by newtonm2 Contributor
Contributor

PAYG Roaming Charges

I am currently travelling in Switzerland and am being charged for calls made to and received from the UK even though I have plenty of call time available on my current pack. Please advise why this is.

 

Thanks

19 REPLIES 19
by Ace Contributor
Ace Contributor

Re: PAYG Roaming Charges

Hi, 

@newtonm2

Please have a look at this. 

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

It should be free if you have free allowance. 

Many Thanks 

by newtonm2 Contributor
Contributor

Re: PAYG Roaming Charges

Yes I have free allowance, but when I try to make a call it says I dont have enough credit. What can I do to resolve this?

by Grand Master
Grand Master

Re: PAYG Roaming Charges

You shouldn't be paying for calls to/from Switzerland from/to UK or anywhere else in EU when you have sufficient mins. allowance left. This will cover ordinary landline or mobile nos. but not Premium rate or Service calls like 084 or 087.

 

You will need to phone EE to query these charges.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Grand Master
Grand Master

Re: PAYG Roaming Charges

Text AL to 150 to check your credit & allowances.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by newtonm2 Contributor
Contributor

Re: PAYG Roaming Charges

Allowances are confirmed, I have 39 minutes left. I tried to call EE on the freephone number but it says I don't have credit to do this. What other options do I have??

by Grand Master
Grand Master

Re: PAYG Roaming Charges

Try the Freephone no. over Skype for free.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by
EE Community Support Team

Re: PAYG Roaming Charges

Hi @newtonm2,

 

Welcome to the EE Community.

 

Did you manage to get in touch with customer services?

 

Thanks

 

James

by newtonm2 Contributor
Contributor

Re: PAYG Roaming Charges

I have finally got in touch with customer service, but could not do so
using my mobile - it has cost me Skype credit (real money) to do so, when
the issue was with EE. I am very unhappy with the ability to contact you
when there is an issue. Can you please advise what you can do to compensate
me for this cost.

Regards
by Grand Master
Grand Master

Re: PAYG Roaming Charges

I thought 0800 nos. over Skype were free.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by newtonm2 Contributor
Contributor

Re: PAYG Roaming Charges

Not from Switzerland! It took my 47 mins of credit to resolve.
by
EE Community Support Team

Re: PAYG Roaming Charges

Hi @newtonm2,

 

We are unable to access your account via the community.

 

Please get in touch with customer service on your return to the UK and they'll see what they can do to help.

 

Thanks

 

James

by newtonm2 Contributor
Contributor

Re: PAYG Roaming Charges

Just a note to say this problem is NOT resolved after 4 separate attempts with your Customer Service people. I am now in Switzerland having to pay for calls and texts to the UK even though I have plenty of allowances left with my current pack. This is extremely poor service and contrary to all advice on your website and advice from your own people. 

 

Please advise what you will do to rectify this - I refuse to use money again to call CS and risk having it not resolved again - as you can imagine it is extremely frustrating.

 

My mobile number is +*****************

 

[MOD EDIT: Please do not post personal details onto a public forum]

by
EE Employee

Re: PAYG Roaming Charges

Good Morning @newtonm2

 

Sorry to hear you're still having issues.

 

Are you on Orange, T-mobile or EE?

 

Also what pack do you currently have active?

 

Thanks - Karen. Smiley Happy

by newtonm2 Contributor
Contributor

Re: PAYG Roaming Charges

I am an Ee customer on £5 everything plan.
by
EE Employee

Re: PAYG Roaming Charges

Hi @newtonm2 and welcome to the community.

 

I understand your frustration with this issue. 

 

I have sent you a private message to help with this one.

 

Many thanks,

 

Lee

by newtonm2 Contributor
Contributor

Re: PAYG Roaming Charges

Hi Lee,

 

that page does not come up with the chat link, its blank - can someone please contact me directly without charge  I am now in hospital in Switzerland and urgently need access to my call and text allowances. My number is 0*************

 

thanks

 

[Mod edit: Please do not share personal details as your posts are publicly visible. Thanks!]

by
EE Employee

Re: PAYG Roaming Charges

Morning @newtonm2

 

I've raised the issue and passed your details on.

 

I'll be in touch soon.

 

Thanks - Karen. Smiley Happy

by newtonm2 Contributor
Contributor

Re: PAYG Roaming Charges

Hi Karen,

Can you pls contact me urgently on this.

Thanks
by
EE Employee

Re: PAYG Roaming Charges

Good Morning @newtonm2

 

I dont have access to contact customers unfortunately.

 

We have had confirmation this morning that the issue will be fixed soon.

 

I'll send you a Private Message to get some additional details.

 

Thanks - Karen. Smiley Happy

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