Hey @Kourosh86
Welcome to the community!
I'm sorry to hear you've had a larger bill than expected. No one likes this.
Using Facetime while you're in Canada shouldn't charge you anything if you're using your data plan or Wi-fi. Making international calls will trigger internations long distance charges though.
You're welcome to contact us if you need help or have any questions.
Hello Anonymous,
I replied to your other post here. I understand you did not intend on making the long-distance call. However, if the call is on the system, your phone did make the call. Mobile providers do not know what settings or apps a customer may be using. They only know usage over their networks. In addition, they cannot switch a FaceTime call to one over the networks. As mentioned below, Apple has changed the FaceTime interface which has inadvertently cause some calls to be made over the cellular networks rather than data or Wifi.
As mentioned in my reply to your other post, in order to prevent unintended long-distance calls in the future, you might consider enabling Airplane or Flight mode on the device prior to making FaceTime calls. You could manually enable Wifi to connect the calls. Doing so should prevent the phone from connecting to the networks and therefore prevent unwanted long-distance calls.
Hope this helps 😀
Cheers
Hello AndreCeralbo,
Welcome to the community!
Generally, FaceTime does use data and/or Wifi. Apparently, Apple might have changed the FaceTime interface which may inadvertently caused some calls to connect via the cellular networks rather than data or Wifi (see here and here). Is it possible that you might have connected those calls before the FaceTime feature fully loaded?
Hope this helps 😀
Cheers
Hey AndreCeralbo,
Welcome to our community!
That's quite strange as you shouldn't be charged when using FaceTime. The service is exclusive to Apple and should only use your WiFi connection, no charges apply from carriers.
How exactly did you place the FaceTime call?
Did you place the video call through a third party app like WhatsApp for example?
Or is it possible that you placed a WiFi Call instead of a FaceTime call? If you used WiFi calling, it could explain the charge as international long distance charges can apply. You can learn more about this service here.
Keep us posted.
Hey @AndreCeralbo! Philippe here.
I'm sad to read about your situation. Nobody likes to receive an unexpectedly large bill!
That said, if the calls was routed through our network, then the charges would apply. I suggest you contact us here to confirm that or you can also request a PM for assistance.
Hello again,
I understand the frustration. However, as FidoAnthonyZ mentioned, the mobile providers would only charge for services if the calls were sent via the mobile networks. It would be your phone which determines whether the calls use FaceTime or cellular networks for voice calls. If it is a glitch or a limitation in FaceTime, you might consider reaching out to Apple.
Also as FidoAnthonyZ mentioned, might consider ensuring your phone is not connected to the mobile networks prior to making FaceTime calls. You could enable Airplane or Flight mode and then manually enable Wifi. That should prevent the phone from connecting to the cellular networks. I understand this workaround may not be ideal. However, the mobile providers do not decide which calls go over their networks. That determination is made by the phone. They merely connect calls which the phone request to be made. Not connecting to the networks (ie Airplane or Flight mode) should prevent that from happening.
Hope this helps 😀
Cheers
You would have to make sure that you're only connected to your Wi-Fi before making a call using Facetime in order to avoid any charges. Our network wouldn't detect the call if it was placed over Wi-Fi.