topic Re: Confused with active add-ons in Offers & Add-ons

Confused with active add-ons

bordeline — Mon, 11 Mar 2024 12:28:44 GMT

Hi,

I have a new contract that includes free EU roaming, however I find confusing under my active add-ons it says £2.29 per day EU roaming and then another add-on is says Roam in EU.

isn't the same thing? free roaming, why do I have two different things

I find EE very confusing overall when it comes to bills and plans , nothing is really clear

Re: Confused with active add-ons

XRaySpeX — Mon, 11 Mar 2024 12:47:54 GMT

There are no new contracts with free EU roaming. You may use your usual UK allowances in the EU with up to 50 GB (contract) or 25 GB (PAYG) data per billing month if you have more. If on contract & your contract started after 07/07/2021 there'll be a £2.29 / day charge (that's the 1st add-on you see) for using your UK allowances in EU or alternatively you may buy the Roam Abroad Pass for £25 / billing month.

The 2nd add-on you see will be that you are enabled to roam in the EU. You need this before any billing add-ons to be able to roam in EU.

Re: Confused with active add-ons

bordeline — Mon, 11 Mar 2024 13:03:47 GMT

when I spoke on the phone to EE they told me free EU roaming would be included in my plan . I have also an email confirmation from EE that says Additional items: Roam in EU £0.00 ; £2.29 per day for EU roaming £0.00 ..plus additional free data for loyalty

Again, the way is itemised is not clear but I should be getting free EU roaming

Re: Confused with active add-ons

XRaySpeX — Mon, 11 Mar 2024 13:16:36 GMT

The £2.29 per day EU roaming add-on is free of itself to have but you will be charged £2.29 on any day you use any of your UK allowances in the EU.

Re: Confused with active add-ons

bordeline — Mon, 11 Mar 2024 13:42:00 GMT

then this is not what I was promised over the phone. I will call and cancel since I have 14 days, and move to 02

Re: Confused with active add-ons

Leanne_T — Mon, 11 Mar 2024 14:05:53 GMT

Hi @bordeline

Thanks for coming to the community.

Please give us a call on 150 and the team will get the contract looked into for you.

Leanne.

Re: Confused with active add-ons

bordeline — Mon, 11 Mar 2024 14:14:20 GMT

I've just spoken to an agent online. They assured me I won't be charge the £2.29. They said the 2.29 is mandatory add on because when no free benefit or roam abroad pass is added then this add on helps using the service abroad. I would only be charge when no free add on or roam abroad pass is applied. They said I won't be charged .

Re: Confused with active add-ons

XRaySpeX — Mon, 11 Mar 2024 14:23:29 GMT

Text RO followed by the name of an EU country to 150 to see if EU roaming is included in your plan.

Try reading https://ee.co.uk/help/mobile/roaming/roaming-costs/countries/france e.g. and fill in the boxes that apply to you & you'll find:

Roaming costs

It costs £2.29 a day to use your plan allowance like you would at home.

Re: Confused with active add-ons

bordeline — Mon, 11 Mar 2024 14:40:55 GMT

it says no extra cost

Re: Confused with active add-ons

Leanne_T — Mon, 11 Mar 2024 14:54:39 GMT

Hi @bordeline

Do you have the Roam abroad pass as an add-on on your account?

Leanne.

Re: Confused with active add-ons

bordeline — Mon, 11 Mar 2024 15:18:17 GMT

I see these two online under my plan:

- £2.29 per day for EU roaming. - This add-on cannot be removed

Variable

- Roam in EU. - Remove

Free

---

on the email I got after I signed up:

Additional items:

- Roam in EU £0.00

- £2.29 per day for EU roaming £0.00

Re: Confused with active add-ons

Leanne_T — Mon, 11 Mar 2024 16:01:06 GMT

Thanks @bordeline

I would suggest calling us on 150, to check the add-ons you have active and to make sure roaming will be included for you.

Leanne.