by PanPilot Investigator
Investigator

Why have I been charged for SMS replies to EU mobile while they were roaming?

Why have I been hit with charges at £0.54p a time for replying to texts from an EU mobile while they were (roaming) in the UK?

16 REPLIES 16
by Ace Contributor
Ace Contributor

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

Hi @PanPilot

 

Where were you when you sent the text? If you sent it from the UK to a EU number, you will be charged.

 

If you sent it whilst in the EU, you shouldn't be charged.

by PanPilot Investigator
Investigator

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

To be clear:

I was at home in the UK.

Our friends were in the UK, visiting from France.

The have EU roaming, and free SMS to the UK, while in the UK.

by Ace Contributor
Ace Contributor

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

Hi @PanPilot

 

Then it appears you were charged correctly. You were in the UK and sent a text to an EU number. If doesn't matter where that phone is, as you pay the price of a text to an EU mobile.

by Grand Master
Grand Master

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

Calls and texts from the UK to a non-UK mobile count as International and are chargeable, even when that non-UK mobile happens to be in the UK. 

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by PanPilot Investigator
Investigator

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

Thanks all for your replies.

Frankly, I think the whole situation stinks, to put it bluntly.

As I understand it, the whole idea of the new EU law which was introduced a while back was to do away with pan-european roaming charges !

 So the situation is, someone sitting in a car in the UK while roaming, can freely have a text conversation with a UK user. However, the UK user is hit with charges of potentially many tens of pounds to reply... and all of this is with absolutely no warning !!!

 It borders on the fraudulent...

by Ace Contributor
Ace Contributor

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

I can understand your frustration but as you say, the EU law is for roaming. When you are in the UK you aren't roaming, you are on your home network. You will pay any charges based on you being in the UK.

 

by PanPilot Investigator
Investigator

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

'Frustration' doesn't quite cover it.

I think you have missed my point.

Let's say, 'Mary' is an EU user roaming in the UK on holiday, and is in my phonebook.

I get a text from 'Mary'. It doesn't show as being 'Mary in France', it just shows 'Mary'.

It doesn't say 'SMS from Mary. You will be charged to reply to this message.'

If I dial a premium rate number, I get a warning: "You will be charged to call this number". That is the law as I understand it.

 So why am I not warned that my £15-a-month contract will be actually £50 this month due to these hidden SMS charges?

by
EE Community Support Team

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

Hi @PanPilot

 

Welcome to the community, I see you have been given a couple of replies about this already here.

 

Your UK allowance (when you are in the UK) allows you to make phone calls and text UK mobiles and landlines. If you call or text an international number, regardless of where they are at the time, you would be charged to do so.

 

The only time this would change is if you travel to an EU/EEA country, where you can call and text other EU/EEA numbers.

 

This is covered under the terms of the EE pay monthly price plan guide:

 

  • When in the UK to call and text customers of UK mobile networks and UK landlines starting with 01, 02 & 03 (mobile and landline numbers to Jersey, Guernsey and Isle of Man not included).
  • When roaming in the EU/EEA to call and text customers of UK mobile networks and UK landlines starting with 01, 02 & 03 (including landlines and mobiles in Jersey, Guernsey and the Isle of Man).
  • When roaming in the EU/EEA (including Jersey, Guernsey and the Isle of Man) to call and text customers of EU/EEA mobile networks and landlines.

 

 

I hope this clarifies things for you.

 

Chris

by PanPilot Investigator
Investigator

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

Thank you Chris.

 I fully understand the fine print. My point is that it is patently unfair to recipients of such messages to - completely unwittingly - incur what may be significant charges to send a reply to a roaming user without being advised of such charges.

 As I stated my understanding is that if I make, or return, a call to a premium number the regulations state I must be warned of any possible charges which might be incurred before I make the call.

 in this case, although the medium is different, surely the principle is the same and that the sender should be warned of out-of-plan charges?

by Grand Master
Grand Master

Re: Why have I been charged for SMS replies to EU mobile while they were roaming


@PanPilot wrote:

I get a text from 'Mary'. It doesn't show as being 'Mary in France', it just shows 'Mary'.


