topic Re: ROAMING ACTIVATED AND FREE in Mobile Services

ROAMING ACTIVATED AND FREE

VictorTR — Wed, 12 Jul 2023 18:29:53 GMT

Hi. I'll try to summarize: I started a new plan in March, or that's what I thought, with unlimited data and free roaming since I'm a Spanish living in UK, but in summer I go to visit my country for some weeks. When I called EE on phone to select that deal I was told I would have roaming ready for May (I don't know why it would take 2 months having the roaming activated) since I wasn't going to go until July to Spain I didn't care.

2 days ago I called them on phone too confirm I have the roaming activated and free and they told I didn't have it, and they were going to check the phone call I had on March when I picked the tariff, and they wouldn't call me the next day (yesterday). They didn't call me, but I sent a SMS to 150 to see if roaming is activated and the automatic response was:

"We were unable to determine which Roaming product you currently have.

Great news, when in SPAIN you can use your plan's data allowance, this includes calls, voicemail and texts back to the UK at no extra cost.

Calls to countries outside the EU are £1.54 per min and texts 64p each. Picture messages are 83p and are not included in plan allowances."

Does this mean I don't have to be worried about the roaming anymore, I'm flying in one week and obviously I need the data for the 6 weeks I'll be there.

Thanks in advance

Re: ROAMING ACTIVATED AND FREE

XRaySpeX — Wed, 12 Jul 2023 18:36:33 GMT

Roaming in EU is not free for contracts started after 07/07/21. There'll be a £2.29 / day charge for using your UK allowances in EU or alternatively you may buy the Roam Abroad Pass for £15 / month.

Did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150?

Re: ROAMING ACTIVATED AND FREE

VictorTR — Wed, 12 Jul 2023 19:08:41 GMT

I've just sent ROAMING to 150 and I got a reply saying I have to call 150.

But I don't understand 2 things:

1) I selected data unlimited+ one smart benefit (free roaming), and now it's not free

2) why I got that SMS yesterday saying it would be free...

Can anybody help me please?

Re: ROAMING ACTIVATED AND FREE

VictorTR — Wed, 12 Jul 2023 19:19:20 GMT

"We were unable to determine which Roaming product you currently have.

Great news, when in SPAIN you can use your plan's data allowance, this includes calls, voicemail and texts back to the UK at no extra cost.

Calls to countries outside the EU are £1.54 per min and texts 64p each. Picture messages are 83p and are not included in plan allowances."

Does this mean I don't have to be worried about the roaming anymore, I'm flying in one week and obviously I need the data for the 6 weeks I'll be there.

Thanks in advance

Re: ROAMING ACTIVATED AND FREE

XRaySpeX — Wed, 12 Jul 2023 19:20:18 GMT

Ah, the Smart Benefit for free roaming is the Roam Abroad Pass. It's included in your plan & so you don't need to pay £15 / month for it. You should be able to see it when you look at your Extras & Add-ons. Having this roaming billing add-on doesn't of itself activate roaming on your a/c. You still need to text ROAMING to 150 for that. I dunno why that is asking you to call 150 but it might be to do with being a new cust. & your credit status.

Re: ROAMING ACTIVATED AND FREE

VictorTR — Wed, 12 Jul 2023 19:27:04 GMT

I can't see it in extras and adds ons. I can see just 20% discount and WiFi coverage boost... Nothing of roam pass abroad, and as I said I'm sure I selected that plan.

This is so weird. And I was meant to be called yesterday and they didn't call me. Now I've asked to be called and they didn't call me yet.

I'll probably make a formal complaint after this regardless they find a solution or not.

Re: ROAMING ACTIVATED AND FREE

Chris_B — Wed, 12 Jul 2023 19:31:38 GMT

@VictorTR On your EE account you need to see if you have the smart benefit selected. You’ll find this in mobile add ons>your inclusive extras. You need to select ROAM ABROAD PASS. You can then use your tariff allowance in the EU.

Re: ROAMING ACTIVATED AND FREE

VictorTR — Wed, 12 Jul 2023 20:11:41 GMT

I was meant to have roam abroad pass since I selected it in a conversation in March when I switched the plan. Now I need since I'm flying to my country in ones week, not only I don't have it, but also they say they can't offer it to me because of low credit score, and they advised me to buy a sim card in the airport for my 6 week holidays there.

I asked them if I could get the monthly abroad pass and they said no, when I could pay it instantly.

They offered me £30 when I said I would make a formal complaint and I rejected them, since I plan to keep using EE after my holidays and not paid the bills (I don't care about the credit score since I won't be here for long).

I'm going to make a formal complaint.

What would you do in my situation?

Thanks.

Re: ROAMING ACTIVATED AND FREE

VictorTR — Wed, 12 Jul 2023 20:49:22 GMT

Can anybody help me please?

Re: ROAMING ACTIVATED AND FREE

Katie_B — Thu, 13 Jul 2023 06:16:06 GMT

Hello @VictorTR.

Since your post have you been contacted?

If not, please get back in touch with our customer care team who can look into this further for you.

Both @XRaySpeX and @Chris_B are right, if you have an inclusive extra this will be available to view within your My EE account.

Please be sure to keep us updated,

Katie

Re: ROAMING ACTIVATED AND FREE

VictorTR — Sat, 15 Jul 2023 12:07:58 GMT

No, I haven't been contacted. I called them a few days ago, and after that the didn't call me again.

I'm highly disappointed for many reasons with the company, also I made a posts titled "EE this is so embarrassing" and an admin deleted it.

I made a formal complaint and of course I didn't get a response. I will probably call them again and try to make them an offer so they pay me for the inconveniences, if not I will stop paying the bill.

This is one of the times you are facing a big company and you feel the frustration because although you are the one who is right they are bigger than you and you can do nothing against them. I will speak with a lawyer to see if I can do something but I doubt it. They "lost" the phone call I had with them in March where I indicated I wanted roaming and the worker said yes. I guess they haven't lost the call but since that phone call don't let them in a good place they are not interested in show it.

Re: ROAMING ACTIVATED AND FREE

Chris_B — Sat, 15 Jul 2023 12:27:13 GMT

@VictorTR If you didn’t have smart benefits you can purchase the roam abroad pass for £15 per month you just need to stop this when you get back to the UK.

Re: ROAMING ACTIVATED AND FREE

Leanne_T — Sat, 15 Jul 2023 12:30:12 GMT

Hi @VictorTR

Thanks for coming back to us.

Complaints can take time to get looked into, once the team have investigated your submitted complaint they will be in touch with an update.

If you would like to discuss the account and your complaint please call us on 150 and the team will be happy to help.

Leanne.

Re: ROAMING ACTIVATED AND FREE

VictorTR — Sat, 15 Jul 2023 14:55:14 GMT

And I wanted this, but if I'm not wrong I was told they couldn't offer me any roaming, not even the roam abroad pass monthly, as I said they told me because of the credit score since I haven't been living here for a long time yet...