Confusion on Roam Abroad Pass

[Syntaxcnat]

I am very confused, I have had a roam abroad pass on my account for 2 months now as I travel frequently. I recently just came back from Canada and the roam abroad pass was still active.

I had hit FaceTime button on a Canadian number only to later realise that this 2 hour facetime had gone through as a Normal call and now my extra charges are £500. Does the Roam abroad pass not allow calls  to international numbers. In addition to this I never even called the person normally so this is an error is it possible to get this waived ? I’m a 20 year old student and I cannot afford a £500 phone billl… this is ridiculous I’m stressed enough as it is

[Northerner]

Hi @Syntaxcnat 

The pass only works while you are abroad not at home if you're at home calling a foreign number abroad then you will be charged the rate to call abroad. 

I suggest speaking to EE CS on 150 about any discount on your bill. 

Thanks 

[bristolian · Accepted solution]

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@Syntaxcnat wrote:

I had hit FaceTime button on a Canadian number only to later realise that this 2 hour facetime had gone through as a Normal call and now my extra charges are £500.

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App-based "calls" are setup differently by both your phone and the mobile network than direct-dialled calls.

The only way a call appears on your bill is by the phone user dialling it. Any usage of an app such as Facetime is handled and charged, as data usage - and will not appear on your bill as a time-based call.

The Roam Abroad pass covers roaming usage, not international calls from the UK. Only CS can make any account-specific comments, but the account holder is ultimately liable for any usage from a phone. You may find a Spend Cap useful to avoid this happening in the future - https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap 

[XRaySpeX]

The clue is in its title "Roam Abroad"! You weren't when you made this 2 hr. International Call to Canada.