topic Re: Pay for inclusive extra? in Offers & Add-ons

Pay for inclusive extra?

jh1704 — Fri, 14 Apr 2023 11:49:52 GMT

Looking to upgrade. The plan I'm looking at says it has '1 Inclusive Extra included'. When I look at the inclusive extras, it shows the Roam Abroad Pass, but when I select the plan, it says the Roam Abroad Pass is an additional £15 per month, rather than included in the plan. Is the Roam Abroad Pass an inclusive extra or not?

Re: Pay for inclusive extra?

Chris_B — Fri, 14 Apr 2023 12:00:41 GMT

@jh1704 The roam abroad pass is included as a smart benefit but why pick this now if you don’t need it in the next 30 days you can change to this benefit when you need it.

Re: Pay for inclusive extra?

jh1704 — Fri, 14 Apr 2023 12:03:42 GMT

If it's included, why is it trying to charge me £15 a month?!

Re: Pay for inclusive extra?

Chris_B — Fri, 14 Apr 2023 12:09:59 GMT

@jh1704 Are you picking that as a smart benefit because that tariff has smart benefits or you you picking an add on that’s changeable ?

Re: Pay for inclusive extra?

jh1704 — Fri, 14 Apr 2023 12:15:29 GMT

Looking at it as an inclusive extra because that plan says the following:

1 Inclusive Extra included
Stay Connected Data
Gift data to all the family
Upgrade anytime (yes, really!)
Our best speeds, no max. Mbps

When I click on the the 1 Inclusive Extra Included, it shows the Roam Abroad Pass as one of the options, but if I choose the plan, it comes up showing the Roam Abroad Pass as £15. None of the other extras are shown when I select the plan, either.

Re: Pay for inclusive extra?

Kilvroch — Fri, 14 Apr 2023 12:23:45 GMT

I have selected to upgrade my sim only - and chose 150gb plan, which says 1 inclusive Extra is included. all for the length of your contract at no extra cost.
When I look at the list of extras, one is the 'Roam Abroad Pass'

When I selected the Roam Abroad Pass, it shows a fee of 15 GBP per month.

Which is it ? No cost, or 15 GBP ?

Re: Pay for inclusive extra?

James_B — Fri, 14 Apr 2023 13:50:19 GMT

Hi @Kilvroch,

Welcome to the EE Community. 🙂

If you select it as an inclusive extra, there is no additional charge.

James

Re: Pay for inclusive extra?

James_B — Fri, 14 Apr 2023 13:51:57 GMT

Hi @jh1704,

There is no additional charge if you select it as an inclusive extra.

Hope this helps.

James

Re: Pay for inclusive extra?

Kilvroch — Fri, 14 Apr 2023 14:16:20 GMT

it said "Choose your extras" ... it did not say "Choose your inclusive Extras" ... I saw no instance of the word 'inclusive' at all after I chose the plan which supposedly has an inclusive extra. Hence my confusion.

Re: Pay for inclusive extra?

James_B — Fri, 14 Apr 2023 15:37:38 GMT

Hi @Kilvroch,

At the checkout, you should see an option to choose your inclusive extra, plus any chargeable add-ons you would like to pay for.

James

Re: Pay for inclusive extra?

Kilvroch — Fri, 14 Apr 2023 16:40:53 GMT

that is the problem - there was no 'inclusive add-on' available, despite being led to believe that the Roaming option was one.

Re: Pay for inclusive extra?

Katie_B — Sat, 15 Apr 2023 08:20:47 GMT

Hi @Kilvroch.

If you are unable to select this please get in touch. Our customer care team will be able to ensure the right inclusive extra is applied.

Katie 🙂

Re: Pay for inclusive extra?

Kilvroch — Sat, 15 Apr 2023 10:01:26 GMT

Please can you tell me how to get in touch? I saw no option other than via this forum

Re: Pay for inclusive extra?

Katie_B — Sat, 15 Apr 2023 11:34:53 GMT

Hi @Kilvroch.

Our customer care team can be contacted by calling 150 from any EE handset or 0800 956 6000.

Katie

Re: Pay for inclusive extra?

Kilvroch — Sat, 15 Apr 2023 11:58:56 GMT

thank you very much

Re: Pay for inclusive extra?

Kilvroch — Sat, 15 Apr 2023 12:29:26 GMT

I spoke to Jenna at customer care and she confirmed there was an error with the upgrade process and has cancelled and manually done the upgrade with the Roaming as an inclusive extra at no cost.
Thank you for pointing me in the right direction to get it sorted out.

Re: Pay for inclusive extra?

Katie_B — Sat, 15 Apr 2023 13:30:00 GMT

That's great to hear @Kilvroch.

Thanks for letting us know.

Have a great weekend,

Katie

Re: Pay for inclusive extra?

mcaq — Sun, 16 Apr 2023 09:17:08 GMT

So when is the website going to be fixed? Its still doing the upgarde process incorrectly - not offering the full chsoice of extras and charging £15 for Roam Abroad. Doesn't matter if you pick SIM only or new phone - the same thing

Re: Pay for inclusive extra?

Katie_B — Tue, 18 Apr 2023 08:43:22 GMT

Hello @mcaq.

Are you still experiencing this?

I would love to see if I can get this looked into.

Katie

Re: Pay for inclusive extra?

jh1704 — Tue, 18 Apr 2023 10:18:46 GMT

Hi @Katie_B

On the website, it is still showing the Roam Abroad Pass as £15 monthly, and no other Inclusive Extras are listed.
On the app, the Inclusive Extras options do not appear at all.

I'm reluctant to keep clicking 'Continue' to see if it appears later, in case I end up buying a plan that I don't want or having to pay for an extra that seemingly should be included!

Jo