Outrages roaming charges dialing 222 on Full Works plan

[ysette9]

I recently signed up for a Full Works plan with unlimited international roaming in Zone 1 areas, which include the US where I am currently located. I chose this plan after a protracted online chat with an agent who advised me what to select to fit my needs. I am in the US now, need a UK number now in advance of moving next month. I was assured this would include unlimited roaming in the US, among other places, both calls, text, and data.

I've been setting up my new eSIM profile on my phone, including the outdated practice of calling voicemail to set up my answer message. I noticed on the app that I have racked up over £8 of roaming charges in the last hour calling "222", which the internets tell me is EE's voicemail. I don't understand why this would be happening, as it seems both outrageous as well as highly deceptive for a plan that claims to have unlimited roaming. I surely hope this is a mistake that will be sorted. 

[bristolian]

---

@Chris_B wrote:

@ysette9   The problem you could be facing is because your not in the UK.    Its never a good idea to try and set up a sim when abroad as it doesn’t always work and its seems in your case you are having a few issues.      Until your back in the UK nothing can really get resolved as your trying to do this via a roaming network.

---

Whilst a valid point for many scenarios, it's not relevant here. The OP has a network connection, they're able to place outgoing international calls and this is purely a billing issue.

In technical terms, a CDR (Call Data Record) is being produced but is seemingly being mis-rated. That could happen in the UK just as easily as it could abroad.

[ysette9]

I can see it might be challenging setting it up abroad. I am disappointed that the customer service rep on the chat with whom I spent 1.5 hours discussing this plan and my situation didn’t mention there might be challenges or hidden fees. I made it very clear from my opening message what my situation is and the type of plan I was looking for. 

I might have chosen my words poorly on setting up the voice message greeting.  I am used to the iOS visual voicemail setup where I click the button in the upper right hand corner of the screen to record my message, not call up the number to set it up. I hadn’t experienced that since the days pre-smart phones. Perhaps this is also a feature that will work once I am in the UK again?

[ysette9]

I appreciate your perspective. Do you think this would be resolved calling customer support?

[ysette9]

Per bot auto email request, I am coming back to this topic to indicate that while I appreciate the input from everyone so far, I have not yet found a solution. 

[Ali_A · Accepted solution]

Hi @ysette9 

If you're on the Full works plan with ROW roaming activated, there will be no costs for calls to your voicemail, as can be found in our Roaming in USA costs | EE page. 

This may be a billing error. I recommend giving our Customer Service team a call where a guide will be able to check the details and raise this as a query to be investigated. 

Ali