topic Large bill in Contracts & Billing

Large bill

Itsmstyy — Fri, 18 Oct 2024 15:09:31 GMT

Hi, any updates on this? I am experiencing the same at the moment as i called via Facetime but they said i called through international normal call and is charging me about the same amount as you. How was yours resolved?

Re: Large bill

XRaySpeX — Fri, 18 Oct 2024 15:04:42 GMT

@Itsmstyy : Your post has been separated off into your own thread as it is better to address your particular issue. Kindly describe your issues in more detail.

Re: Large bill

EnglishInOz — Fri, 18 Oct 2024 23:16:00 GMT

Hi, so sorry to hear you have been ripped off too. I had to pay it unfortunately, cost me more than AUD $2,750!! 🥵 the £20 spend cap is now in place and working.

How can it be free on FaceTime but ridiculously expensive for a phone call? I pay £10 a month roaming pass for the privilege to call the UK from Australia but the other direction is extortionate?

I had no choice but to pay it and get my phone working again, my Mother is sick and I call her daily, she doesn’t have a mobile or internet, so landline is my only option. Shark’s is what they are, no, sorry, Orca’s. You could try putting a complaint in - I have not had the time to do this yet.
All the best 🤞🏻

Re: Large bill

Rach_H — Sat, 19 Oct 2024 08:32:55 GMT

Hi @EnglishInOz,

I'm sorry to hear you've been hit by these charges, as we do want to keep things as afforable as possible for you. Have you checked out our Calling Abroad add on, which will give you 500 minutes a month to call abroad?

Rach

Re: Large bill

bristolian — Sat, 19 Oct 2024 08:37:35 GMT

@Itsmstyy wrote:

i called via Facetime but they said i called through international normal call

Usage of Facetime, WhatsApp, Messenger, BBC News, Sky Sports, and any other internet-app, is setup by both your phone & the mobile network as data usage and charged accordingly.

For a call to appear on your bill as a voice call, means it was dialled accordingly.

Re: Large bill

EnglishInOz — Sat, 19 Oct 2024 23:07:34 GMT

Hi Rach,

Yes I heard about it just this week, that’s great news and thank you for letting me know - I will definitely be buying that.

Thank you.

Re: Large bill

EnglishInOz — Sat, 19 Oct 2024 23:24:58 GMT

Hi,

The best thing you can do when using FaceTime is to turn your mobile data off to ensure you are only using it on wifi. My best guess is that you called on FaceTime whilst on wifi and if the internet cuts out or you are not in range then it might start using your mobile provider instead, maybe?

You know exactly how you made the calls and your phone will show you that too, so that’s the proof you have of what you did “in good faith”. I will be pro-active in trying to get them to reduce the cut off amount because over £1,000 is way too high! Did your phone get cut off or did you find out at billing stage?