by sohanp Investigator
Investigator

Charged for receiving calls in Switzerland

I am currently on a 7 day pack, and can see big statements on MYEE page around roaming being free to make and receive calls in Switzerland.

While the calls I make is dependant on my allowance, I guess there is no restriction to being able to recieve calls from the UK when I am in Switzerland.

 

However, I noticed this evening that I was charged £6.00 for receiving calls from UK when I am in Switzerland. Is this correct ? Surely based on everything that I have read on EE's website, this seems incorrect.

 

9 REPLIES 9
by Profile closed
Not applicable

Re: Charged for receiving calls in Switzerland

Hello @sohanp from 15th June you should not be charged to receive a call from the UK when in Switzerland no as Switzerland is included in the new free EE EU roaming:

 

http://shop.ee.co.uk/international/travelling-abroad

 

To get this looked in to please call customer service on 150 from an EE phone or 07953 966 250 from any other (lines open at 8am) who have access to accounts. 🙂

by Grand Master
Grand Master

Re: Charged for receiving calls in Switzerland

Hi, 

 

Just to add to @Profile closed comments.

 

Was the call you received from mainland Britain, and it wasn't from a premium number? 

 

If you think the charges are wrong then you will need to phone CS on 150 and ask them for a refund. 

 

Thanks 




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by sohanp Investigator
Investigator

Re: Charged for receiving calls in Switzerland

Thanks both for the confirmation 

 

I did find it strange that I was charged to receive the call despite wordings all over the EE website that it was free

 

@Northerner yes the call was from a standard UK Mobile (Vodafone) so there is no reason why the call would have been charged

 

Will try and call CS for a refund and hopefully a fix so that I don't get charged again since I am going to be roaming for a few days 

by
EE Employee

Re: Charged for receiving calls in Switzerland

Morning @sohanp

 

Sorry to hear you're having issues.

 

What EE 7 day pack are you on?

 

Thanks - Karen. Smiley Happy

by sohanp Investigator
Investigator

Re: Charged for receiving calls in Switzerland

Good Morning @Karen_C

 

I am on the the 7 day data pack - Not sure if that should make a difference since the website mentions the incoming calls from free on pay as you go

 

http://ee.co.uk/help/add-ons-benefits-and-plans/call-or-going-abroad/roaming-costs/countries/switzer...

by
EE Employee

Re: Charged for receiving calls in Switzerland

Hi @sohanp

 

Thanks for getting back to me.

 

No it won't make a difference - it should definitely be included.

 

It was just so I could see if there was any issues with a particular pack.

 

I'll see if there are any known issues.

 

Thanks - Karen. Smiley Happy

by
EE Employee

Re: Charged for receiving calls in Switzerland

Hi @sohanp

 

Thanks for getting back to me.

 

No it won't make a difference - it should definitely be included.

 

It was just so I could see if there was any issues with a particular pack.

 

I'll see if there are any known issues.

 

Thanks - Karen. Smiley Happy

by sohanp Investigator
Investigator

Re: Charged for receiving calls in Switzerland

Thanks @Karen_C

 

I have also completed a webform to CS since I tried calling this morning, but the automated system did not give me any relevant option to get through to somone for charges or billing.

 

The 4 options were not relevant at all so ended up just using the webform 🙂

 

by
EE Employee

Re: Charged for receiving calls in Switzerland

No problem @sohanp

 

I'll let you know as soon as I hear anything.

 

Thanks. Smiley Happy

Can't find what you're looking for?

One of these options may help you find the answers you need.

Let's get started

Join the EE Community to ask, answer, learn and share.