Furious United-Mobile customers (or ICQ)?

LBarouf · **Furious United-Mobile customers (or ICQ)? -** 04-01-2009, 05:21

Let's just say that I am *NOT* a happy camper lately with United-Mobile.

I travel extensively and the international prepaid service is a no brainer in my opinion. At first, in Europe I had nothing but good service.

But... lately, I have found that they no longer offer 24/7 support, when you call out of the standard EU business hours, tough luck, wait until their shift is back at work. A nice way of saying, we don't care if this means for you to call in the middle of the night from where you are now. Gee, I taught you were in the business to cater people traveling around the world pfff....

I understand they being an MVNO means getting the service from either FL1 or Jersey Telecom, but since they have their own HLR, can't they figure out when a call has been successfully placed or not? I am trying to get them to refund calls that never went through but that their billing system won't take out. be careful, check all you call logs if you use these guys, especially, if you're in a country not known for their good quality phone lines...service may be worst with United Mobile. I'm not considering using only local providers.

That, and on top of their ever changing fees. +44 vs +423 and if you had data or not, and when you subscribed to the data package (prior to Oct 2008 and after are charged differently!).

Data option... well, I paid the 3 euro to "upgrade" my service so I can attach in packet switch to the networks (get data service in other words), but to no avail. Every time I try, it says I'm not subscribed to the service. 2 months after I placed a call during their business hours, spoke with customer service, still not resolved! I am really pissed at this poor customer service who can't keep you updated an iota.

Anyone else having such a hard time?

-A disgrunted user warning the others (because I'm moving away from their service).

**AndreA** · **Incoming calls, 0.19 € fee -** 05-01-2009, 10:35

Quote:

Originally Posted by LBarouf

Anyone else having such a hard time?

The new price plan is horrible for everyone: http://www.united-mobile.com/downloa...m_rates_44.pdf

Zone 1 ROAMING FREE*
Zone 2 ROAMING FREE*

*Call set up rate for all calls (one time) EUR 0.19

snaimon · **What is the definition of FREE? -** 05-01-2009, 13:14

Quote:

Originally Posted by AndreA

.....................

Zone 1 ROAMING FREE*
Zone 2 ROAMING FREE*

*Call set up rate for all calls (one time) EUR 0.19

Don't you EU-folks have "truth in advertising laws"? I suppose one could make the case the truth in advertising is an oxymoron (self-contradictory).

My suggestion would be to replace the word FREE with the "fine print".

Stan

**AndreA** · 05-01-2009, 13:18

Quote:

Originally Posted by snaimon

Don't you EU-folks have "truth in advertising laws"?

Yes, but United Mobile is a swiss company* using numbers from Liechtenstein and Jersey.

Well, Switzerland, Jersey and Liechtenstein are not EU.

* United Mobile AG
Kloten Branch
Obstgartenstrasse 27
CH-8302 Kloten

snaimon · 05-01-2009, 13:48

Quote:

Originally Posted by AndreA

Well, Switzerland, Jersey and Liechtenstein are not EU.

I stand corrected on EU membership, but the PRINCIPLE is the same. They (UM) sell their goods & services to EU citizens. And don't CH or FL have similar laws?

I believe the EU filed (an won) a lawsuit or LAWSUITS against Micro$oft, a US-based company. TRUE, not for deceptive advertising.

If enough customers make enough noise, I would think the EU would have some jurisdiction with UM.

Admit I am not a lawyer.

Stan

**AndreA** · 05-01-2009, 13:52

Quote:

Originally Posted by snaimon

I stand corrected on EU membership, but the PRINCIPLE is the same. They (UM) sell their goods & services to EU citizens. And don't CH or FL have similar laws?

Switzerland has this Authority -> Swiss Competition Commission

It's a interesting thing, but pay attention that the actual "EU international tarif" between Switzerland and most of european operators (3ITA is excluded, for example) is not really bilateral. In fact swiss operators and EU's ones have an agreement "sua sponte", not by law.

So I think that only a swiss citizen can contact the national Authority about the UM's prices.

Nokia1610 · 05-01-2009, 13:58

Beside the increase of outgoing calls and the relocation of many countries, we have now this setup-fee for incoming calls, even in zone1&2, which should be the so-called "roaming-free" zones.

I don't know exactly what they mean at UM with "free", but surely I haven't bought an international sim to pay every received call. If so, I prefer my national number.

My UM+ will stay in its box and will pay just one sms every 9 months, until the credit is over, or until UM managers understand their awful mistakes...let's see which comes first!

