Picture Messages when Roaming

[Getafix]

I have just signed up for the top SIM Only package with all bells and whistles.

Roaming in 83 included. Says do everything you do while Home. Since I have Picture Messages included in my package, I would expect it to be included while Roaming. However, I have a charge for it last week while Roaming. No other charge.

Online chat, they removed it, but could not tell me if an error or not.

And if not included then where do I find the charges as looked for it on the website.

[Getafix]

I have just got my new Bill and the Picture Message charge while in US has not been reversed.

And no response any of Vodafone Mods.

[Effie · Accepted solution]

Hey @Getafix I hope you are well. Apologies that your original post was missed! The passes and inclusive allowance only cover standard calls and texts. 'Out of bundle' charges such as picture messages, premium calls or premium texts are not covered. There is a charge for picture messages detailed in the 'Charges Guide' for every roaming zone. 

[Getafix]

I have just looked at the Charges Guide and cannot see anywhere that Picture Messages is not inlcuded in Inclusive Roaming.
Inclusive Roaming says use your phone like you use at Home. Only exception is 25GB Data Limit. 
Picture Message is part of my Home Package hence would expect that would be included.
I would expect it to works like it works for any other Package included.

[Effie]

In regards to the message being marked as solved, I've raised this to the admin team as I'm not sure why that has happened @Getafix 

On the charges guide you will see that for each Roaming zone, calls texts and data fall under either a daily charge amount or they come out of your inclusive allowance. Picture messages however are separated and incur a charge per message for every roaming zone. 

[Getafix]

Hmm, Interesting. That does make sense.

Having said that, then please explain this text, especially "(including Extras)"

And if that is they case, why did online Chat assure me that it has been reversed and also assured it is error.

P/S Again your second response marked as Solution.

 

[Effie]

The 'including Extra's' section is referring to any data extras that customers have as you can only use 25GB maximum when abroad as part of the inclusive amount before you have to pay extra. So it is just saying that even if you had a 25GB plan for example and a 2GB extra data add on, you can still only use 25GB. It unfortunately it does look like the LiveChat agent was misinformed as if picture messages were included you would not have been charged extra for them, but as per the Charges Guide, they are charged per message. 

It does show that you marked the reply as an accepted solution that time @Getafix I have the admin team looking into this just incase there is a bug that needs squashing. 

[Getafix]

@Effie I definitely did not mark it as Solution.
Unless there is automated function doing it.

[Getafix]

and p/s Why has this been marked as Solved?

Just removed the Solution mark.