Charges for calling

[GarryM2]

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.

[XRaySpeX]

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

[GarryM2]

 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.

[Peter_W]

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

[GarryM2]

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.

[Peter_W]

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

Peter

[GarryM2]

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

[Peter_W]

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

[bristolian]

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.

[GarryM2]

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