data bundle for Relay services

[Assist_Me]

Does anyone know where to set a special data bundle for free relay app data traffic when on an EE mobile PAYG contract?

ie. A service such as RelayUK (previously known as NGT) requires both mobile call + a data connection.

I can't see how to add a bundle to make data used by RelayUK exempt from charges and exempt from swallowing up allowance usage.

[Chris_B]

@Assist_Me   Any app that requires data will use your data allowance if you need more data you can purchase a data add on from your online account or the my EE app.  You can not have separate allowance for any app.  

[Assist_Me]

Thanks for your reply @Chris_B. Various providers do provide exemptions either univerally or via packages, bundles or bolt-ons for specific traffic.

eg. BBC educational channels for kids during pandemic; youview or britbox traffic as a deal; etc.

So to clarify by more detail on first example of BBC Bitesize :

"Customers using BT Mobile, EE, and Plusnet Mobile can use BBC Bitesize content from the end of January without eating into their data allowance."

"All contract and pay-as-you-go customers of BT Mobile, EE and Plusnet Mobile will be eligible and the free package will continue while schools remain closed"

[quotes from BBC website]

Hope this helps clarify.

[Christopher_G]

Hi @Assist_Me

Our Accessibility help page says that Relay UK services are currently charges at standard rates, meaning the data would come out of your plan allowance.

Chris

[Chris_B]

   @Assist_Me  The services you mention are available as extras and have this ability but you can not choose what you want to use the data for yourself.    
There’s a big difference. 

you can have a video pass but it’s limited to certain apps, here they are 

1. Netflix

2.  Amazon Prime Video
3.  BT Sport
4.  MTV Play
5.  TV Player
6.  BBC iPlayer
7.  BBC iPlayer Kids
8.  YouTube
9.  YouTube Kids
10.  BritBox
11.  Twisted Mirror
12.  My5

Now TV isn’t listed so this will use your data allowance. 

hope this clarifies it for you. 

[Assist_Me]

Thank you @Chris_B.

RelayUK uses a specific app so can be placed as free traffic.

Ofcom mandates that an impaired person should not be charged more because of their impairment. (Reference: Ofcom General Conditions of Entitlement - C5)

With EE, unlike other mainstream providers, they seem to charge for both call and data elements. This means speech impaired people are being charged significantly more to make the same call.

I can't believe EE, being part of BT (owners of RelayUK) would purposely do this. There must be a bundle to addon somewhere to get RelayUK data exemption.

Can anyone help?

[Assist_Me]

Hi @Christopher_G

Ofcom mandates that an impaired person should not be charged more because of their impairment. (Reference: Ofcom General Conditions of Entitlement - C5)

With EE, unlike other mainstream providers, they seem to charge for both call and data elements. This means speech impaired people are being charged significantly more to make the same call.

EE is part of BT (owners of RelayUK), so you'd hope they would not purposely do this. There must be a bundle to addon somewhere to get RelayUK call or data charge exemption.

Can anyone help us find a solution?

[Christopher_G]

Hi @Assist_Me 

Thank you for sharing your experience of using the Text Relay service to speak to us.

We’ve raised this with the relevant team, who are currently investigating the points made to understand how this could be improved, with a view to making a change to how our customers access this service.

Chris

[Assist_Me]

@Christopher_G 

Just wondering if you were aware of any update on this matter?

My customer service contact todate on this topic has been repeatedly horrendous with the agents not even having heard of RelayUK*, let alone handle a RelayUK call about RelayUK data bundle!

*As a reminder to those reading in RelayUK = the Ofcom regulated relay service, provided by BT,  EE's parent company. RelayUK is promoted by EE saying that is their reasonable adjustment for both the hearing and the speech communities. #EqualityAct2010 #OfcomGeneralStandards

[Christopher_G]

Hi @Assist_Me

I chased this up this morning and the team involved have confirmed they are still looking into getting the app data zero rated, so that it isn't deducted from users' allowance.

It's still going through the motions, I'll give you an update here once I get one. 

Chris