Data & Usage query

[Hephaistos]

On the webpage DATA & USAGE for one of my devices it states that ‘Your extra charges so far’ total £3.82, comprised of  ‘Calls - roaming’ £1.91 and  ‘Text and picture messages - roaming’  £1.91. Yet when I click on the ‘See details’ link for each of these nothing happens. Why is this?

[Katie_B]

Hello @Hephaistos. 

Welcome to the community. 

Are you currently still roaming at the moment?

Katie

[Hephaistos]

This phone is used by my wife on my account. She was in Italy for a few days last week and she maintains that the phone was only ever used in the hotel using the hotel's wifi. So I'm mystified by the imposition of roaming charges in the first place, and when I attempt to establish the reason for these charges I come up against a brick wall.

[bristolian]

Did your wife receive any calls over WiFi, with WiFi-calling enabled? Those would be charged at standard roaming rates if so.

The amount is odd, however - you may need to contact CS to discuss this, they have account-specific access.

[Hephaistos]

Thanks for response. Yes, she did receive calls and images but only via a WhatsApp group that were using the hotel’s Wi-Fi. She had roaming/cellular data turned off. I understood that this avoided roaming charges. Am I wrong?

I am still awaiting a response from CS. I am an EE newbie, as you probably guessed.

[Katie_B]

Hi @Hephaistos. 

Our customer care team will be able to look into these charges further for you. 

If the phone was only used over WiFi then there should be no charge. 

Katie

[XRaySpeX]

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@Hephaistos wrote:

She had roaming/cellular data turned off. I understood that this avoided roaming charges. Am I wrong?

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Partly.  That does not prevent normal roaming calls & texts, even those over WiFi.

It is interesting to note that £1.91 + VAT = £2.29, the daily roaming charge on contract for using any of your UK allowances while abroad. This would imply that she made or received at least 1 call & sent at least 1 text on 2 separate days.

@Katie_B : Why on earth does EE insist on quoting prices ex-VAT in some places & the same cost inclusive of VAT in others. At least be consistent esp. as all tariffs include VAT & EE is a supplier to consumers.

[Hephaistos]

So I ‘ve had two contradictory responses. 

First, Katie B of the Community Support Team writes: ‘If the phone was only used over WiFi then there should be no charge’. 

Second, XRaySpeX, Grand Master, writes: ‘That does not prevent normal roaming calls & texts, even those over WiFi’.

Can someone provide a definitive answer please.

[XRaySpeX]

I pretty sure @Katie_B was talking about the normal use of WiFi which is purely for data, like you would at home with your home BB.

I'm referring to WiFi Calling which lets you make and receive calls and texts using WiFi, even if there isn't mobile network coverage but at the same cost. Now EE does not guarantee WiFi Calling while abroad but it can work.

[Katie_B · Accepted solution]

Hi @Hephaistos.

Making and receiving normal voice calls will trigger the daily roaming charge, even if you're connected to WiFi. WhatsApp calls are data only, so would be covered by the WiFi connection and wouldn't trigger a charge.

Katie