**AndreA** · 05-01-2009, 14:01

Quote:

Originally Posted by Nokia1610

I don't know exactly what they mean at UM with "free"

Hope that Swiss Competition Commission can help us

Nokia1610 · 05-01-2009, 14:07

In the meantime, we can avoid using UM sims and maybe write some e-mail to express our disappointment...the best way would be a MNP, but with international numbers that's impossible!

bbob · 05-01-2009, 15:20

Calls to other destinations are rated with 10€/min. — Note: f means fi xline. m means mobile (wireless. cellular) — *Call set up rate for all calls (one time)
EUR 0.19 — Billing increments are 60 seconds. Prices are subject to change without prior notice — All Information is subject to errors and tariff changes.

The incoming call charge does indeed apply, just checked it on my +44 number
Balance before call was 12,26 after making a 5 seconds call balance was 11,88
I received the call in belgium, cost 19 cent per minute, call setup 19 cents, total 38 cents. Balance after call 11,88

I also tried it using my +423 number which has a balance of just 45 cents. Made 2 short calls and balance remains the same. so it looks like only the +44 number has the incoming call cost.

This will surely cost UM lots of customers as 19 cents setup cost is a lot. Research has shown that many cellphone calls last only 1 or 2 minutes. 19 cents for setup cost will add a lot to you costprice.

I am only thinking what might be the reason for this.

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	(#1 (permalink))
LBarouf (Offline) Junior Member Amateur Member Posts: 29 Join Date: 04 Jan 2009 Country:	Furious United-Mobile customers (or ICQ)? - 04-01-2009, 05:21 Let's just say that I am NOT a happy camper lately with United-Mobile. I travel extensively and the international prepaid service is a no brainer in my opinion. At first, in Europe I had nothing but good service. But... lately, I have found that they no longer offer 24/7 support, when you call out of the standard EU business hours, tough luck, wait until their shift is back at work. A nice way of saying, we don't care if this means for you to call in the middle of the night from where you are now. Gee, I taught you were in the business to cater people traveling around the world pfff.... I understand they being an MVNO means getting the service from either FL1 or Jersey Telecom, but since they have their own HLR, can't they figure out when a call has been successfully placed or not? I am trying to get them to refund calls that never went through but that their billing system won't take out. be careful, check all you call logs if you use these guys, especially, if you're in a country not known for their good quality phone lines...service may be worst with United Mobile. I'm not considering using only local providers. That, and on top of their ever changing fees. +44 vs +423 and if you had data or not, and when you subscribed to the data package (prior to Oct 2008 and after are charged differently!). Data option... well, I paid the 3 euro to "upgrade" my service so I can attach in packet switch to the networks (get data service in other words), but to no avail. Every time I try, it says I'm not subscribed to the service. 2 months after I placed a call during their business hours, spoke with customer service, still not resolved! I am really pissed at this poor customer service who can't keep you updated an iota. Anyone else having such a hard time? -A disgrunted user warning the others (because I'm moving away from their service).

	(#7 (permalink))
Nokia1610 (Offline) Member Official Member Posts: 31 Join Date: 05 Aug 2007 Location: Milan Country:	05-01-2009, 13:58 Beside the increase of outgoing calls and the relocation of many countries, we have now this setup-fee for incoming calls, even in zone1&2, which should be the so-called "roaming-free" zones. I don't know exactly what they mean at UM with "free", but surely I haven't bought an international sim to pay every received call. If so, I prefer my national number. My UM+ will stay in its box and will pay just one sms every 9 months, until the credit is over, or until UM managers understand their awful mistakes...let's see which comes first!

	(#9 (permalink))
Nokia1610 (Offline) Member Official Member Posts: 31 Join Date: 05 Aug 2007 Location: Milan Country:	05-01-2009, 14:07 In the meantime, we can avoid using UM sims and maybe write some e-mail to express our disappointment...the best way would be a MNP, but with international numbers that's impossible!

	(#10 (permalink))
bbob (Offline) Senior Member Prepaid Expert Posts: 491 Join Date: 20 Feb 2007 Country:	05-01-2009, 15:20 Calls to other destinations are rated with 10€/min. — Note: f means fi xline. m means mobile (wireless. cellular) — *Call set up rate for all calls (one time) EUR 0.19 — Billing increments are 60 seconds. Prices are subject to change without prior notice — All Information is subject to errors and tariff changes. The incoming call charge does indeed apply, just checked it on my +44 number Balance before call was 12,26 after making a 5 seconds call balance was 11,88 I received the call in belgium, cost 19 cent per minute, call setup 19 cents, total 38 cents. Balance after call 11,88 I also tried it using my +423 number which has a balance of just 45 cents. Made 2 short calls and balance remains the same. so it looks like only the +44 number has the incoming call cost. This will surely cost UM lots of customers as 19 cents setup cost is a lot. Research has shown that many cellphone calls last only 1 or 2 minutes. 19 cents for setup cost will add a lot to you costprice. I am only thinking what might be the reason for this.