Argument re Three in Touch from abroad

Joncotton

I've just returned from a holiday in Jamaica to a £50 charge for making a call back to the UK.

I made that call using the Three in Touch app while in an area with no mobile coverage at all. The phone was connected to wifi.

I contested this charge on the basis that high roaming call charges are only justifiable on the basis of the involvement of third party networks who need to be paid.

In a situation like this where there is no third party mobile network involved (it's just a VOIP call back to Three's servers, or so I presume), Three's third party costs are zero and so it should be treated like any other call I make with Three in Touch while in the UK (I.e. come out of my normal allowance). I cited the principle of reasonableness as successfully upheld in various actions against banks for unjustifiable/unreasonable arbitrary charges in the last few years.

Three customer services and their complaints department both claim that third party (Jamaican) mobile networks ARE involved in the call if I make a wifi call from Jamaica in an area with no mobile coverage at all, and so they still get charged by the foreign network. This sounds bogus to me - for starters how would it know which Jamaican network to pay if I'm not connected to any (no signal..).

Does anyone know how three in touch works? Does it dial Three's own servers directly, regardless of where it is?

Any technical info appreciated.

Jon

redux

I agree with you.

It is possible that the wifi is provided by the same company as one or other of the mobile networks, but that still shouldn't make their assertion valid.

Edit: however I've just read some of their description of the service

http://support.three.co.uk/SRVS/CGI-BIN/WEBISAPI.DLL?Command=New,Kb=Mobile,Ts=Mobile,T=Article,varset_cat=internetapps,varset_subcat=3585,Case=obj(13306)

Though there are one or two self I contradictions, it does say that it doesn't work from abroad. So presumably the app dumped the call on to the main mobile network.

Or that is their assumption, whereas you say no mobile coverage where you were.

I think you need to base your argument on the fact there is some ambiguity. The app description in Play Store has no mention or implication of either UK only or no foreign use, or any advice to read the Three website for more info.

I haven't installed or run it though, so I don't know what it says in there.

Joncotton

Thanks for the thoughts. The link you posted appears to be broken though - possible to check?

redux

Very odd. I can't edit that link to correct it. Basically MSE forum is removing the last round bracket.

Edit: it's also inserting 3 or 4 spaces in the word Article in the middle

Maybe you can copy the link, add ), remove the spaces (or %20s), and reach it ok. If not Google search Three in touch, and I see it as the second link result down, after the install button at the top.

System

They should be able to provide the network used (at the very least).

One issue would be that 3 intouch app also allows VoLTE (4G calling) in certain hansets - could this be a possibility?

Joncotton

Nope I was literally in the middle of mountains with 'no service' showing on the handset. Anyway they've refunded me £50 of the £74 total charges for the calls - and I've learnt a lesson the hard way: Don't use Intouch abroad! (grrr..)

System

Joncotton wrote: »

Nope I was literally in the middle of mountains with 'no service' showing on the handset. Anyway they've refunded me £50 of the £74 total charges for the calls - and I've learnt a lesson the hard way: Don't use Intouch abroad! (grrr..)

I would accept the £50 and still take them to the ombudsman.
There is nothing to be lost.

I should have been clearer regarding VoLTE (4G) issue.

It's possible that 3UK have seen the foreign IP address and just assumed its a VoLTE call. This would chargeable whilst a VoIP using Wifi shouldn't be and they both use the same app.