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?
Can I use t mobile in my na7 whatsapp v11.95 please help
tidbits wrote:
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.WhatsApp does not switch calls over to the phone line. It might use cellular data if the WiFi is not good, but that is not a reason for the carriers to charge per minute fee for data usage for which they already charge, either based on limited gigabytes or unlimited data plans.
BRM wrote:
tidbits wrote:
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.WhatsApp does not switch calls over to the phone line. It might use cellular data if the WiFi is not good, but that is not a reason for the carriers to charge per minute fee for data usage for which they already charge, either based on limited gigabytes or unlimited data plans.
It uses an API which uses your DIALER to initiate the call. That IS the problem. It doesn't actually use it's own dialer. What happens when WIFI fails there is a chance it'll use the actual landline instead of mobile data. That's why I say their app is trash. They've know why and how it happens but they haven't changed it. To ensure it doesn't hand off to cellular you put your phone on airplane and turn wifi on. If the calls fails that was a chance you could have had it hand off incorrectly.
I have been with T-Mobile for a few months now & before I was with Boost Mobile. Never had an issue with in-going/outgoing calls with Argentina that were made every day. I had my phone connected to my wifi every time. Now that I am with T-Mobile, there are these high International calls. I think it wasn't a good idea to switch. Next year I'll be switching back to Boost, once I finish with this phone's lease.
Think it’s time people start talking to lawyers
About 6 months back I faced exactly the same issue that Bertrand has faced and T-mobile charged me $385 for 3 whatsapp calls made over wifi even though I had bought a $100 international pass that allowed me to make unlimited no. of international calls. I fought this issue tooth and nail with T-mobile customer service and they eventually waived off around 50 bucks. I ended up paying as dealing with Tmobile customer service is a massive pain. However, after going through multiple forums it is clear that this is a scam being perpetuated by Tmobile. If it is a known issue with whatsapp then it is incumbent on Tmobile to warn their customers before they make wifi calls when traveling internationally. This is a Class Action Lawsuit waiting to happen. I am travelling again this week and have again bought an international pass. If I get charged again this time for a whatsapp call then maybe its time to contact my attorney
https://community.verizon.com/t5/Samsung/Exhorbitant-bill/m-p/1216709
a bit of a funny comment in the above thread...
right along the lines of what @Cali Cat y @tidbits kept saying on page one in here.
This exactly same problem is happening with me now! Same customer service answer, they said that should need to put a block on my line, since the calls from whatsapp that is not made using wifi sometimes are made by line and not data lol I received a text message right after to finish a facetime video call to Brazil, and a bunch of calls in my bill of 1min each that was made using whatsapp (on this time the person was visiting US lol), charging me another 50 dollars this month, also charged 4 times of $15 for Stateside Intl Talk w/MOB that was supposed to cover costs for international calls lol even the customer service agent knows what was happening lol very nice service tho! :/ What T-mobile has to say about it????
Class action lawsuit incoming
