topic Re: IPhone Facetime Audio calls to international iPhone in Business Customers

IPhone Facetime Audio calls to international iPhone

krish — Wed, 27 Feb 2019 22:21:35 GMT

Hi,

I have called to one of my frined using my iPhone facetime video call to USA using my Wifi Network

When I have checked O2 charged me for the call on International Call rate. I have complained but the they are saying Facetime Audio calls to International numbers will not be covered in network. Only within UK Facetime audio calls are covered

I belive every iPhone using Wifi network favetime audio/video calls are free. But O2 are saying because of this is internal facetime audio call, they charge and billed for £243 for call to USA.

I was mentioned I have not dialled directly but used the facetime call button.

Any advise how to prove O2 has incorrectly cahrged me for the call throught internet connection.

thanks in advance

Krish

Re: IPhone Facetime Audio calls to international iPhone

MI5 — Wed, 27 Feb 2019 22:26:21 GMT

@krish facetime only works over data so it's impossible to be charged for a telephone call.

Re: IPhone Facetime Audio calls to international iPhone

krish — Wed, 27 Feb 2019 22:31:43 GMT

thanks @MI5

They are saying we can see you have called directly as per the itemised bill and unable to refund money charged.

REPLY FROM THEM###

Our Final Position

Sometimes things just don’t work out the way we hoped. I’m sorry we’ve been unable to reach an agreement

in order to resolve your complaint. As we’ve now exhausted our internal complaints process, we’re in a

situation of “deadlock”.

You’d like to receive a refund for the amount billed for calling overseas as you feel that you were using

internet services at the time.

Firstly, I’m sorry that you’ve had a reason to raise a complaint, I understand how disappointing this may be.

I can conform the additional charges on your airtime bill dated 20 January 2019, are valid and correct from our

perspective, as they’ve been dialled from your SIM card. If you were using our Wi-Fi Calling service, this

wouldn’t prevent charges as calls are still made via our network.

As the account holder, it’s your responsibility to monitor your account and usage. You can access your

account online by using the following link to log in:

https://www.o2.co.uk/business/myo2business

For the reasons stated above, I’m unable to uphold your complaint.

Next steps

This letter is our final position so you may wish to approach the Ombudsman. The Ombudsman is there to

resolve disputes between communications providers and their customers. It is free to use their services, and

they are totally independent – so they do not take sides.

Re: IPhone Facetime Audio calls to international iPhone

MI5 — Wed, 27 Feb 2019 22:38:11 GMT

Impossible for me or anyone here to see your usage so no idea who is right in this case, but if it was a facetime call over wifi, or mobile data, you shouldn't have been charged.

Re: IPhone Facetime Audio calls to international iPhone 6S

Bambino — Wed, 27 Feb 2019 22:40:26 GMT

@krish Are you certain that you were connected by WiFi?

Re: IPhone Facetime Audio calls to international iPhone 6S

krish — Wed, 27 Feb 2019 22:50:09 GMT

Hi @Bambino

Yes I am at home connected to home wife

Call I have made FaceTime AUDIO to other number in USA and SWITZERLAND

Re: IPhone Facetime Audio calls to international iPhone 6S

krish — Wed, 27 Feb 2019 22:51:30 GMT

This PAY MONTHLY BUSINESS CONTRACT

Re: IPhone Facetime Audio calls to international iPhone

MI5 — Wed, 27 Feb 2019 22:58:16 GMT

So as a business customer you could be charged for data if you went over your allowances and the WiFi dropped out, but that doesn't explain them saying it was a SIM call.

Re: IPhone Facetime Audio calls to international iPhone

krish — Thu, 28 Feb 2019 22:11:03 GMT

Thanks @MI5

Is there any way to find out is call FaceTime audio or normal international call

I am not able see call history for 6 weeks before calls, how to get that

Thanks

Re: IPhone Facetime Audio calls to international iPhone

MI5 — Thu, 28 Feb 2019 22:35:27 GMT

On my consumer contract I can see all my calls itemised in my MyO2 http://www.o2.co.uk/myo2
I guess you can do the same on a business contract?