Unanswered Roaming Calls - should they cost?

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MrGadget

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#235977 12-May-2018 08:49

Having just arrived back from holiday, I have a bill with 5 incoming roaming calls and one outgoing call. All have a cost. The incoming calls were all unanswered - presumably went to voice mail (no messages left) and the outgoing went to an engaged number (in ignoring for one moment I was connected to WiFi and had “2degrees WiFi calling” at the top of my display for the outgoing call (possibly not for the incomings however).
Should the incoming calls be charged of unanswered?

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#2014510 12-May-2018 08:59

This from 2Degrees website.

https://www.2degreesmobile.co.nz/help-and-support/mobile/products-and-services/international-roaming/

If you were roaming in the UK and you were unable to answer a call and it went to voicemail, you'll be charged the standard rate of 44c/min to receive the call and another 44c/min for the cost of calling your NZ voicemail while roaming in the UK. The total you'll therefore be charged for a caller going in to your voicemail, even if they don't leave a message, will be 88c/min

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Linux

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#2014514 12-May-2018 09:17

@MrGadget Yes cause the incoming call is routed back to the Voicemail platform in New Zealand if not answered. If phone is off then no you will not be charged

John

SaltyNZ

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#2014517 12-May-2018 09:37

If you were on Wifi for the incoming call, that should not have been charged. But if you were on cellular, then yes, it would be charged because as John points out, the call is switched through to the foreign country and then back to New Zealand again to get to voicemail.

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MrGadget

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#2014520 12-May-2018 09:48

Thanks. I can only assume these callers were routed back to voicemail as I had no messages left, so looks like I am up for those charges.
As for the outgoing call on WiFi calling, that’s worth a dispute, as these should be included within the NZ plan according to the website.

Linux

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#2014522 12-May-2018 09:48

I used Wi-Fi calling last week on a trip to Melbourne on cheap Hotel Wi-Fi worked a treat and got a roaming bill of $0.00

John

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#2014524 12-May-2018 09:53

MrGadget: As for the outgoing call on WiFi calling, that’s worth a dispute, as these should be included within the NZ plan according to the website.

@MrGadget The call can't of gone out over Wi-Fi calling if you are charged as it's not possible as roaming CDR's are not generated

John

antoniosk

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#2014529 12-May-2018 10:32

SaltyNZ:

If you were on Wifi for the incoming call, that should not have been charged. But if you were on cellular, then yes, it would be charged because as John points out, the call is switched through to the foreign country and then back to New Zealand again to get to voicemail.

Interesting... is this part of the greater Roaming strategy for 2D? with the plethora of average wifi around the world, get onto it to avoid roaming charges?

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SaltyNZ

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#2014566 12-May-2018 11:53

I really couldn’t discuss strategy, but allowing VoWifi for international users was a deliberate decision.

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sbiddle

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#2014569 12-May-2018 12:03

It's worth noting that up until 2010 Vodafone roaming calls were billed the same way. I wrote about this and how XT was the only network in NZ to not change for calls that went to voicemail (http://www.geekzone.co.nz/sbiddle/6538)

Billing for such calls is still incredibly common on networks around the world because there can be costs incurred sending the call back to NZ.

richms

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#2014577 12-May-2018 12:10

Just sucks that the user has to pay because of the crappy way the networks operate. I bet some appologist will pop up to explain how it all works, but at the end of it all, it is still crap for the customer and shouldnt happen.

Richard rich.ms

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#2014618 12-May-2018 13:34

richms:

Just sucks that the user has to pay because of the crappy way the networks operate. I bet some appologist will pop up to explain how it all works, but at the end of it all, it is still crap for the customer and shouldnt happen.

Well, we've given our customers a way to avoid all roaming charges using Wifi, as well as roaming packs with unlimited calling that includes voicemail calls. So yes, this particular apologist would argue we are doing quite a lot to make things better for our customers, actually.

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Goosey

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#2014682 12-May-2018 14:14

As we are users of mobiles and when overseas if you want to completley avoid roaming them simply switch off 'cellular radio' (or whatever its called). Simple really. (espcially if you are using wifi calling).

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#2014840 12-May-2018 17:33

Goosey:
As we are users of mobiles and when overseas if you want to completley avoid roaming them simply switch off 'cellular radio' (or whatever its called). Simple really. (espcially if you are using wifi calling).

Put the phone into flight mode and then turn on Wi-Fi

John

tardtasticx

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#2014914 12-May-2018 20:07

Voicemail while roaming is turned off by default. You’ve either answered calls inadvertently while roaming or setup voicemail while roaming. https://www.2degreesmobile.co.nz/help-and-support/mobile/products-and-services/voicemail/

Go into Your 2degrees, bring up the CSV for that billing cycle and look at the actual length of the call (not the billed length, that’s rounded to the nearest minute). If it’s like 2 seconds long then maybe it’s not right, but if it’s minutes then I’d be inclined to think it was answered accidentally without realising.

KiwiSurfer

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#2014937 12-May-2018 20:49

Question: I have call forwarding for all incoming calls set up from my +64 number with 2degrees which forwards my calls to another +64 number with another NZ mobile provider. I am I correct in understanding that this calls will not routed to the roaming provider while overseas? And this will just be charged the usual domestic fees?

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