topic Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on? in Mobile Services

Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

Timewarp — Sat, 23 Jul 2022 15:36:20 GMT

In the Add-Ons section of My EE it says that "30 minutes from anywhere" applies to zone 6:

If you look here it says zone 6 includes Turkey: https://ee.co.uk/content/dam/ee-help/Help-PDFs/Roaming%20with%20EE%20%E2%80%93%20out%20of%20allowance%20cost%20details%20on%20or%20after%2017%20August%202016.pdf

However, on the EE chat I've had one agent say it doesn't apply to Turkey and that I should use the "World Select Talk and Text" listed here https://ee.co.uk/help/help-new/roaming-costs/countries/turkey-and-northern-cyprus which is much more expensive.

I showed him the above links and he changed his mind, but then he made a mistake and didn't apply the Travel data pass to my wife's phone as asked. I engaged chat again to correct this, and the 2nd agent commented that the 30 minutes doesn't apply to Turkey, and he checked with his manager who confirmed this.

It is possible to get clarification on this?

Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

XRaySpeX — Sat, 23 Jul 2022 16:39:07 GMT

Your 2nd link is certainly correct in offering the "World Select Talk and Text" for Turkey while it doesn't offer "Calls from Anywhere" which is usually offered as 60 mins for £11.40 (see e.g. the equivalent roaming page for India).

The "Travel Data Pass" has no bearing on calls from abroad; it's data only.

Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

Timewarp — Sat, 23 Jul 2022 17:03:08 GMT

Strange how "anywhere" isn't really anywhere, and that the zone is specified in that PDF, although it's a few years old but I couldn't find any updated reference.

Yes, I realise nothing to do with data, but I mentioned that because that's the reason I contacted chat again and the comment came up from the agent.

Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

XRaySpeX — Sat, 23 Jul 2022 17:22:22 GMT

There's no question about the Zone classifications. What is in doubt is that statement in your Add-ons as to its applicability as well as the amount & cost of that add-on anyway.

Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

Leanne_T — Sun, 24 Jul 2022 06:04:08 GMT

Morning @Timewarp

Thanks for coming here 🙂

You can purchase the add-on to use in Turkey to make and receive calls from UK mobile and landline numbers.

Before you travel please check your My EE account to make sure roaming and call abroad is active, see our EE Roaming - Getting ready to use your phone abroad post, for help on getting set up.

Have a lovely time.

Leanne.

Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

Timewarp — Sun, 24 Jul 2022 09:15:13 GMT

Thanks.

Can you explain why it's not listed on the page for Turkey at https://ee.co.uk/help/help-new/roaming-costs/countries/turkey-and-northern-cyprus ?

Also, I'm hesitant to enable it as agents and their manager's are saying that it won't work. Why is there so much confusion about it?

Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

Leanne_T — Sun, 24 Jul 2022 10:20:45 GMT

Hi there @Timewarp

We do have other roaming add-ons available which you can find within your My EE account, and all details for the add-on will be shown.

I'm sorry you have been advised this, I would suggest calling us on 150 and the team can check your account and run through all the available options for Turkey.

Leanne.

Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

Susiecal — Thu, 22 Sep 2022 19:11:26 GMT

I am equally confused. I’ve had 2 separate calls with 2 colleagues from EE one who told me I could use the 60 min calls anytime to call from turkey and one who said I couldn’t. I need to ring my elderly mother when I’m away and she only has a landline. Are you able to clarify please

Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

Christopher_G — Fri, 23 Sep 2022 06:57:59 GMT

Hi @Susiecal.

Yes, you can use your 60 minute call from anywhere add-on to call back to the UK from Turkey. It also includes receiving calls while you're there.

Chris

Re: Roaming in Turkey - Can I use "30 minutes from anywhere" add-on?

Susiecal — Fri, 23 Sep 2022 07:50:49 GMT

Hi
Thank you. I’ve just had another conversation with an EE colleague and she also confirmed that. She had no idea what the gentleman last night from EE was talking about!
Best wishes
Sue

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