topic Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options? in Offers & Add-ons

Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Bartekformela — Mon, 07 Apr 2025 15:11:20 GMT

Hi all,

I’m really hoping someone can help or offer advice here because I’ve been left in an absolutely awful position by EE.

When I renewed my contract, one of the main reasons I stuck with EE was because of the Roam Abroad Pass included as an Inclusive Extra. At the time, it covered both EU and other international destinations. However, I’ve now been told this benefit is being split—so I have to choose between EU roaming or Zone 1 countries. I now can’t use the Inclusive Extra the way it was originally advertised to me when I renewed.

To make matters worse, I renewed my contract during that weird limbo period after Brexit where EU roaming was no longer included, but before EE started reintroducing roaming coverage in newer plans. So I’m now in a ridiculous situation where:

• I don’t get EU roaming included

• I can’t use the Roam Abroad Pass to cover the EU like I could before

• I’d have to pay outrageous fees to use my phone in the EU and “Zone 1” countries.

This was never mentioned as a possibility when I renewed, and now I’m effectively being charged more for a downgraded service, mid-contract.

Has anyone else been hit with this? Can I push to keep my original Roam Abroad Pass? And if not, does this give me grounds to cancel the contract early without penalty?

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Matt_124 — Mon, 07 Apr 2025 16:16:19 GMT

Unfortunately the Roam Abroad Pass has been completely removed and is no longer available on the billing system, hence has been removed from your plan and you wouldn't be able to get it back.

It was part of the Roaming Refresh changes announced as taking place from the 4th December and has took some time to come in to force. You can read more about the change here: https://community.ee.co.uk/t5/Roaming/Roaming-refresh/m-p/1480939

And a list of the countries in each Zone here: ee.co.uk/roamingrefresh

The Roam in EU and Roaming Pass ROW (Zone 1) Inclusive Extras can be swapped between every 30 days, so you wouldn't necessarily be stuck with one choice forever. The Zone 1 countries are also an expanded list from the only 5 ROW Destinations offered previously.

EE do reserve the right to modify or remove certain Inclusive Extras and this is reflected in the Inclusive Extras T&Cs here: https://ee.co.uk/help/terms-and-conditions/add-ons/inclusive-extras

"We may at any time change the range of Inclusive Extras available, the content of Inclusive Extras the minimum length of time each must be active for. We will try to notify active users of the affected Inclusive Extra if we do this but are not obliged to."

All Rounder plans taken on or after 29th August 2024 now include EU Roaming as a free add-on (separate to the Inclusive Extra choices, which excludes any roaming passes) and Full Works plans include both EU Roaming + ROW Zone 1 Destinations included as free addons (plus an Inclusive Extra worth up to £20pm).

Essentially Roaming is no longer an Inclusive Extra on plans going forward, unless your plan precedes these dates.

Ultimately if you would like to make a complaint, you can do so by calling Customer Services on 150 or submitting the complaint webform here: https://ee.co.uk/help/contact-ee/complaint/complaint-form

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Bartekformela — Tue, 08 Apr 2025 10:06:11 GMT

While I appreciate that I can switch between the Roam in EU and Roaming Pass ROW (Zone 1) every 30 days, it doesn’t fully solve the issue for people like myself who frequently travel between both zones within a single month. The previous Roam Abroad Pass allowed for that flexibility, and its removal just feels like a step backwards—especially when it was a core part of my decision to stick with EE. I know most people won’t be travelling to both jurisdictions in under a month, but this is simply a way to charge a small majority a little bit more without affecting everyone else. Like if it’s that easy to change between both EU and zone 1 why not just keep it under one extra.

It’s also frustrating that my All Rounder plan doesn’t include EU roaming by default, simply because I signed up during the awkward transition period. The newer All Rounder plans now get EU roaming included, and the older ones had it bundled before Brexit changes. So customers like me are stuck in the middle, getting the worst of both versions. If I signed up a new month later I could get both EU roaming and Zone 1 as an extra.

