Roaming charges in Morocco

[JonH7]

Hi

One of my colleagues on our business account went away to Morocco. While he was there with a family member, he experienced no signal, so only used his phone in the hotel, when he was connected to their wifi. They were in different parts of the hotel, so would message each other when meeting up etc.

Most of the time when messaging the family member he used WhatsApp, but also used texts, assuming it would be going through the wifi also. We have now received a bill for over £76 for these texts he sent to the family member, despite them being in the same hotel . Can this be right? Is there anything that can be done to sort this out, please?

[Katie_B]

Good morning @JonH7. 

Thanks for coming here. 

Information on roaming in Morocco can be found by visiting our Roaming Tool.

Katie

[JonH7]

Hi Katie

I think you replied before I posted the actual message! 🙂

[Katie_B]

Hi @JonH7. 

My apologies, your message has now come through. 

The cost to send a text message from Morocco is 76p per text and 89p per picture message. 

How many texts have been sent?

When you download the bill breakdown does it show all the charges are related to texts or has a pack been purchased?

For a chargeable text to go through, the phone would have needed to connect to a local network. 

Speak soon, 

Katie

[bristolian]

Direct dialled voice calls & text messages use the mobile network.

They are also capable of using WiFi-calling and work exactly the same way - this service isn't officially supported abroad, but can sometimes work. And if it does, standard charges would apply in the usual way.

WiFi-calling is intended as a coverage enhancement in the UK, it's not meant as a means to avoid charges and shouldn't work abroad. In your case, it seems it has - but at least has provided the benefit of giving you mobile service when you didn't otherwise have it.

[JonH7]

Hi Katie

My colleague tells me he never saw a signal the whole of his holiday, so only believed he was using the wi-fi at the hotel. All messages are verified by him as being sent at the hotel to his family member in the hotel at the same time (neither was out of the hotel at that time), simply messages checking where each other was at the time and organising meeting up in the hotel as there rooms were in different part of the hotel!

90 texts charged at 90p each (£75.60). 

8 calls totalling approx 2 minutes total (from 2 seconds up to 41 seconds) charged a total £18.27. 

This seems excessive and a genuine misunderstanding. He assumed as he was on the hotel 

[bristolian]

Text messages in Morocco are currently 76p each = £68.40

Calls in Morocco are £2.34/minute, assume 2 mins = £4.68, although I can't recall if per-minute or "minimum 1minute" charging may affect this.

It's certainly unfortunate that WiFi-calling worked in Morocco, but usage of that service has never been intended to be a free means to make calls or send texts.

[JonH7]

Thank you Bristolian

I am unsure why the charge is 90p, but whatever the case, for almost £100 charge for 7 days abroad for the extent of his messages to someone who was unaware they were being charged for messages to someone within a few yards is excessive to say the least. To compound the issue, as this is a blanket account for a few of our work colleagues, he had no way of knowing he was being charged like this until our bill arrived.

He has told me he will be leaving EE at the earliest opportunity in protest which will be next year when his contract ends.

I have to say, I am absolutely disgusted by the charges too and can understand his issue.

[bristolian]

If you send a text message to someone in the same room as you, it's still charged at the same rate as if they were at the opposite end of the country - the geographical location is immaterial. The difference is that in the UK, most users have either a generous or unlimited text bundle - this only applies abroad if you have a billing add-on.

Until the Dec 4th changes, your colleague could have had a 120text message bundle for £8 IIRC, but EE have now moved to a daily charge regime in the same vein as EU-based roaming has done for a while. Equally, your colleague should consider adding a spend cap to their account which would prevent this occuring - https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap 

Ironically, the new charging regime allows for a £7.50 daily charge in Morocco for unlimited calls & texts.

Whilst your colleague is free to change networks, make sure they don't fall foul of "grass is always greener" theory by rushing into any emotional decision. Being informed and "clued-up" is often half the battle, it's unfortunate your colleague may have learned a few things the expensive way. And to avoid doubt, I am posting as an end-user, not EE staff.

[JonH7]

Hi Bristolian

I've shown this to my colleague. He returned to the UK on the 1st December, but was not made aware of the 120 text bundle. Do you know if he would he have the right to complain? He was immediately put on the Roam Anywhere activated, with no mention of the options.

He tells me he was using Vodafone for about 15 years before switching to join me on EE last year. He said the grass is greener theory applied back then! He says he much preferred the service he used to get, along with the clarity of information. This charge he has received now has made him decide to change back when his renewal comes up.