Confusion on Roam Abroad Pass

Syntaxcnat
Visitor

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

1 SOLUTION

Accepted Solutions
bristolian
EE Community Star
EE Community Star

@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.


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 

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3 REPLIES 3
Northerner
EE Community Star
EE Community Star

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 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
bristolian
EE Community Star
EE Community Star

@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.


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
EE Community Star
EE Community Star

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

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