topic Re: What is happening with EE EU roaming? in Roaming

What is happening with EE EU roaming?

ken237 — Sat, 14 Dec 2024 11:15:09 GMT

On our EE monthly mobile plan we have £2.47 per day for EU roaming showing as a currently active Add-on. However, I rang EE yesterday and was told by a billing staff member that this is no longer active since 4th December and is as a result of Brexit. Seems very odd timing if this is true?

Have not received any communication (SMS or email) from EE to say that the EU roaming add-on is being removed.

Not at all impressed by EE unilaterally removing this benefit especially as only renewed contract on the basis that EE would provide EU roaming as part of the package.

Our account still shows the roaming add-on as active so very confused as to what the true state of play is?

Can't imagine we will be staying with EE if this is how they treat customers.

Re: What is happening with EE EU roaming?

bristolian — Sat, 14 Dec 2024 12:21:37 GMT

December 4th was when EE's roaming prices were refreshed - see https://ee.co.uk/roamingrefresh for full details.

The £2.47 daily charge option remains. If you have an add-on covering this, that should remain in-place albeit the name may have changed.

Re: What is happening with EE EU roaming?

ken237 — Sat, 14 Dec 2024 12:26:59 GMT

Thank you Bristolian - However, your reply seems to conflict with the EE billing staff member I spoke with yesterday.

It would be helpful to have a reply from an EE staff member if any are on the community forum.

Re: What is happening with EE EU roaming?

bristolian — Sat, 14 Dec 2024 12:30:55 GMT

Yours wouldn't be the first time that a CS-agent has given incorrect advice.

Which specific add-on do you have, or are querying? There's no account access on this forum, so that would help. Feel free to post a picture or screenshot of your bill if that would help - redact any personal info.

Re: What is happening with EE EU roaming?

ken237 — Sat, 14 Dec 2024 12:40:32 GMT

Thanks again for responding. This is what shows on my account for each of the mobile phones on the account.

Re: What is happening with EE EU roaming?

bristolian — Sat, 14 Dec 2024 12:45:21 GMT

That's the standard add-on for all users without a Roam Abroad pass, or the current equivalent. You'll be charged £2.47/day anytime you use your UK allowances in the EU - which means making or receiving any calls, sending any text messages or using mobile data.

You won't be charged unless you do so.

Re: What is happening with EE EU roaming?

ken237 — Sat, 14 Dec 2024 12:47:27 GMT

Thank you - so it is a unilateral change to agreed service contract by EE and without the required formal notice. Will start complaint process.

Re: What is happening with EE EU roaming?

Matt_124 — Sat, 14 Dec 2024 13:16:29 GMT

Hi @ken237,

Is your issue with the fact you believe this £2.47 per day addon is being removed? It is a standard addon for every EE Customer on every plan and is not being removed.

If that is your case, nothing has changed or is going to change and there wouldn't be a basis or need for complaint.

I would understand if you had a Free EU Roaming addon on your account and were told this was going to be removed, but the £2.47 per day has not changed and is not going to (apart from the usual pricing change for addons annually).

I feel that both people on the call may have been confused on what the query was if this is the case. The mention of Brexit sounds like it is the CS agent trying to explain why that addon is there and that EU Roaming usage is no longer free apart from those on specific plans. And even on those plans with Free EU Roaming, that addon is still there but is superseded by the Roaming Addons.

Re: What is happening with EE EU roaming?

ken237 — Sat, 14 Dec 2024 13:23:05 GMT

Hi Matt_124,

Thank you for your response.

At the time of renewing our contract with EE the £2.47 add-on is part of our negotiated package and so NOT an additional charge.

What is not clear from talking to EE, or from the replies here, is whether that 'free' add-on continues as part of the negotiated monthly charge that we pay to EE; or whether there will be an additional charge of £2.47 per day if we are roaming in an EU country.

I am certainly confused...

Re: What is happening with EE EU roaming?

Matt_124 — Sat, 14 Dec 2024 13:33:58 GMT

Hi @ken237,

The Add-on is there to enable you to be able to pay the £2.47 per day that you use your phone within the EU, as opposed to the standard rates that would charge you per minute, text and unit of data.

You do not pay anything for it simply existing on your account while in the UK, it just enables you to pay the £2.47 per day that you use your phone while Roaming in the EU, and in exchange allows you to access your calls and text allowances as well as up to 50GB of your UK data allowance while in an EU Country.

EDIT: If you were advised you would not have to pay anything to use your phone while Roaming in the EU, you should have another addon on your account called either "Roam in EU" or "Roam Abroad Pass".

