topic Re: Renewing Contract - EU Roaming Included in Mobile Services

Renewing Contract - EU Roaming Included

viperdudeuk — Wed, 24 Aug 2022 11:26:48 GMT

I usually renew the contracts for my wife and I once a year in November. Last November I spoke to someone on the phone at EE who said they would include EU roaming for free if I renewed for another year. This was after I said I would request PAC to move to another network if EU roaming was not included. Low and behold we discovered on a trip to Spain a few months later that the agent I spoke didn't enable EU roaming for free and when I complained to EE they didn't want to know.

Now I have in the last week spoke to EE about again renewing in November. I explained to the polite women on the phone what happened last year and she assured me that when the time came to renew she would call me and give me EU roaming for free. She said she would prove I would be getting it by a "screen share" what ever she meant by that.

So should I give them the benefit of the doubt this year or will these people tasked with getting you to renewal your contract say anything to get you to agree?

Re: Renewing Contract - EU Roaming Included

Chris_B — Wed, 24 Aug 2022 12:09:51 GMT

@viperdudeuk The add on is free but to use your allowances within the EU you’ll be charged. Why not just get a tariff that includes a smart benefit as then you can have the roam further pass as that benefit when you need it and when you don’t you can use that smart benefit for something else.

Re: Renewing Contract - EU Roaming Included

XRaySpeX — Wed, 24 Aug 2022 14:03:42 GMT

Any contract or upgrade started after 07/07/21 will always be liable to charges for EU roaming whenever you use your UK allowances in the EU.

Re: Renewing Contract - EU Roaming Included

viperdudeuk — Wed, 24 Aug 2022 15:08:02 GMT

My point was that I specifically didn't want to pay the £2 per day and that was why I requested the PAC. However the retentions person said he would fix it so I didn't get charged the £2 a day. That is why I am sceptical of the person now telling me they will waive the £2 per day charge,

Re: Renewing Contract - EU Roaming Included

viperdudeuk — Wed, 24 Aug 2022 15:08:57 GMT

As I said above I didn't want to pay the £2 per day and that is why I wanted the PAC. I was promised that I wouldn't have to pay and that turned out to be a lie.

Re: Renewing Contract - EU Roaming Included

Christopher_G — Wed, 24 Aug 2022 17:06:00 GMT

Hi @viperdudeuk

This is something that you will need to discuss with our customer services team or upgrades team at the point of upgrading.

Chris

Re: Renewing Contract - EU Roaming Included

viperdudeuk — Thu, 25 Aug 2022 07:43:10 GMT

That's what I did last year after I found the promise the renewals team made hadn't been followed through. When I spoke to customer service they referred it to a higher team who said there was nothing that could be done.

Now I have at this renewal another member of the team telling me that include EU roaming will be included but I am unsure if I should believe them given what happened last year.

Re: Renewing Contract - EU Roaming Included

viperdudeuk — Thu, 25 Aug 2022 07:45:40 GMT

I want to pay as little as possible. I don't need fancy benefits. Other providers offer free EU roaming if EE can't match it I will move. I was more than happy to move to another provider until the renewals team member said he would match it. But of course that was just a line to get me to renew.

Re: Renewing Contract - EU Roaming Included

Christopher_G — Thu, 25 Aug 2022 10:20:43 GMT

It's not something we would usually offer to be honest, @viperdudeuk.

I've sent you a private message to get some information from you.

Please have a look and get back to me.

Thanks

Chris

Re: Renewing Contract - EU Roaming Included

viperdudeuk — Thu, 25 Aug 2022 11:24:43 GMT

Hi,

On both times I have spoke to renewals over 2 years they have both said they can sort it. Obviously the first year the guy was lying to me.

Re: Renewing Contract - EU Roaming Included

MBEE — Mon, 12 Jun 2023 17:12:59 GMT

This is now making me decidedly nervous of the call-back I'm expecting from retentions team tomorrow and I may just think twice.

I have 4 numbers on my account, all of which are still on an out-of-contract plan started pre-brexit and not one of them got charged in trips to Europe very recently; existing plan mins, sms and data all included. I was under the impression that nothing could be done for any upgrade / plan started after 07.07.23 either but I've just been offered a new 12 month deal (again, thought min was now 24) with EU roaming thrown in also. Sounds like the same situation as viperdudeuk, to me.

On a related note, I definitely wasn't charged in Australia a couple of years ago either! I'm sure the US, Canada, Mexico, Oz and NZ also (randomly!) used to be included with EU roaming. Has that changed? See here:

https://community.ee.co.uk/t5/Mobile-Services/Roaming-in-USA-was-it-not-included/m-p/1239933

Re: Renewing Contract - EU Roaming Included

Katie_B — Tue, 13 Jun 2023 05:57:07 GMT

Hello @MBEE.

Depending on what plan you had in past some plans included roaming in USA, Australia, Mexico and New Zealand etc. It could well be the plan you had included these countries which is why you have been able to roam at no additional charge.

Are you aware of what 12 monthly SIM the team were discussing with you?

Katie

Re: Renewing Contract - EU Roaming Included

MBEE — Wed, 14 Jun 2023 12:49:55 GMT

Hi Katie

I've not had the call-back still but in any case, I don't think I'll be switching; I'm still on the same plan I had when I went to Oz, so presume this 'additional roaming' over and above EU roaming should still be included and would be quite a thing to relinquish. My bill shows my plan is a heavily discounted 'EE SIM 1GB £14R' but there's a broadband account data boost on there, plus additional data boosts for the other numbers on my account. It is 4G only, though.

I'm not aware of the name of the new plan being offered, no, but the details I was given were 12 month 5G contract with unlimited minutes and texts, 6GB data and EU roaming. The rep was looking into whether I'd be able to keep my existing broadband boosts as they too are more generous than the current offerings.

Going back to @viperdudeuk's original query, there's an earlier post on this thread claiming the EU roaming add-on is "free but to use your allowances within the EU you’ll be charged"; not sure I follow this, doesn't it imply the add-on is now effectively worthless and a contradiction in terms? A bit like giving someone a free train ticket, then telling them they have to pay for the journey anyway once they've boarded?! 😄

Re: Renewing Contract - EU Roaming Included

XRaySpeX — Wed, 14 Jun 2023 12:57:28 GMT

@MBEE : The add-on itself is free to have & it gives you the ability to use any of your UK allowances in the EU at a charge of £2.29 for each day that you do so, instead of not being able to use any of your UK allowances in the EU at all.

Taking your train analogy it's a bit like buying a £30 Rail Card entitling you to cheaper train fares when you do travel.

Re: Renewing Contract - EU Roaming Included

MBEE — Wed, 14 Jun 2023 13:13:09 GMT

Ah, gotcha, thanks. In that case, it really doesn't look like I'll be switching for now.

The existence of this thread and some of the earlier posts maybe suggests a need for more clarity from EE CS teams when offering "EU roaming for free" to customers.