers will be being advised of the final date in the next few days.

Frankly, I feel very disappointed at this decision by EE. I also feel ashamed of the minority of EE teal members that have an attitude of complete indifference towards the people that this change in policy will affect. It is literally thousands of people displaced throughout UK and Ukraine and the 100’s of volunteers that are risking their lives supporting and standing with Ukraine during the most difficult period of its existence since WW2. Shame on you EE

Re: Free calls to Ukraine

Christopher_G — Mon, 22 Jan 2024 09:22:53 GMT

Hi all.

Some of our customers have incorrectly been sent a text to say their usage would be free of charge. Sorry for any confusion this might have caused. Because of this, we will cover the costs of calls, texts and data used in Ukraine from January 10th to 23rd (inclusive).

You don’t need to do anything, and will see this reflected on your bills.

Chris