Free calls to Ukraine

[Waggy1971]

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

[Waggy1971]

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

[Katie_B]

Hi @Waggy1971. 

I have sent you a private message. 

Speak soon, 

Katie

[robsaffman2015]

Hi. Are calls to Ukraine still free on EE?

[Barnaby51]

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

[Christopher_G]

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