Disconnected in Australia

disconnectedinaustralia · 2023-02-14T09:34:52+00:00

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disconnectedinaustralia

I’m a UPC client. Customer number: 3488155… I’m in Australia which is covered with my contract but I receive messages that I have reached my cost limit. I can’t even call support… calls are interrupted after some time, usually after my details have been verified. UPC tells me I can get in touch via Twitter or Facebook. No reply for days. What can I do?

Daniele_Sunrise

disconnectedinaustralia Welcome to the community!

There are several possibilities, which you can test as a solution:
1. solution
Log in to MyUPC and set the roaming limit higher. You can do this via another cell phone that still has internet access or via hotspot WIFI of a café. This has the consequence that your cell phone bill can be high when you are back.

2nd solution
Activate WIFI Calling on your device and connect to an existing WIFI. You can then make calls via WIFI.

Greetings
Daniele

disconnectedinaustralia

Daniele_Sunrise are you a Sunrise official. Can you please confirm all cals and internet usage are included in my contract. I’m a UPC client. Customer number: 3488155 I’ve been told it’s the case. But it seems I still get charged.

Daniele_Sunrise

disconnectedinaustralia Yes I work for Sunrise. Australia is not in the EU and therefore nothing is included with the UPC Mobile subscription. There are also no data or voice packages for Australia.

You are welcome to increase your roaming limit as described. The prices are these:

Greetings
Daniele

disconnectedinaustralia

From your website: Wi-Fi calling can only be used on Wi-Fi networks within Switzerland.

Calls abroad are always made via roaming and will be charged accordingly.

disconnectedinaustralia

I feel trapped and no one at your company seems to care.

disconnectedinaustralia

Can you please arrange for someone to call me. This is unacceptable!

disconnectedinaustralia

I’ve been calling twice and beside US and Canada I’ve been told that Australia and New Zealand is part of the package. Checking zones I can also see that all of those countries including the EU are in the same zone.

disconnectedinaustralia

If thats not the case you should hire the right people for your hotline I’ve been checking before I left to Australia. what kind of customer service is this. On top of no one reacts to request to you so called support channels on Twitter and Facebook. I even tried Instagram. I will for sure find a new company after this debacle.