Commsrisk

Both Vodafone UK and EE have fallen behind schedule with technical changes needed to reintroduce charges for roaming in the EU.

EE’s platform allows other businesses to check if a customer’s SIM has been replaced, or whether their calls are being diverted.

Customers complained via social media about receiving 50 or 60 calls from slightly different originating numbers within African ranges.

We must remember mistakes to learn from them, but charging errors by Virgin Media and EE show our industry is forgetful.

A national advisory body did research showing how customers continue to pay for handset-inclusive deals even if they neglect to change their phone.

EE overcharged 40,000 customers, and were slow to reimburse them. The issues identified show how flawed the UK’s billing accuracy regime is.