topic Re: Conflicting information in Roaming

Conflicting information

hohihon — Mon, 10 Feb 2025 15:49:55 GMT

I will be travelling to Malta next month. I have a sim only full works plan that includes roaming in the eu and further. When I texted 150 Roaming to enable roaming, the message comes back saying I need to increase my spend cap (currently £0) as it will cost me £2.47 per day to roam in the eu or I will not be able to access the services. The roaming calculator in the app says I can ‘roam like home’ at no extra cost. Am I likely to have issues when I get Malta or I can I disregard the text message and assume the eu roaming included in my plan will kick in automatically.

Re: Conflicting information

Christopher_G — Mon, 10 Feb 2025 15:56:07 GMT

Hi @hohihon

Welcome to the community.

If you're logged in when using the roaming tool, it'll let you know exactly what is included with your plan.

Could you copy and paste exactly what the text message said please? Just in case we need to feed it back to the relevant team.

Chris

Re: Conflicting information

hohihon — Mon, 10 Feb 2025 16:05:10 GMT

The Spend Cap on your account may result in a loss of service while roaming. This is because roaming charges contribute to your Spend Cap, and if you reach your set limit, we will automatically block service to prevent any additional charges.You can adjust your spend cap at any time by logging into the EE App or texting SPEND CAP to 150. If you are not the account holder, the account holder will need to make the change through the EE App or by calling 150.

Great news, your phone is all set to roam in Malta. To use your allowances as you would at home, the charges are: £2.47 for 24 hours OR for out of bundle use:

Calls: £0.83min

Texts: £0.19

MMS: £0.89

If you need some more roaming related help you can reply CALLBACK now and we'll organise a call back for you within 15 minutes.

If you have got all the information you need, please reply END to finish this interaction.

Re: Conflicting information

Christopher_G — Mon, 10 Feb 2025 16:16:55 GMT

OK, thanks @hohihon

I completely understand your confusion with this. I recommend having a quick chat with our Customer Care team, just so they can double-check everything for you.

There's a live chat service in the 'help' section of the EE App, and you can find our other contact methods here.

They should be able to get it all clarified for you.

Chris

Re: Conflicting information

hohihon — Mon, 10 Feb 2025 17:49:18 GMT

@Christopher_G . thank for your assistance. Customer care team seem to think that because I’ve got full works plan I will be fine. Nobody knows why I get the text that says otherwise which worries me a bit

Re: Conflicting information

Leanne_T — Mon, 10 Feb 2025 18:02:20 GMT

Hi @hohihon

Thanks for coming back to us.

I am sorry we have no account access on the community to double check this for you.

Have you spoken to the team again this evening and been advised this would be fine?

Leanne.

Re: Conflicting information

JBean0812 — Mon, 10 Feb 2025 19:02:03 GMT

Same happened to me when checking Cyprus. I also have a full works plan.

I also get the £5/£25 when checking the USA

Re: Conflicting information

hohihon — Mon, 10 Feb 2025 19:40:40 GMT

@Leanne_T i’ve been told this will be fine so fingers crossed!

Re: Conflicting information

hohihon — Mon, 10 Feb 2025 19:48:35 GMT

@JBean0812 when I check USA on the app I’m told I can ‘roam like home’ at no extra cost. Click on ‘see what’s included in your allowance’ and I get the info/prices for EE Europe zone. The whole thing seems very buggy