Additional costs charged for calling within Europe

Misa · 2024-04-12T09:34:30+00:00

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Misa

Hi there, I have a question: Yesterday I upgraded my subscription from Up Mobile L to Up Mobile XL. Frequently I call to The Netherlands over internet, but there is one exception and that is my old mother. She only has a simple cell phone (for elder people) which does not facilitate internet calling. So I call from my cell phone in Switzerland via the network to a cell phone in The Netherlands. According to the product detail sheet for Up Mobile XL International calls are “Unlimited and free from Switzerland to European countries”. However when I looked at the Unbillled Costs Details for this month, it states that I was charged 30 CHF for a 24 min. call. And 1,20 CHF for every unanswered call to my mother’s cell phone. How is this possible?

Sunrise_Team

Thank you very much for your message.

We can see that the subscription has been activated on April 10. The billed calls were made in March.

Greetings
Helena

Misa

Dear Helena,

Thank you very much for your reply. Yes, it is correct that the subscription has been activated on April 10. However, if I look in the Sunrise app under the tab ‘ Extra charges on upcoming bills’ and look at the details it clearly says 30,- CHF for a 24 minute call to the Netherlands. This call was made hours after the Up Mobile XL subscription was activated.

Looking forward to hear from you. Thank you again.

Greetings
Mischa