Forum Discussion
Why is T-mobile charging for WhatsApp international video calls?
I have been noticing increases on my monthly bill lately and called in to verify. The agent told me the extra charge is due to an international call. But guess what: I have been calling my country for years using WhatsApp Video Call and I have never been charged, since I have unlimited data. When I google the question I realize I'm not the only one who has this problem with T-Mobile. On my first call to the billing department the agent told me that international phone calls made through WhatsApp can be charged; she issued a one time courtesy refund to my account though. Then I spoke to a second agent and then a third agent, who both blamed WhatsApp for the issue. Here is what What'sApp says on google about this known issue:
"WhatsApp uses your phone's cellular connection or Wi-Fi network to send and receive messages and calls to your family and friends. As long as you haven't exceeded your mobile data allowance or you're connected to a free Wi-Fi network, your mobile provider shouldn't charge you for messaging or calling over WhatsApp"
I I've been with TMobile for about 15 years, but this issue made me consider taking my business elsewhere, since I video call Brazil everyday using What'sApp. I was offered to have put a block on international calls on my account what I will not do since I must be able to call abroad in case of an emergency. So, in other words they may keep charging me and keep blaming WhatsApp for that. Thanks God they are not the only cellular company over there!
Oh! So the problem is WhatsApp and it does not happen with similar apps, wright? Nope, it's wrong. It happens with Apple FaceTime also. Look at the complaints, see the attachments. And if this problem really happens because of the apps, what I doubt, WHY DON'T T-MOIBLE ADVERTISE A SOLUTION FOR THIS ISSUE AND STOP CHARGING CUSTOMERS THAT FREQUENTLY CALL ABROAD USING WHATSAPP VIDEO OR I-PHONE FACETIME?
It became a HE SAYS SHE SAYS thing. The solution is all over the Internet: pushing airplane mode and only using a WI-FI connection before making the call. So how come T-mobile doesn't widely display a solution for this, since I realize now it's such a widespread problem? Is T-mobile really interested in not charging the customer for international calls made via WhatsApp? What if I don't have a Wi-Fi spot available when I need to make an international call via WhatsApp? The situation in the market today is that there is a lot of competition out there. We don't need T-Mobile, T-Mobile needs us. These attachments are from Google!
It's NOT the carriers. It's how whatsapp handles calls. If the handoff fails it'll go through cellular instead of OIP. To ensure you don't go over cellular turn off cellular before you make the call. This happens to ALL carriers around the world not just in the USA.
Carriers can't prompt switching because it's NOT their choice to switch you over it's whatsapp. Also FCC got rid of those prompt calls unless you are calling collect or it's a party line last I remember.
It has gotten worse the past few years since Facebook or Meta if you will took over Whatsapp.Hi Mike, I shopped around and found a better deal with AT&T, getting more than I'm getting with T-Mobile and paying less. However AT&T has received some complaints like ours. Or I can pay a little more and go to Verizon, which is a better company in every aspect. I'm waiting on my next bills, if I see even a small increase due to this shady practice that they blame on WhatsApp, I'm out for good. I'm not even telling T-mobile because they can make it difficult for you to port your number to the other company. Just start the service elsewhere and as soon as your number starts working on the other company you may call T-mobile for a last Good Bye!
Me too, got charged $80+ during travel to Colombia, even I purchased 30 days international passes for both lines I have . The support manager promised a partial refund $12 for a clear wrong charge during the time I had the international pass ($100 for 2 month)
But still remains $78 un-recovered, because a WhatsApp call from US in last day of returning home, charged outrageous $3/ min!
Agent and supervisor similar blamed WhatsApp connection drop and switched to T-Mobile direct call network, where I have unlimited data and WIFI calling!
Of course, WhatsApp claims No charge on any WIFI calls
Just to mention: WhatsApp drops could be very well caused by T-Mobile data/WIFI Call problem , not WhatsApp server
I understand the technical issue but T-Mobile should prompt at switching, if this is the case, a message to the customer, that will be a $3 /min charge if continue talking (just like Google Voice announce 1c/min for using their service)
T-Mobile fix this issue, before losing customers
Hi Sylvia, you can go to every cell phone forum out there and tell your story. A lot of people check on these forums before choosing a cell phone carrier. On this actual competitive market, reviews, good and bad, are everything!
I just had the same problem and the agent blamed it on WhatsApp. I have been using WhatsApp for international calls for 10+ years and never had this issue. The agent said that when there is a problem with connectivity WhatsApp changes it to a direct call and uses their network, which I don't get! Last year I put a block on all international calls and the agent confirmed that this is still active. Clearly it is pointless since they are still able to switch my WhatsApp call to normal just to charge the clients extra.
I am very disappointed by this and clearly it is a recurring problem!
I found online that a t-mobile customer with the same issue, in 2016, was informed by T-Mobile that when T-mobile realizes there is an issue with the connectivity of the WhatsApp call, T-Mobile itself changes from data call to a regular call, and then charges the customer. Take a look on the attached screen shot.
If you are using cellular data for WhatsApp, that may be what's triggering international phone calls. If you are using wifi, then there shouldn't be any charges since you are not using any data on the TMobile network. You can also try disabling international phone calls.
I believe all cellular carriers in the US have some cases of billing for WhatsApp and other VOIP apps for international calls.