No, but Mary is in your contacts & you know that Mary has a non-UK no. It does not matter where Mary is, her non-UK no. follows her wherever she is.

 

It costs when you are texting a non-UK no. from the UK. You are not roaming when you do so. They count as International texts & are chargeable.

 

International calls & texts to overseas nos. from UK can be rather expensive but EE has a free add-on that anyone, on PAYG or contract, can apply for to give these calls & texts at a fraction of the standard rates. See The Free CALL ABROAD Add-on for Cheap Calls/Texts from UK .

__________________________________________________________________________________________
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 PanPilot Investigator
Investigator

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

Thank you. But you are still missing the point.

 'Mary' is in the UK, logged onto the EE network. I am on the EE network.

'Mary' gets free calls and SMS to other users on the EE network.  I get free calls and SMS to UK numbers and mobiles on the EE network .

Is it then unreasonable of me to believe a mobile on the EE network, in the UK, would be included in-plan in such circumstance? They are in the same hotel, not in Warsaw !

It is not made clear in the T's & C's that (considerable) charges will apply without advance notice.  Where does it make clear that an EU number is still treated the same irrespective, even if it is in the UK, on the EE network?

I read recently about a teenager who similarly fell foul of the same trap, unknowingly incurring charges of well over £100. She earns £25 a week for her weekend job in order to earn pocket money.

 I ask you this: is it a fair way for EE to treat their customers?

by
EE Community Support Team

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

I believe this is made clear on the price plan guide quoted above, @PanPilot:

 

You can use your minutes and texts:

 

When in the UK to call and text customers of UK mobile networks and UK landlines starting with 01, 02 & 03 (mobile and landline numbers to Jersey, Guernsey and Isle of Man not included).

 

I understand how passionately you feel about this from your posts and I'm sorry that you feel this is unfair.

 

Chris

by Grand Master
Grand Master

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

@Christopher_G: Also in the table:

 

Calling from the UK

Calling from EU/EEA (including Jersey, Guernsey & the Isle of Man)

Calling to the UK (landlines starting with 01, 02 & 03, and mobiles)

Included

Included

Calling to EU/EEA (including Guernsey, Jersey & Isle of Man)

EU/EEA not included, Guernsey, Jersey & Isle of Man not included

Included (to landlines and mobiles)

 

However in the EE Price Guides there is confusion between calling a country (or EU/EEA region), which these Guides use extensively, & calling a no. belonging to these countries. So it could be quite justified to interpret calling an EU no. currently in UK from the UK as calling to the UK.

__________________________________________________________________________________________
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 PanPilot Investigator
Investigator

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

Thanks @Christopher_G for the good illustration of how obscure the T's & C's are !

 

 It's like a trick question: When is a mobile in the UK not really in the UK? - When it's a mobile roaming  in the UK.

 

  Surely if 'The Network' is clever enough to know when a roaming mobile is in the UK and operate accordingly, it is clever enough to identify that an SMS has been sent to a UK number, and should automatically send a warning message to the recipient about potential charges? 

 

 I can't imagine some 13-year-old studying the T's & C's before she replies to her friend on holiday...

by Grand Master
Grand Master

Re: Why have I been charged for SMS replies to EU mobile while they were roaming


@PanPilot wrote:

Surely if 'The Network' is clever enough to know when a roaming mobile is in the UK and operate accordingly, it is clever enough to identify that an SMS has been sent to a UK number, and should automatically send a warning message to the recipient about potential charges? 


Surely you mean "it is clever enough to identify that an SMS has been sent to a non-UK number, and should automatically send a warning message to the recipient sender about potential 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 PanPilot Investigator
Investigator

Re: Why have I been charged for SMS replies to EU mobile while they were roaming

Well actually, no.

 To clarify, perhaps I should have said, 'automatically send a warning message to the recipient about potential charges to reply to this message'. The non-UK  sender is not being charged, so why warn them as you suggest?

Surely there is not much point in telling the UK responder that they have incurred charges after the event?

"Warning: There wil be a charge to reply to this international number."

Surely it isn't rocket science?

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