topic Re: Texts in Europe in Mobile Services

Texts in Europe

clarkeb43 — Sun, 11 Sep 2022 10:31:59 GMT

I am unsure how or when Texts stop working when I am in Europe - I just returned from Italy and my texts stopped worked halfway through the week. I pay a substantial tarrif for UK unlimited calls and texts but it seems EE want me to pay another £10 per month for a basic requirement when in another country. How do I ensure my phone 'works' correctly when I am away from my home network.

Re: Texts in Europe

Leanne_T — Sun, 11 Sep 2022 11:42:57 GMT

Hi @clarkeb43

Did you try connecting to a different network in Italy?

Please see our Changes to EU Roaming, Help page for details on using your allowance in Europe and how much this may cost.

Leanne.

Re: Texts in Europe

XRaySpeX — Sun, 11 Sep 2022 14:31:37 GMT

You may use your usual UK allowances in 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 / day charge for using your UK allowances in EU or alternatively you may buy the Roam Abroad Pass for £11.40 / month.

If you are on contract, remember to text ROAMING to 150 before you leave UK to ensure roaming is enabled on your account.

Re: Texts in Europe

clarkeb43 — Mon, 12 Sep 2022 10:26:50 GMT

Which network should I have used- i also have £2 per day included for Data usage - why would I have this only for Data and not also for texts and calls - I believe I have made a mistake in joining EE - BT Mobile works just the same on Roam like Home yet EE doesn't without charging extra for the pleasure.

I have seen an extra £13.80 charge on my account yet it does not give a detailed detail what this charge is for. Again more frustration.

Re: Texts in Europe

clarkeb43 — Mon, 12 Sep 2022 10:36:11 GMT

ok - 13.26 was the extra charge but

it really does not make sense.

Re: Texts in Europe

James_B — Mon, 12 Sep 2022 11:26:21 GMT

Hi @clarkeb43,

Have you clicked 'see all charges' to see the breakdown?

The £2 per day charge allows you to use your UK allowance in Italy, including your calls and text allowances.

Was it incoming or outgoing texts you had issues with?

Could you still make calls and use data?

James

Re: Texts in Europe

clarkeb43 — Mon, 12 Sep 2022 11:33:42 GMT

yes, before I did it looked like this

I got calls yes, I had Data available - but Texts would not work - I opened up a ticket with EE and was told they didn't work because I had run out of my allowances and I would have to pay £10 to start receiving and sending texts again - all this in the middle of my holiday which I had waited since 2019 to go on.

Re: Texts in Europe

James_B — Mon, 12 Sep 2022 11:45:55 GMT

Hi @clarkeb43,

What are the extra charges listed as when you select see all charges?

As you have unlimited texts, the problem wasn't that you had used your allowance. Could you still receive texts?

Do you have a spend cap on your account?

James

Re: Texts in Europe

clarkeb43 — Mon, 12 Sep 2022 11:50:23 GMT

thats my issue - it doesn't give me any details - just the headline number - I now have a £10 spend cap but not at the time of the issues - this was only introduced at £10 when I saw the £13 cost.

If you are correct then no spend cap could have been reached as you are telling me I have unlimited texts normally - just not it seems when I am in Europe.

I do not know what the £13.26 is for - the account or copy of bill do not contain this information.

Re: Texts in Europe

James_B — Mon, 12 Sep 2022 11:56:38 GMT

Which category are the charges listed under when you select 'summary of charges' @clarkeb43

After selecting 'see all charges' do you see a 'see you itemised usage' option?

Could you still receive texts in Italy?

James

Re: Texts in Europe

clarkeb43 — Mon, 12 Sep 2022 12:05:49 GMT

Hi - texts were working for a couple of days then they simply stopped - there is no further information in the account

and it does not seem to be telling me anything in this section

Re: Texts in Europe

James_B — Mon, 12 Sep 2022 12:28:48 GMT

Hi @clarkeb43,

The message in your screenshot indicates that no charges outside your plan are to be added to your next bill. As this doesn't match the summary, please get in touch with Customer Care so a member of the team can double check your account.

Was it just outbound texts that stopped or inbound too?

James

Re: Texts in Europe

clarkeb43 — Mon, 12 Sep 2022 12:36:53 GMT

it was outbound i noticed first but also my wife told me she tried sending and I could not received - thanks I will check with customer care - seems something is just not correct with my account and billing

Re: Texts in Europe

James_B — Mon, 12 Sep 2022 12:40:24 GMT

No problem @clarkeb43

They'll be happy to help.

James