topic Re: Data roaming in EU with subscription pack in Mobile Data

Data roaming in EU with subscription pack

haru99 — Tue, 20 Jun 2023 12:46:43 GMT

Hi there,

I purchased £15 subscription pack with 25GB of data on 19th of June before coming to Italy. I just arrived in Rome this morning but since then I don't have any internet at all, although I got a text message from 150 stating that I can use my pack in the EU at no extra cost. I have a monthly subscription contract so I am wondering why this is occuring.

How can I resolve this issue? I'd like to have internet asap.

Re: Data roaming in EU with subscription pack

Christopher_G — Tue, 20 Jun 2023 14:53:47 GMT

Hi @haru99

Welcome to the community.

What kind of phone do you have? Is data roaming switched on within your phone settings?

Have you tried manually connecting to a different Italian network?

Chris

Re: Data roaming in EU with subscription pack

haru99 — Wed, 21 Jun 2023 07:27:39 GMT

Hi Chris,

I use iPhone.
Data roaming is on and I’ve connected to multiple Italian networks manually, but none of them worked.

I’ve turned on and off my phone for a couple of times but there’s no improvement.

Re: Data roaming in EU with subscription pack

Leanne_T — Wed, 21 Jun 2023 09:14:44 GMT

Hi @haru99

Thanks for coming back to us.

Can you make calls and send texts?

Leanne.

Re: Data roaming in EU with subscription pack

haru99 — Wed, 21 Jun 2023 15:38:48 GMT

Hi Leanne,

No, as I mentioned I have no internet so I can’t send texts, call nor use data.

i really need to resolve this issues asap. If this keeps happening I’d have to end my contract with ee.

Re: Data roaming in EU with subscription pack

Christopher_G — Wed, 21 Jun 2023 17:20:01 GMT

OK, thanks @haru99

I think the best thing to do is contact our Mobile Care team through a VoIP service, such as Skype.

Hopefully they can help you get connected.

Chris

Re: Data roaming in EU with subscription pack

haru99 — Thu, 22 Jun 2023 07:39:25 GMT

Hi Chris,

I tried to call your broadband support team via Skype, but it still charges me to make a phone call so I couldn’t reach out to them.
Is there any alternative ways to resolve this issue?

This has been pretty frustrating for last couple of days.

Re: Data roaming in EU with subscription pack

James_B — Thu, 22 Jun 2023 09:51:53 GMT

Hi @haru99,

Are you able to reach out to our social media team on Facebook or Twitter?

They'll be able to access your account and take a look at your roaming settings.

James

Re: Data roaming in EU with subscription pack

radulfb — Wed, 13 Dec 2023 10:28:05 GMT

Pretty sure I'm in a similar situation... This is what I think is going on....

TEXT from EE in UK
"Your £20 Pack has renewed giving you unlimited minutes, unlimited texts and 30GB to use in the UK & EU for up to 30 days, with a Free Boost of 1.95GB and £20.00 has come out of your credit.

This will automatically renew on 05/01 as long as you have £20.00 credit. To keep track of your usage go to (website) or reply AL"

I arrive in EU

TEXT from EE

"To use data on your phone, you'll need an add-on or pack. Click here to buy...... (website)"

So I have 'access to 30GB to use in UK and EU, but if I want to use this data in the EU, I need to get a roaming ADD on!?!?!?

Wow! This may be the sneakiest most misleading thing I've seen from a phone provider.

£20 a month and I can't use my phone abroad, absolute rip off!

Re: Data roaming in EU with subscription pack

Leanne_T — Wed, 13 Dec 2023 12:37:09 GMT

Hi @radulfb

You can find full details in our Pay As You Go charges for roaming in the EU, Help page.

Leanne.

Re: Data roaming in EU with subscription pack

radulfb — Wed, 13 Dec 2023 13:53:53 GMT

Hi Leanne.

Thank you for your prompt reply.

Would you not describe "giving you unlimited minutes, unlimited texts and 30GB to use in the UK & EU for up to 30 days" as misleading if I then have to pay to access this data?

Thanks

Rad

Re: Data roaming in EU with subscription pack

Leanne_T — Wed, 13 Dec 2023 14:44:09 GMT

Hi @radulfb

To use the calls, text and data allowance in the EU you would need to purchase the Roam like home add-on.

Leanne.

Re: Data roaming in EU with subscription pack

radulfb — Thu, 14 Dec 2023 17:45:51 GMT

Yep, it’s a joke. Bye bye ee! It’s been an emotional

15 years!