Hello again,
No, I am not saying that you don't understand the difference between calling directly and calling through internet-based apps. You are making the calls through WhatsApp, but the app is switching the calls to mobile minutes.
You are free to believe what you want. However, there is ample evidence to suggest that WhatsApp has been switching calls to mobile minutes if it deems the internet connection insufficient.
Cheers
Hello again,
@Mahiii00 wrote:
...it's Fido's mistake not mine but I payed for it!!!.....
You seem to have missed the part where it's happened with multiple different providers. Not only has it happened with different providers, those ones mentioned the links provided were from the US -- T-Mobile, Verizon, and AT&T. Their inclusion was intentional. So, it's not even a Canadian provider issue.
The same issue is happening over multiple providers with one commonality -- WhatsApp. Your claim of it being Fido's mistake seems less likely if it's been happening across Countries. Are all providers making the same mistake??? As also mentioned, phone companies cannot divert calls from within apps to cellular calls. If WhatsApp directed the call as data, the mobile providers would not even have known you were making calls. The app chose to make the call using cellular minutes.
@Mahiii00 wrote:
...as far as I know what's app just uses wifi data or cellular data!!...
I understand many people believe that is the case. In fact, that is what WhatsApp advertises. However, you have been provided with multiple sources suggesting WhatsApp will switch to mobile minutes if it deems the internet connection to be insufficient. That is an issue with the app, not the mobile providers. One source goes as far as stating it is a well known WhatsApp bug.
@Mahiii00 wrote:
...So I have every right to not accept it !
Unfortunately, that is not necessarily the case. The calls were logged on the system as long-distance calls. Customers are responsible for any and all usage made on their SIM -- even if that usage was not intended.
@Mahiii00 wrote:
... Explain to people at first!...
The mobile providers only know usage. They have no control over what apps customers choose to use on their devices. In addition, they have no control over how a particular app chooses to use data or mobile minutes. They cannot possibly be expected to offer explanations of how apps work.
As mentioned, you should note these forums are community-driven and not intended as a venue for customer services. If you would like to further discuss those charges, you would need to re-contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
Hope this helps 😀
Cheers
Hello again,
@Mahiii00 wrote:
....if you mean somehow the app switched from wifi net to cellular data, even though with cellular data the charge should be on the usage of data not listed under direct international call!...
No, I am not referring switching to cellular data.
@Cawtau wrote
...it appears as though the app will automatically switch to using mobile airtime minutes (within the app) if it deems the internet connection is insufficient for voice calls...
I understand you might not believe there is any merit to what I have noted. However, the available evidence suggests WhatsApp is directing the calls as cellular minutes if it deems the connection insufficient. Have you had a chance to view any of those links provided in my other post? Have you viewed the image posted in that reply? Voice network; not cellular data. Hence, the long-distance charges for the calls.
**edit** I understand you might think your Wifi connection is working fine. However, if WhatsApp did switch to using mobile airtime minutes, the app did not deem it to be sufficient.**
Cheers
Hey @Mahiii00,
Welcome to the community.
I'm sorry to hear that you're being charged for services you don't believe are valid.
We'll be more than happy to look into it with you.
Sending you a PM here so we can get started!
Hello ,
I replied to your other post here. Sorry to hear you've incurred unexpected charges. Unfortunately, I don't think they would be false charges. I understand you may have been using your home Wifi. However, as explained in my other reply, the issue appears to be related to the app and the quality of your Wifi.
If WhatsApp had diverted those calls to the mobile minutes because the internet connection was not sufficient, those calls would actually have been made and incur long-distance charges. Have you had a chance to view the details of your bill? You can do so via your My Account --> View & Manage bill. From your Bill overview, you can View and/or Save a PDF copy of your bill. Alternatively, you should be able to view additional charges online through the Usage summary. The calls associated with those charges should be listed in your detailed billing.
Unfortunately, if the calls are on the system, the charges would be valid.
Hope this helps 😀
Cheers