Honestly, it feels less like a necessary adjustment and more like a cost-saving move at the expense of long-time customers.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

chistery — Tue, 08 Apr 2025 10:20:00 GMT

@Bartekformela Have you talked to EE to see what your options are? Maybe they will allow a plan change to a newer All rounder plan?

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Matt_124 — Tue, 08 Apr 2025 10:26:31 GMT

Newer All Rounder plans won't include ROW Roaming I'm afraid, it would have to be Full Works.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Bartekformela — Tue, 08 Apr 2025 10:50:10 GMT

I’m planning to go in-store to discuss this further. Don’t get me wrong—I’m based in London and have been extremely satisfied with EE’s coverage, speeds, and online platforms.

My contract isn’t up for renewal until October, but as always, if I wanted to switch early to one of the new plans that include EU roaming, it would end up costing more per month than what I’m currently paying—even though the exact same plan is being offered to new customers at a lower price than my current deal.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Bartekformela — Tue, 08 Apr 2025 11:02:50 GMT

Wow, that really just confirms the direction EE is going with this. It’s honestly disappointing. The All Rounder plans used to offer decent value, but now the extras feel like a downgrade—mainly just music entertainment options, and even those come with limitations like ads on Netflix.

At the same time, roaming and the better extras have essentially been stripped out and pushed into the Full Works plans, which are significantly more expensive over the whole contract term. So in practice, EE has hiked roaming costs and restricted flexibility, all while trying to make it look like a choice between plans. It comes across as more of a pricing strategy than anything customer-focused.

Guess my best choice would be to stick to my current contact and not renew so I can carry on to switch between EU and zone 1 countries. Now I even realised that I have been forced to switch to the EU roaming add on and now can’t even change this for a month within their app even though I have a US trip coming up before this. Just so frustrating.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Bartekformela — Tue, 08 Apr 2025 12:01:25 GMT

This change also feels very rushed. If I attempt to change my extra through the 150 number instead of through the app. The original Roam extra is still displayed but gives and error when trying to pick it.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

comeocome — Thu, 10 Apr 2025 21:48:20 GMT

Glad to know I am not alone here! Can’t change this myself over text or app despite what EE claims.

after 20 min wait on phone, the agent claimed that 1) we can choose either EU or ROW roaming coverage, and ROW now covers more countries not just the 5 non EU countries previously so this is a net benefit to members; 2) you can swap between EU and ROW each month, it’s not fixed for 30 days so you just have to call them, acknowledging that this is a new function so maybe the app is not up to speed… is that true? Can EE verify this?

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Matt_124 — Thu, 10 Apr 2025 22:19:41 GMT

The extended list of countries is correct, 33 Zone 1 ROW destinations are now included on Roaming Pass ROW without needing to pay the daily/weekly rate.

The other Inclusive Extra of Roam in EU/EU Roaming provides access to the EU Destinations without having to pay the daily/weekly rate.

The lists of countries in the EU Zone and Zone 1 can be found here: ee.co.uk/roamingrefresh

In terms of swapping of Inclusive Extras, there is usually a 30 day lockout on changing them through the app and this is reflected in the T&Cs also as policy. I believe EE Customer Services do have the ability to change them within the 30 days, but this is likely discretionary depending on the circumstances and not an official method as the Terms & Conditions should be followed.

The Inclusive Extra T&Cs are listed here: https://ee.co.uk/help/terms-and-conditions/add-ons/inclusive-extras

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Lesley_W — Fri, 11 Apr 2025 10:03:39 GMT

I can confirm this is correct @comeocome

The app will only allow a change once every 30 days but our team can change this for you over the phone if this needs swapped sooner.

We have also recently updated the text service so that you can change by text within 30 days. If you have tried this and it hasn't worked, I'll flag this with the team.

Lesley

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

comeocome — Fri, 11 Apr 2025 21:22:05 GMT

Thanks, please flag it to your technical team indeed. I have tried to do it on my own via text to swap roaming geographies, but it doesn’t work

So are you saying that for clients like us in this category then it is actually a net benefit? because EE is expanding the roaming to more countries (from EU + 5 countries to EU + zone 1, which covers more countries?)

