Local calls at roaming destinations

[SP0]

The new roaming charges are bewildering.

I have something called "Unlimited Max plan between 12 July 2019 and 14 June 2021".  This includes roaming in a wide range of countries for which I've been paying a premium.

I was expecting therefore to be able to make local calls with my (unlimited) included minutes.  However when I consult the Charge Checker, the website says that calls from (say) Australia to the UK are free but Australia to Australia is an unbelievably expensive £3 per minute!  

How can this make sense?  I am sure it never worked that way before.  Surely travellers often need to make a local call - eg to their hotel, or for a cab, or to a restaurant etc -- but at £3 a minute??!!!

Have I understood this correctly?

Looks as though it's time to bin Vodafone when travelling, like I used to do, and go with local SIM cards.  I had thought the Max plan would save me that pain.  

[SP0]

This has turned out rather badly so far.

I lodged a complaint to see if that would get clarity on the issue.  The response:  If you make an in-country call in a roaming destination you will be charged full international rates (eg £3/minute in the US or Australia).  This applies to all roaming packages.

I have shown them the information highlighted above, notably the website statement that "Use your data, minutes and texts while roaming in our worldwide destinations including calls back to the UK and within your destination for just £6 a day."   The response from the complaint handler was that the website is wrong and the Coverage Checker is right.  My complaint was therefore closed.

I feel strongly about this issue and will escalate outside Vodafone if necessary.  It cannot be right (and from my memory was never previously right? -- perhaps others can help with evidence here) that a traveller who makes a call to their local hotel, or to a taxi firm, or to book dinner in a restaurant, should be paying £3 per minute for a local call.

[Amanda]

Hi @SP0 and @simax - firstly I'd just like to apologise that we haven't been in touch sooner on the thread. 
I can understand both your frustration and confusion about this - I'm sorry for the conflicting information you've had about the roaming call charges within the destination you're in. 

I've escalated this so we can get definitive clarification, as the last thing I want is to provide any incorrect information to you at this time - as soon as I have news, I'll pop a message back.

I'm sorry to hear your complaint was closed without resolution @SP0 - we can reopen this for you, all you need to do is either email back to the last email from the Customer Relations team or call them on the direct number at the bottom of the page. 

As @AnnS has mentioned, you can use Vodafone Spend Manager to help control and manage any extra charges. 

If you have any further questions in the meantime, please feel free to pop another message on the thread. 

[SP0]

Thank you .  It certainly seems that this area is confusing.  I hope the outcome is that local calls are included in roaming - that would be how most customers interpret the contract, and would be the fairest outcome for travellers.  Let's see what you hear back, and thanks again for escalating.

[Amanda]

My pleasure @SP0 - I'll be back in touch soon. 

[Amanda · Accepted solution]

Good afternoon @SP0 @simax @AnnS  🙂

I have great news! The Propositions team have come back to us and confirmed that calls within destinations and back to the UK are included in either an eligible inclusive roaming plan, or part of the daily rate mentioned above. 

So if you were to call another standard Australian number whilst in Australia, this would be subject to the £6 daily rate to use your plan and then subsequently come out of your inclusive allowance or if you have an unlimited data Xtra Plan with 4 Xtra benefits, or bought a Red Entertainment plan between 4 September 2019 and 11 July 2019, or Unlimited Max plan between 12 July 2019 and 14 June 2021, then would just come out of your normal allowance. 

Please note this is for native mobile and landline numbers only, not premium services within the country. The website is due to be updated within the next few days. 

I hope this clarifies things for you and please do let me know if you have any further questions ✈️

[SP0]

Super, thank you.