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?

[Hephaistos]

I accept the explanation at face value, but is this an EE precept or does it apply to all mobile providers? When I think back to the charges imposed by Plusnet Mobile (who recommended a switch to EE as they were closing) there were no roaming charges on calls using WhatsApp through WiFi in Europe. My wife periodically takes walking holidays in Europe, when she keeps in touch with me with phone calls using hotel WiFi and WhatsApp. A week in Portugal in April with daily phone calls from her to me attracted no additional charges on my monthly Plusnet account. I’m perplexed . . . .

[Katie_B]

Hi @Hephaistos. 

You will not be charged for making calls on WhatsApp via WiFi as this is a free internet service. 

If WhatsApp was to be used when not connected to WiFi this would trigger the daily roaming pass. 

The daily roaming charge will only be triggered by calls, texts or data being used. 

Our customer care team on 150 will be able to look into this charge and provide further explanation. 

Katie

[bristolian]

To add - "calls" made through WhatsApp, Messenger and suchlike are not calls. They are usage of an app which is handled by your phone as data usage and carried over the internet connection accordingly.

If that internet connection is WiFi, then the charge would be for the underlying broadband connection - which is free. If that internet connection is the mobile network, then mobile data charges apply - which within the EU, triggers the daily roaming charge.

Voice calls directly dialled or received through your phone's dialler app are carried through the mobile network as voice calls and charged accordingly.