Calling 1-800 freephone numbers from Canada

[kofsw4]

I called some 1-800 and other freephone numbers while in Canada from my pay monthly Vodafone mobile recently expecting these to be included in my £6/day roam further allowances (Canada has the same country code +1 as the USA and these were mostly Candadian businesses) but Vodafone has charged me as if I had made calls to the USA (@ approx £2/min).

Is this correct? I have ended up with around £200 worth of calls that I don't think I should have been charged for.

Thanks

[TJ]

@kofsw4 We're really sorry to hear this hasn't been resolved yet and apologise for any confusion that's been caused. 

We're trying to get some clarity on this as our Ts&Cs say - additional charges may apply when calling non-UK numbers, or calling and texting non-standard numbers whilst roaming. 

[TJ]

@kofsw4 Please could you provide us with your email reference number from when you've been in contact with us, it'll look something like this [#1234567]. Once we have this, I'll be able to chase your query up for you. 

[floorhead]

Hello,

This has also happened to me in the last couple of months.  If this is resolved I would like to know, and if any moderator can help that would be much appreciated.

[kofsw4]

@TJ I have already posted my EFT number in a post here on 27th Sep 2018. See here: 

https://forum.vodafone.co.uk/t5/Pay-monthly/Calling-1-800-freephone-numbers-from-Canada/m-p/2608929#...

@floorhead and anybody else interested, the latest from Vodafone is that the routing of these calls from Canada to the US was provided by the foreign operator that I was connected to which was Rogers and so Vodafone say that I need to take this up with Rogers if I am disputing them. This is of course nonsense as I have no contract with Rogers and would not expect them to listen to anything I have to say. 

After nearly six weeks of wasting time with many emails, live chats, forum posts etc it's fairly clear to me that Vodafone aren't serious about looking into the issue so I'm going to take it up with the ombudsman.

[isdoo]

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@kofsw4 wrote:

@TJ I have already posted my EFT number in a post here on 27th Sep 2018. See here: 

https://forum.vodafone.co.uk/t5/Pay-monthly/Calling-1-800-freephone-numbers-from-Canada/m-p/2608929#...

@floorhead and anybody else interested, the latest from Vodafone is that the routing of these calls from Canada to the US was provided by the foreign operator that I was connected to which was Rogers and so Vodafone say that I need to take this up with Rogers if I am disputing them. This is of course nonsense as I have no contract with Rogers and would not expect them to listen to anything I have to say. 

After nearly six weeks of wasting time with many emails, live chats, forum posts etc it's fairly clear to me that Vodafone aren't serious about looking into the issue so I'm going to take it up with the ombudsman.

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Thanks for the reply. Sorry you have not had any joy from Vodafone.

Will keep tracking this topic in case there are any further updates. Initially I will only be making 1-800 calls from the USA, so that should not be a problem. But will be when I am in Canada next year. 

[TJ]

Thanks @kofsw4, I'll get back to you with an update as soon as possible. 

[TJ]

Thanks for your patience @kofsw4. I've asked some questions in regards to these free phone numbers. I can confirm that we have 001800 and 01888 number ranges configured for the USA.

Whilst roaming, as stated in our Ts&Cs we allow use of your UK allowance to call or text standard landlines and mobiles. 

We're really sorry for any confusion that's been caused and we'll continue to contact you via email to find a solution. 

[isdoo]

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@TJ wrote:

Thanks for your patience @kofsw4. I've asked some questions in regards to these free phone numbers. I can confirm that we have 001800 and 01888 number ranges configured for the USA.

Whilst roaming, as stated in our Ts&Cs we allow use of your UK allowance to call or text standard landlines and mobiles. 

We're really sorry for any confusion that's been caused and we'll continue to contact you via email to find a solution. 

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What numbers do you have configured for Canada? 

[chistery]

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@TJ wrote:

Thanks for your patience @kofsw4. I've asked some questions in regards to these free phone numbers. I can confirm that we have 001800 and 01888 number ranges configured for the USA.

Whilst roaming, as stated in our Ts&Cs we allow use of your UK allowance to call or text standard landlines and mobiles. 

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So 001800 and 01888 are considered as a standard landline or mobile when in the US? 

[kofsw4]

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@TJ wrote:

Thanks for your patience @kofsw4. I've asked some questions in regards to these free phone numbers. I can confirm that we have 001800 and 01888 number ranges configured for the USA.

Whilst roaming, as stated in our Ts&Cs we allow use of your UK allowance to call or text standard landlines and mobiles. 

We're really sorry for any confusion that's been caused and we'll continue to contact you via email to find a solution. 

---

Thanks for the reply and for taking the time to look into this.

What you have said is consistent with what I see on my bill: All 1-800 (and 1-888 etc) numbers which are free to call from both USA and Canada, are only considered to be included by Vodafone when roaming in the USA. When in Canada, Vodafone appear to treat them as calls to a foreign country.

I don't see anywhere in Vodafone's terms and conditions where this inconsistency is highlighted and this is why I was surprised by the call charges I incurred when in Canada and consider them to be unfair.

I look forward to hearing from you by email.