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Old 01.01.2011, 15:23
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Tesco mobile billing problem

Has anybody else had an issue with Tesco mobile billing? That is being charged for region 2 calling when the calls were clearly made from region 1.

Before leaving the UK I was told that Switzerland was Region 1 & on their website it is clearly marked as being in Region 1.
See below for details:

http://www.tesco.com/mobilenetwork/roaming.aspx?page=60


When I came to make & receive some calls in Zurich, I have been advised by their bill that these will be charged as a Region 2 call. So I have been charged approx.
40 for roaming calls that should have cost 10. When I politely queried this I was first offered a 20 credit, which I refused as I want a full credit for calls made / received. Now Tesco are saying that they received notifiction that the calls were made from region 2 & therefore that's what I have been charged; they therefore cannot change the bill.

This is clearly an error on Tesco's part but they are saying that there is nothing that can be done. All the countries surrounding the Sunrise network, as that's the network I am on in Switzerland, are region 1 so why on earth would Sunrise be reporting calls as Region 2? I am very confused. Can somebody please explain so that I can write a better lettter of complaint to Tesco. My contract is with them, yet in this instance they are saying that they are bound by what the mobile operator, in this case Sunrise, is telling them. This is wrong as I am clearly in a region 1 area but what piece of legislation can I quote to get them to offer me a full credit? I know it's only
30 but in this case it's more about the principle.

Thanks in advance.

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Old 01.01.2011, 15:39
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Re: Tesco mobile billing problem

Your link refers to the Sunrise network only for Switzerland. Upon selecting Germany the Tesco website lists all four German mobile operators. I am not familiar with the Tesco mobile offering, but maybe you have accidentally used another Swiss mobile operator like Swisscom (maybe due to poorer Sunrise coverage) ? Such 'national roaming' can result in higher charges.
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Old 01.01.2011, 15:45
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Re: Tesco mobile billing problem

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Has anybody else had an issue with Tesco mobile billing? That is being charged for region 2 calling when the calls were clearly made from region 1.

Before leaving the UK I was told that Switzerland was Region 1 & on their website it is clearly marked as being in Region 1.
See below for details:

http://www.tesco.com/mobilenetwork/roaming.aspx?page=60


When I came to make & receive some calls in Zurich, I have been advised by their bill that these will be charged as a Region 2 call. So I have been charged approx.
40 for roaming calls that should have cost 10. When I politely queried this I was first offered a 20 credit, which I refused as I want a full credit for calls made / received. Now Tesco are saying that they received notifiction that the calls were made from region 2 & therefore that's what I have been charged; they therefore cannot change the bill.

This is clearly an error on Tesco's part but they are saying that there is nothing that can be done. All the countries surrounding the Sunrise network, as that's the network I am on in Switzerland, are region 1 so why on earth would Sunrise be reporting calls as Region 2? I am very confused. Can somebody please explain so that I can write a better lettter of complaint to Tesco. My contract is with them, yet in this instance they are saying that they are bound by what the mobile operator, in this case Sunrise, is telling them. This is wrong as I am clearly in a region 1 area but what piece of legislation can I quote to get them to offer me a full credit? I know it's only
30 but in this case it's more about the principle.

Thanks in advance.


If their web site shows Switzerland as region one, and your bill shows calls from Switzerland, you have a case. Keep persisting with them, escalate etc. Send a registered letter and an email. Give them 14 days to rectify the matter and then inform them that you are going to open a case in the small claims court. If you have proof of their offer of a credit/refund, this is admitting liability on their part, try to get this in writing/email.
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Old 02.01.2011, 22:26
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Re: Tesco mobile billing problem

Thanks Upthehatters200 for your support By the way, I was locked to the Sunrise network for the calls so I don't understand how I could have been charged a different rate.

After a few more e-mails between myself & Tesco support they have agreed to offer me a full credit for the calls. They have not explained why this was happening but it suggests to me that something their end is or was broken!

Anyway, if you are on the Tesco network I would suggest looking at your roaming charges carefully to make sure you are being correctly charged.
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