topic Re: Re: Roaming abroad (add-on) not working in Mobile Services

Re: Roaming abroad (add-on) not working

Raptor37 — Thu, 22 Jun 2023 12:26:49 GMT

I have the same problem roaming in France. All working fine until 20th June, then unable to connect to the internet. I have lots of data remaining including 2 90 day add/ons I purchased before leaving the UK. At the time of purchase these add/ons stated that they supported roaming. Why has this stopped mid add/on contract. This looks like a breach of contract if it is intentional. Kindly respond. xxxxxx xxxx.

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: Re: Roaming abroad (add-on) not working

James_B — Thu, 22 Jun 2023 11:05:40 GMT

Hi @Raptor37,

Welcome to the EE Community. 🙂

Is it a pay as you go plan you're using?

Roaming charges were introduced for using a pay as you go service in the EU on 6 June 2023.

James

Re: Re: Roaming abroad (add-on) not working

Raptor37 — Thu, 22 Jun 2023 16:03:40 GMT

Hi James, my MMB data broadband add-on is a PAYG purchase valid for 90 days from purchase, and still valid. When purchased from the EE web site it clearly stated that the add/on would provide roaming capability in Eu. What arrangements are in place to ensure customers making these purchases ( before roaming charges were added) receive the contracted service for the 90 day life of the add-on?

Re: Re: Roaming abroad (add-on) not working

Christopher_G — Thu, 22 Jun 2023 17:50:13 GMT

Hi @Raptor37

I recommend speaking to our Mobile Care team so they can check the status of the add-on. If it is no longer appropriate, they can look to see if it can be cancelled and refunded.

Chris