Re: What is happening with EE EU roaming?

ken237 — Sat, 14 Dec 2024 13:35:15 GMT

Hi Matt,

That's not the case - we have never paid for EU roaming up to this point.

When I negotiated the contract renewal with EE, in October 2024, the agreement was 'Daily EU Roaming Charge £0.00, Roam in EU £0.00'.

So it would appear that EE has changed the contract without notice.

Re: What is happening with EE EU roaming?

Matt_124 — Sat, 14 Dec 2024 13:42:30 GMT

Hi @ken237,

If you see my updated comment, there are other addons that can supersede the £2.47 addon.

Either "Roam in EU" or "Roam Abroad Pass" should be present within your addons if this is free. It is possible for both one of these and the £2.47 to exist on the same account in some cases.

If it is not present, it would seem you have been misadvised on the sale and you would be best to submit a complaint. But your complaint would be that it was never added in the first place as your contract was renegotiated, not that it has been "unilaterally removed".

If an add-on was removed at any point, you would usually get a text message from the EE automated text system when the change occurs to say something like "Your Roam in EU addon has been removed".

Re: What is happening with EE EU roaming?

ken237 — Sat, 14 Dec 2024 14:26:00 GMT

Hi Matt_124,

Thanks or the further reply.

Both 'Daily EU Roaming Charge £0.00, Roam in EU £0.00' are present in the email sent when the contract was renewed so they were definitely added.

No further communication from EE by SMS or email about removing any add-ons.

It is clearly very confusing especially as EE's own billing staff appear to be unaware of the current situation.

Perhaps a formal complaint would shed some light on what the actual state of play is with regard to our mobile plans, EU roaming and advice from EE staff.

Thanks again for taking the time to respond

Re: What is happening with EE EU roaming?

Schockwave — Sat, 14 Dec 2024 14:43:48 GMT

@ken237 , it looks like you are not being charged for EU roaming, please check whether you have inclusive EU roaming on your account, then you would not pay, depending what package you have.

Re: What is happening with EE EU roaming?

Matt_124 — Sat, 14 Dec 2024 14:46:41 GMT

Hi @ken237,

No problem, I hope it at least clarifies the types of addons and hope you can get it figured out.

I would just double check you don't have Roam in EU" in the list of your currently active addons.

If you do then you're fine and there's nothing to worry about. If not then calling EE or submitting a complaint is probably your best course of action.

Let us know if you need any further advice.

Re: What is happening with EE EU roaming?

Dan0u10 — Mon, 23 Dec 2024 09:56:54 GMT

I have had exactly the same experience. In early December. The CS agent I was on the phone to did not fill me with confidence as she must have gone on mute to “check with someone” about 6 times. Needless to say when I got to Spain I got the text message to say

“Hi from EE, welcome to Spain. While you're here thanks to your Roaming Pass you can use your plan minutes, texts and data allowances at no extra cost.”

I have no idea what is going on on- so I will go into a branch. But if they remove the add on I will leave EE because I’m a frequent flyer.

Re: What is happening with EE EU roaming?

ken237 — Mon, 23 Dec 2024 10:50:46 GMT

Sorry to hear that Dan0u10,

I did speak to an EE agent after I made a complaint and she was very helpful.

It transpired that the SMS received in response to sending EUROAM to 150 was a generic one and so did not apply to our account. To compound this error the EE person I spoke to on the phone repeated the same misinformation and I can only imagine did not check our account otherwise he would have realised that we did have EU roaming.

The EE agent has confirmed that we do currently have an EU Roaming Pass but after the contract ends we probably will not receive this benefit.

Looking at other operators there are some who currently do still allow free EU roaming, so will move if EE are unable to provide EU Roaming as part of our package.

Re: What is happening with EE EU roaming?

Schockwave — Mon, 23 Dec 2024 14:06:36 GMT

@ken237 , @Dan0u10 , so long as you keep the same contract package, you will still have free EU roaming, it is only when you change your package, you lose it, although I believe that EU roaming is still part of the package, just not the five extra countries.

Re: What is happening with EE EU roaming?

Cc9876 — Mon, 30 Dec 2024 21:04:51 GMT

@ken you are right that people are very confused right now, that includes EE staff! Haha.

i just came to France and got two SMS messages, one said I would be charged £2.50 daily and the other said Roaming included (I have pre 2021 contract)

I guess will find out which applies when I get bill. But some people will look to leave if this charge (equivalent to £75 a month) does apply.