T-MOBILE excluding Lyca from inclusive mins

lockheed

I have received info T-Mobile will be collecting 100 pounds from my account. I called them and they said this is for calling one Lyca number, of which exclusion from the 600 minute allowance I obviously did not know about.

The guy told me he can escalate it to his manager and maybe they can do something about it (I assume partial reduction) but it will be after this weekend. However, I will not be satisfied if I pay a penny over my contract fee.

What can I tell them, and if they insist, what are my options? I am in the 7th month of 18-month contract.

MarkBargain

What number did you call? Did it start 01, 02 or 07?

lockheed

Standard UK mobile number 07....

victor2

Unfortunately Lyca numbers are not UK mobile numbers even though they start 07. We had the same with T-mobile, but on a much smaller scale, like only a few short calls. They refunded the cost charged, but said any future calls to those numbers would not be included in the bundle and would therefore incur a charge.

DUTR

lockheed wrote: »

Standard UK mobile number 07....

07 is not enough, for example 07050 is a personal number, what are the 1st five digits?

victor2

If you look at https://www.t-mobile.co.uk/shop/terms-and-conditions/inclusive-allowances/, you'll see a bunch of 07 number ranges that are not included in their inclusive minutes allowance, so I would guess they'll say it's covered there.

grumbler

Pay monthly terms and conditions

Allowances which include (or Charges which are for) calling a UK
mobile number will exclude calls to the numbers or customers of
networks which are not a UK national cellular mobile operator
network. Networks in the Isle of Man and the Channel Islands are
not UK national networks. Please refer to Our “What It Costs (Non
Standard Charges)” booklet for details.

Non standard charges

There are some newer networks whose customers have a telephone number starting with 07, but which aren’t treated as a UK mobile call for the
purpose of inclusive allowances. That means that calls to some numbers starting with 07 aren’t treated as UK mobile calls. The numbers include
(but are not only) calls to some numbers beginning 07404, 07405, 07417, 07424, 07466, 07609, 07610, 07621, 07682, 07408, 075202, 075594,
075894, 075895, 075896, 075897, 077077, 078228, 078920, 078921, 078931, 079112, 079118, 079788, and 0782210. That means that if you
call one of those numbers, that call won’t come out of your inclusive allowance and you’ll be charged your price plan’s rate for a call to a UK mobile.
Special Access Numbers also begin with 07, are not included in allowances and are charged as detailed on page 2.

If the number you called is not listed above you can challenge their decision to charge you as you had no way to know that it was not included into allowance.

MarkBargain

I thought the 01, 02, 07 etc. numbering system was supposed to simplify things for consumers. Who is really going to read through the small print of the T-Mobile website each time they call a number they don't know to check it to an exception list? It seems madness to me!!

lockheed

The number starts with 074389.
It is Lycamobile number. I phoned them up and they waived the charges for this month but what about the next month? This doesn't make sense if I have still over 300 free minutes that I cannot use for a UK mobile number.

DUTR

Part of the T-mobile site reads
What's a UK mobile call?

• This is a call made within the UK to a mobile number allocated to a customer of what's called a national UK GSM cellular network - more commonly known as a mobile network. At the moment, the national GSM cellular networks in the UK belong to Hutchison 3G, O2, Vodafone, Orange and T-Mobile. Calls to one of the mobile operators exclusively using numbers allocated to these networks (eg Virgin, Tesco, Fresh) are treated the same.
• There are some newer networks whose customers have a telephone number starting with 07, but which aren't treated as a UK mobile call (or text) for the purpose of allowances, Boosters and rewards (or any other bundle of inclusive services) on any pay as you go, SIM only or pay monthly plan. This means that calls or texts to some numbers starting with 07 aren't treated as UK mobile calls or texts. These include (but may not be limited to) some numbers beginning with the following sequences:

Which looks to me as they have covered themselves, the 5 main players are classed as UK networks, it would seem lyca mobile is not

grumbler

This is BS. When calling mobiles numbers do you know what network each number belongs to? You don't know and are not supposed to. The only way to cover themselves is to list explicitly all excluded numbers - as they did actually.