topic Re: EE Deceptive product description in Mobile Data

EE Deceptive product description

igor_jef — Thu, 31 Aug 2023 14:52:29 GMT

I chose UK/EU data add-on but after finishing purchase I received sms confirming that this data allowance is for UK only. Such a deceptive practice.

How can I get my money back?

I regret choosing EE from the first day I switched to. Features always broken, impossible to navigate website/app and finds stuff that is needed.

Re: EE Deceptive product description

XRaySpeX — Thu, 31 Aug 2023 15:03:35 GMT

@igor_jef : No, it isn't. It's also for use in the EU when you are roaming there & roaming is active on your a/c.

Re: EE Deceptive product description

igor_jef — Sat, 02 Sep 2023 06:39:43 GMT

Message from EE clearly says that purchased data is for UK use only,

something is wrong here and it needs to be corrected.

see attached screenshots

Re: EE Deceptive product description

igor_jef — Sat, 02 Sep 2023 06:43:07 GMT

Re: EE Deceptive product description

Christopher_G — Sat, 02 Sep 2023 13:47:25 GMT

Thanks, @igor_jef

I've fed this back to the My EE team asking for some clarification on this. I'll post back here when I hear more.
Chris

Re: EE Deceptive product description

igor_jef — Wed, 06 Sep 2023 13:07:03 GMT

Hello,

Any progress with the clarification?

Thanks

Re: EE Deceptive product description

Christopher_G — Wed, 06 Sep 2023 13:37:44 GMT

Hi @igor_jef

Those add-ons are UK add-ons, but you can use them in the EU zone, as long as you have the roam abroad pass as an extra or an add-on.

How do I get the Roam Abroad Pass? | Help | EE

Chris

Re: EE Deceptive product description

igor_jef — Wed, 06 Sep 2023 13:53:23 GMT

Hi Chris,

Add-on description misled me into believing that this add-on is sufficient to have roaming data abroad, there is nothing that suggest that I need to purchase something additional to make it work.

Can you tell what I shall do to get full refund?

Thank you.

Re: EE Deceptive product description

Christopher_G — Wed, 06 Sep 2023 13:57:23 GMT

I recommend speaking to our Mobile Care team who'll be able to look into that for you, @igor_jef

Chris

Re: EE Deceptive product description

XRaySpeX — Wed, 06 Sep 2023 15:48:47 GMT

@Christopher_G : Why doesn't the £2.29 mandatory roaming add-on also permit the use of these UK data add-ons in the EU? If it did then the OP would be right in his reading & inference. He would be paying £2.29 anyway on any day he used any of his UK allowances in the EU.

Re: EE Deceptive product description

James_B — Wed, 06 Sep 2023 16:15:41 GMT

Hi @XRaySpeX,

If I understand your query correctly, that is the case. UK data add-ons can be used in the EU in conjunction with the Roam Abroad Pass.

James

Re: EE Deceptive product description

XRaySpeX — Wed, 06 Sep 2023 16:22:39 GMT

No, @James_B , I'm not querying the Roam Abroad Pass. I'm talking about the free "£2.29 per day" EU roaming add-on that is on every contract a/c (as I understand) which permits you to use your UK allowances in EU at a cost of £2.29 for each day you do so.

Re: EE Deceptive product description

James_B — Wed, 06 Sep 2023 16:26:15 GMT

Ah OK @XRaySpeX, yes that would also allow the add-on to be used.

James