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Christopher_G — Sun, 13 Apr 2025 14:28:06 GMT

Hi @comeocome

We'll get this flagged. In the mean-time, I'd recommend getting in contact with the customer support team so they can swap it for you.

Yes, zone 1 has more countries included.

Chris

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Bartekformela — Sun, 13 Apr 2025 14:50:43 GMT

I don’t want to come across as rude, but that’s a pretty ridiculous conclusion. It genuinely feels like some of these responses are being auto-generated by a chatbot on EE’s end, rather than addressing customer concerns properly.

How can anyone say I’m receiving a “net benefit” here? Have you actually read my initial post? Previously, I had access to EU roaming and roaming in other key destinations like the USA, Canada, and Australia. That benefit is now completely gone. After reading further into it, I’ve discovered I can’t even access certain Zone 1 countries unless I upgrade to the Full Works plan. Many of the extras that used to be included in the All Rounder or All Works plans have now been shifted over to Full Works, leaving the other plans far less valuable.

To summarise, I’ve received three conflicting explanations:

The initial EE message claimed I could switch between EU and Zone 1 roaming on my All Rounder plan.
When I tried changing it through 150, I was told I could still use the original Roam Abroad pass—but I get an error when trying to change it that way. I can’t change it through the app either, since I was forced to switch to EU roaming already, and that apparently counts as my one change for the month.
I visited an EE store and even the staff there seemed frustrated. They weren’t clear on the new changes and told me that EU roaming is now the only option available on my plan, unless I upgrade to Full Works. They also tried to upsell me, but as I pointed out, mid-contract upgrades are significantly more expensive than just starting a new Full Works plan altogether.

Honestly, I feel bad for the store staff—they seemed just as confused and frustrated as I am. This whole rollout has been unclear, inconsistent, and incredibly frustrating for everyone. Feel like a rush to get this out.

For now I will call up customer service and see if I can change it to zone 1 countries as I will be traveling to the USA. My guess is I won’t have zone 1 counties included in my current old all rounder plan.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Koolwaterstof — Mon, 14 Apr 2025 11:45:58 GMT

I am also in a similar situation to you - the ONLY reason I went with EE despite their higher prices is because of their roaming inclusive extra. With these changes, I'm now stuck paying more than I would with other providers for a package that doesn't meet my needs.

It's shameful that EE can get away with mid-contract changes like these - they should be required to honour terms as they were when the contract was signed. Arbitrary "we reserve the right to change these terms" should be outlawed - they are totally unfair for the consumer, and it's clear that EE has no shame in abusing such a clause.

I have filed a complaint about this and would strongly urge others to do the same - it is totally unacceptable.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Bartekformela — Mon, 14 Apr 2025 12:04:00 GMT

I completely agree – EE’s approach here feels incredibly sneaky. They’ve clearly structured their terms and conditions to give themselves room to make changes mid-contract without giving customers any real way to opt out, which is just wrong.

I specifically chose the All Rounder plan because of the solid extras it used to include – Netflix Premium, Microsoft Office, Xbox Game Pass, and of course, inclusive roaming. These were valuable perks that made the higher price point justifiable. Now, without any meaningful warning, all of those benefits have been stripped and moved to the far more expensive Full Works plan – with roaming being the biggest loss.

What makes it worse is the gaslighting in EE’s communication. Their AI-generated responses try to spin these changes as somehow being an improvement, as if “making roaming easier” is a favour to us – when in reality, it’s just taking away what we already had and asking us to pay even more to get it back.

It’s frustrating how out of touch they’ve become. I really hope the upcoming Three/Vodafone merger brings some much-needed competition, because right now, EE is treating customers idiots with these rushed and inconsistent changes.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

elninobonito — Mon, 14 Apr 2025 12:25:08 GMT

So has anyone been successful in either cancelling or finding a solution? I have spent the past 40 mins on the phone to customer service and nothing has happened. They have told me I cannot cancel and there is nothing I can do.

