O2 charges calling Europe

[Retiredjohn]

Just been charged £44 calling someone in Spain from my mobile to advise them their Father had died. It was a 27 minute call.

i thought the recent European Union directive had stopped these high costs, not with O2 it would appear, £1.55 per minute inc VAT. 

Raised as a complaint 28th March, promised a response within five working days. Never heard a word.

O2 value for money, customer service, zero points, time for a change. 

[Bambino]

@Retiredjohn I'm sorry to say that your complaint will fall on deaf ears. The reduction in high costs only comes into play when you are roaming whilst in Europe, and doesn't include calls made from the UK to Europe. We are all customers here, and know exactly how you feel. I don't know what the other network's policies are concerning this, but maybe someone else does.

[jonsie]

Charges vary on all networks but all networks charge for international calling from the UK.  The new regulations came that came into effect in June last year were solely for using your phone overseas, not here in the UK. 

[Cleoriff]

If calling Spain from the UK the charges are shown in this link (Payg rates also incluced)

http://international.o2.co.uk/internationaltariffs/calling_abroad_from_uk

[MI5]

@Retiredjohn Please read the o2 help pages here https://www.o2.co.uk/help/pay-monthly/roaming-in-europe

[darrengf]

This is the third one in a matter of days and I bet you there are plenty more people who have been charged too.

@Marjo I know that this is not o2 fault in any way, but is there no way you can do a pre announcement before the call is made from the UK.

i know I’ve mentioned this before, but this will save so many people that are not aware of the new regulations or miss understand them.

O2 used to have an announcement for 0800 number when you dialed them, so the technology is there.

”Note this is a International call and you will be charged accordingly, to continue, please hold for your call to be connected, or please hang up now”

or or something like that.

surely there is something that can be done to make it clearer.

Great Publicity for o2 too, the first company to announce the caller to the charges if continuing. 

Just a thought. 

Any how how may have to do a separate article on this. 

*** “Calling to other countries outside UK you will be charged” Be warned***

[Cleoriff]

Yes it's a shame there can't be some sort of auto announcement @darrengf

About 4 years ago when I was in Spain my son and his partner, in the UK (on O2 PAYG)  discovered it was free to call me purely by 'accident'.

When my son dialled my number, the call, before connection, was preceded with auto voice stating 'free call'

They couldn't believe it and checked balance pre and post call.... and yes it was free

So I'm sure something could be done now that it will cost...

[darrengf]

@Cleoriff See it’s even nicer when something’s are free.

i don’t even think people wouldn’t mind paying if it was much cheaper.  £1.50 is very expensive to what it used to be.

but the networks now have to make money other ways as they don’t charge when roaming any more which is a huge amount of revenue to them.

[Marjo]

Hi @Retiredjohn, sorry to hear that you haven't heard back from the Complaints. How many days has it been? Feel free to send me a private message here on the forum if you still haven't heard back, and we'll see if we can chase it for you.

Thanks for writing up that idea @darrengf I actually saw you mention that in another thread too. Will pass this on.

[jonsie]

 Best option for calling Spain is the app Dial 123.all costs from 0.9p/min

https://www.dial123.co.uk/cheap-calls-to/spain/credit-dial/