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Jo C.
Jo C., Barrister
Category: Law
Satisfied Customers: 71154
Experience:  Over 5 years in practice
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I have a tel. contract with EE which states the following: Offer

Customer Question

I have a tel. contract with EE which states the following:
Offer Details (excluding VAT)
20.82 per month; On this EE Extra 24 month plan you get 2GB of data,1000 minutes and unlimited texts in the EU as well as the UK to all major UK networks,voicemail and landlines starting 01 02 and 03 (except Channel Islands and the Isle of Man).
Ive been calling from the UK to Italy on a regular basis and now have been told the plan does not cover those calls. Ive been issued with a bill for approx. £600.
Submitted: 2 years ago.
Category: Law
Expert:  Jo C. replied 2 years ago.
Thank you for your question. My name is ***** ***** I will try to help with this.
How can I help with this please?
Customer: replied 2 years ago.

Have I misunderstood the contract terms and do I have to pay the amount requested.

Expert:  Jo C. replied 2 years ago.
It depends on the nature of your usage.
What was offered in relation to the EU was texts rather than calls so that is probably something they are relying upon.
In terms of calls they did offer 1000 free minutes but they may have an exclusion elsewhere to limit that to the UK. If so, then that would not cover calls to Italy. Also, your calls would need to have been within the 1000 minutes.
If you complain about the lack of clarity in the contract though they might well write these charges off. They often do.
Can I clarify anything for you?
Customer: replied 2 years ago.

Calls made are less than 600mins. They are claiming that the agreement does not cover calls made from the UK to other EU countries. Only covers calls made from EU countries to the UK and between EU countries.

Expert:  Jo C. replied 2 years ago.
The UK is an EU country.
There isn't anything in the wording above that would assist with that. It is probably an exclusion elsewhere.
It would be unusual for calls to other countries to be within a plan of this nature.
Customer: replied 2 years ago.

The people that Ive spoken to at EE insist that the plan/agreement stated

above is clear and must be abided by. My telephone is cut off until I pay.

Expert:  Jo C. replied 2 years ago.
The wording above does not include calls to the EU. That is clear.