One thing to note, is that can you change these less than 30 day, as that would be the only saving grace. I have tried to look on my account online and on the app and both still show Roam Abroad pass. The agent on the phone also told me this changed happened in December!

Terrible that EE can significantly change your contract and there is nothing you can do about it.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

Bartekformela — Mon, 14 Apr 2025 12:37:01 GMT

This is exactly the confusing part for me too. I’m on the All Rounder plan and got a message saying Roam Abroad had been replaced with EU Roaming + ROW1, and that I could switch between them. But when I went into an EE store to clarify, I was told ROW1 is only available on the Full Works plan and I’d need to upgrade.

When I showed them the message I’d received, the staff admitted they were just as confused and hadn’t been properly briefed on the changes either.

To make matters worse, since EE removed the Roam Abroad add-on from my plan automatically, I was pushed onto the EU Roaming Extra — and now that apparently counts as my one allowed change for the month. So if I want to switch to ROW1 (assuming that’s even possible), I’ll have to call their customer support and see.

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

franko3 — Mon, 14 Apr 2025 13:19:59 GMT

I can't see much reasoning to split the zones then make it possible to change each 30 days (or less).

You can only be in one country at a time - just seems to be that they are hoping that you either forget to switch or just don't understand their confusion mumbo jumbo and then proceed to charge a hefty price on your next bill 🤔

Re: Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

SlawekP — Tue, 15 Apr 2025 06:43:46 GMT

You are not alone - EE has been rolling out this change since the start of the year if you search this forum.

I have five numbers with EE. And I have been generally happy with their service for years (I have been with Vodafone and Three before). They had occasional hiccups and I had to make a complaint, but this is clearly new situation.

For two contracts ending in October I received a similar message yesterday, EE removed Roam Abroad Pass inclusive extra and auto switched me to Roaming Pass EU with a possibility to change to ROW 1 mid-May.

I will have to remember to switch it when we need it for occasional US travel.
Otherwise there's plenty of eSIM providers for data abroad.

Am I upset? Yes
Do I think this is unfair? Yes
Is it going to complicate travel for me? Yes
Am I going to complain? No

Unfortunately they are within their terms and conditions: https://ee.co.uk/help/terms-and-conditions/add-ons/inclusive-extras

I do however think Ofcom should look into this effectively mid contract changes as they create an opportunity for EE not to act in good faith for example allowing them to swap an extra with some sensible monetary value to a Mickey Mouse benefit. I encourage you to contact them. https://www.ofcom.org.uk/make-a-complaint/

The way EE has communicated and rolled out this change is shambolic in my view though. I have two contracts ending in January with Roaming Abroad Pass still included (according the EE app) and they will likely make a random change without any notice whatsoever possibly while travelling. This is something to complain about I think - especially that clearly is not a one off event due to system changes or other exceptional circumstances, but a planned phasing out, possibly by contract maturity. In that case there's no reason not to give customers early notice. EE forum is not the way to file a complaint - best to do this in writing email/post https://ee.co.uk/help/contact-ee/complaint. Make sure you are clear about desired outcomes you want and stipulate a reasonable time for them to respond like 14 calendar days. If not satisfied with EE resolution, ask for a deadlock letter and take it to Ofcom.

Feels to me that is part of a broader EE revenue generation emphasis, perhaps they had too many frequent travellers on these plans and they were making losses. They are actively pushing people out of previous terms and upselling new plans.

Another example to confirm that would be my fifth number. It was out of contract and had a cash loyalty discount after an upgrade a long time ago. EE simply gave me one more notice that this will be removed and I upgraded this one to Full Works. I cancelled Netflix and resubscribed through EE as an inclusive extra. Now who's there to say that EE won't text me one day that with immediate effect Netflix is no longer an inclusive extra and I shall now get a single free MMS instead.