New ASDA EE warning

ThePhoenix

I've had some trouble with the new EE service provided by ASDA. I don't know if this is the right forum to use to warn others, but I guess if it's not, then someone will move this.

ASDA are moving to EE. After my new sim arrived, I put it in the phone, followed the instructions & was told my number would transfer automatically to the new sim in 2 days. It took 5 days to do this, but as they gave me 110 minutes, 2010 txt's for free, I thought OK, can't really complain, but I've been unable to use these minutes.

I've tried to set up & listen to my voicemail, but a voice says I don't have credit. I've tried ringing their helpdesk, but keep being cut off, so I looked on their website & it says there's someone in every asda store that can help, so I went to the local asda & spoke to their telephone guy there. He said he didn't have a clue, so called his supervisor. He didn't know anything either, so called the asda mobile helpdesk from the store phone.

After being on hold for 30 minutes, we got through to a human. He said the voicemail number was a premium number, so costs 25p to call & you can't use free minutes to call that number, also, the helpdesk number is also a premium number too, so that's 25p per minute to call as well. As we waited half an hour before we spoke to anyone, that would've been £7.50p just to speak to a human.

He said I'd have to put credit on the phone to access my voicemail. If I want to link the top-up card to my number, I'll have to ring the 25p per minute helpdesk again & that'll probably be £7.50.

So, I'd like to warn anyone who's thinking of moving to ASDA EE, that there are hidden charges that they've not disclosed in any way in the bumpf they sent me, or on their website.

While I was on the phone to the guy in the shop, I asked for the code number to move my number elsewhere, so that's what I'll do this afternoon. I'd advise anyone else to do the same to avoid these extortionate hidden costs.

Im_just_careful

While I'm not convinced that it correctly models the costs for Ovivo, the following is a very useful PAYG cost comparison site if you are thinking of moving from ASDA's mobile service.


http://paygdeal.co.uk/index.html

NFH

ThePhoenix wrote: »

also, the helpdesk number is also a premium number too, so that's 25p per minute to call as well.

If you dial 2732 from your ASDA SIM card, it will cost you a flat 25p, not 25p/min. If you dial 0845 412 2732 from any other line, it will cost you that network's charge for 0845 numbers.

In the case of dialling 2732, for calls under 3 minutes, the charge is higher than the basic rate of 8p/min. In the case of 0845 412 2732 from another line, the cost will usually be more than a basic rate call to an 01/02/03 number. Therefore both numbers will breach Regulation 41 of the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013 which takes effect from 13th June 2014. It is very silly of ASDA Mobile to implement a surcharged number so close to a ban being imposed on them. As a telecommunications company, they should be well aware of impending legislation affecting telephone numbers.

jhp

Calls to voicemail are 8p a minute and the website says your only be able to get advice if the store has a proper phone shop. Nothing about the guy in electrical who does the phones being able to help.

silverem69

ThePhoenix wrote: »

I've had some trouble with the new EE service provided by ASDA. I don't know if this is the right forum to use to warn others, but I guess if it's not, then someone will move this.

ASDA are moving to EE. After my new sim arrived, I put it in the phone, followed the instructions & was told my number would transfer automatically to the new sim in 2 days. It took 5 days to do this, but as they gave me 110 minutes, 2010 txt's for free, I thought OK, can't really complain, but I've been unable to use these minutes.

I've tried to set up & listen to my voicemail, but a voice says I don't have credit. I've tried ringing their helpdesk, but keep being cut off, so I looked on their website & it says there's someone in every asda store that can help, so I went to the local asda & spoke to their telephone guy there. He said he didn't have a clue, so called his supervisor. He didn't know anything either, so called the asda mobile helpdesk from the store phone.

After being on hold for 30 minutes, we got through to a human. He said the voicemail number was a premium number, so costs 25p to call & you can't use free minutes to call that number, also, the helpdesk number is also a premium number too, so that's 25p per minute to call as well. As we waited half an hour before we spoke to anyone, that would've been £7.50p just to speak to a human.

He said I'd have to put credit on the phone to access my voicemail. If I want to link the top-up card to my number, I'll have to ring the 25p per minute helpdesk again & that'll probably be £7.50.

So, I'd like to warn anyone who's thinking of moving to ASDA EE, that there are hidden charges that they've not disclosed in any way in the bumpf they sent me, or on their website.

While I was on the phone to the guy in the shop, I asked for the code number to move my number elsewhere, so that's what I'll do this afternoon. I'd advise anyone else to do the same to avoid these extortionate hidden costs.

Like numerous others I too am having trouble moving across to the new EE service. All I want is basic texts and calls but I have lost my old number service and only have a temporary sim with a few minutes. Have just phoned the helpline to be told nothing happens at weekends. Have been without service for about 36 hours so far.
I hope I am allowed to post the freephone number to Asda mobile helpline which is 0800 952 0393. I have just successfully used this and hung on for 18 minutes before speaking to an operator. If you want to access the number and other alternatives it is on "saynoto0870".

parrfam

I'm furious with Asda EE as I have just had my own Virgin mobile bill which is skyhigh due to ringing their helpline (over queries due to the change ie delays, new top-up info and setting up Blackberry etc.) for my young son. It was caused by waiting for them to deal with me and then being cut off and then being clueless as to the Blackberry set-up. I didn't realise that the number was being charged at a premium rate at all and, bearing in mind that I was only asking questions due to the poor changeover and lack of information as to when it was going to happen, I feel very let down, to put it mildly. I did want my son to keep his number and was concerned that he would be without a working mobile for days, hence the frustration and the desperate call to the helpline. He is an A' level student and needs to know if lessons are cancelled or travel arrangements disrupted. How should I go about complaining? I know that people will say, well, you should have checked out the cost of the calls beforehand, but I was lulled into a false sense of security having phoned the 'old' Asda mobile

geemus53

It's taken some days to change over to the new sim and restore my old number. I've had a terrible time getting through on their helpline, although on the one occasion I did get someone, he was very friendly and tried to help. I have tried to turn off my voice mail, I don't want it, but even though I am obeying the instructions, it still seems to be working. Anyhow, I was using Asda mobile purely to enter TV competitions on the high rate numbers, you know "Good Morning" and such (win £45k) by putting credit on the phone, but I'm at a loss as to how this can work with the bundle, and I don't seem to be able to register a card now I'm on EE. It allworked well before the change !!!I controlled the amount I spent. Also I wonder if anyone thinks this is a reasonable way to do it, or is Asda mobile the most expensive way to enter comps on high rate numbers ?