topic Roam Inclusive Package in Roaming

Roam Inclusive Package

NicRog — Thu, 10 Apr 2025 11:33:57 GMT

I have just received a message that my Roam Inclusive Extra package has been removed from my plan. I am in contract until November 2025 and as a frequent traveller use this regularly. No reduction in price but a large part of the reason I took out the plan has been removed. It seems I will now have to pay extra for something that I felt I was already paying for within my contract. This has been dressed up as an improvement “Roaming is getting better with EE”! Have I misunderstood something as this just seems wrong in so many ways.

Re: Roam Inclusive Package

Alex_H — Thu, 10 Apr 2025 13:45:18 GMT

Hello @NicRog,

Welcome to the EE Community

We have recently refreshed our roaming add-ons, when it comes to the roaming inclusive extra, the change is to do with the extra being split into two options.

Previously the roam inclusive extra included the EU and 5 additional countries (USA, Mexico, Canada, New Zealand and Australia). It is this add-on that will have been removed on your number. However it has been replaced by two new available add-ons, one inclusive extra that covers the EU and one inclusive extra that is for ROW Zone 1.

This Zone 1 extra includes the original 5 countries mentioned above as well as an additional 28 countries. You can see which one it includes on the help page here Roaming Refresh

So you will still get inclusive roaming as an inclusive extra on your plan, what has changed is that there are now more countries available and you just need to switch between which extra you need depending on where you are travelling.

Alex

Re: Roam Inclusive Package

Bill40063 — Mon, 14 Apr 2025 13:38:40 GMT

As I understand it we can only switch between the new EU and Zone 1 areas once every 30 days so not much use if you happen to be travelling to both areas on the same month and a lot more hassle in terms of planning. This is a material change to the contract I signed up to…

Re: Roam Inclusive Package

Alex_H — Tue, 15 Apr 2025 11:34:57 GMT

Hi @Bill40063,

Welcome to the EE Community

In case you are travelling between the two zones within a 30 day period, you should be able to switch between them without the 30 day limitation via the text service, PICK to 150. Or also by speaking to one of our guides on 150.

Alex

Re: Roam Inclusive Package

Hitch51 — Fri, 18 Apr 2025 07:10:08 GMT

My app definitely says I cannot switch from EU to ROW before 30 days. You may be able to do it on the phone but that is little use when, as I was, you are stuck in the USA with a phone that will not make calls. As someone who regularly travels to both EU and USA, I too am very annoyed by this change imposed by EE where the key feature of the plan - seamless world roaming - has been withdrawn mid contract with little warning.

Re: Roam Inclusive Package

Peter_W — Fri, 18 Apr 2025 12:03:14 GMT

Hi @Hitch51.

This option to switch isn't currently available via the app, but if this were to change I'd be sure to let you know.

If your texts are sending then you'll still be able to do this via the text service like @Alex_H mentioned, or you can also call us from anywhere in the world on +44 7953 966 250.

Alternatively, you can also call through a VOIP service like Skype on +44 800 079 8586.

Peter

Re: Roam Inclusive Package

Hitch51 — Sat, 19 Apr 2025 06:29:41 GMT

You misunderstand. My app says I cannot change until May 17 (30 days time). Even if you are right that this can be overridden by a phone call, I bought this expensive plan precisely to avoid the hassle of getting off planes and needing to wrestle with mobile phone companies. You have thus made the plan materially worse half way through my contract. I have been a customer since you were called Orange and I expect to be treated better than this!

Re: Roam Inclusive Package

Ali_A — Sat, 19 Apr 2025 08:48:15 GMT

@Hitch51

While the app says it cannot be change until a future date, we can assure you you'll be able to change the roaming version you are using much sooner. There is no need to contact Customer Service to make the change as you can do this via text message. You can ignore the date it shows on the app.

In the near future, the app will be updated to also allow making the change without limitation, as well as no longer showing a future date.

Sorry for any confusion this may have caused.

Ali

Re: Roam Inclusive Package

Bill40063 — Sat, 19 Apr 2025 16:57:24 GMT

I’ve managed to get EE to switch me to EU roaming and will leave a month before I go to the US and the end of my contract. Twice the customer services team have said they will reinstate athe old roaming packages and twice it hasn’t happened. Don’t believe them.

BT have ruined EE

Re: Roam Inclusive Package

Ali_A — Sun, 20 Apr 2025 12:20:48 GMT

Hi @Bill40063

The 30-day bar, which prevents you swapping Inclusive Extras, has been removed from Text Service for roaming.

Can you text ‘PICK’ to 150, to swap between EU & ROW1 without restriction? (At the moment the bar remains in the App).

Ali

Re: Roam Inclusive Package

Hitch51 — Mon, 21 Apr 2025 07:26:43 GMT

This is nonsense. You introduced this change in November so, if the app still says 30 days, that must have been the intention and clearly still is. Fobbing us off with talk of how it can be overridden if we call or text is pathetic. I laughed particularly at the suggestion from @Peter_W that we could call using Skype! @@Bill40063 is right. EE is no longer a business that behaves properly and, given that this is what happened to Plusnet, it sounds likely that BT's malign influence is the cause. O2 seems to offer what EE did offer and actually at a cheaper price so I will vote with my feet as well. Unfortunately, unlike Bill, my contract still has 9 months to run.

Re: Roam Inclusive Package

Gary187570 — Fri, 25 Apr 2025 07:53:37 GMT

Could you tell me how to switch to ROW zone 1 please as i cant see an option on my app

Re: Roam Inclusive Package

Chris_S — Fri, 25 Apr 2025 11:00:59 GMT

Hi @Gary187570 You'll receive a welcome text when you land in your destination, which will link you to your pass options. Meaning you can enjoy your break with maximum peace of mind.

Are you still in the UK, or are you already outside of the country?

Chris S

Re: Roam Inclusive Package

Gary187570 — Sun, 27 Apr 2025 15:03:55 GMT

Sent from Yahoo Mail for iPhone

Re: Roam Inclusive Package

Matt_124 — Sun, 27 Apr 2025 15:42:57 GMT

If you are on an All Rounder or Full Works plan taken out before August 29th 2024 and this is an Inclusive Extra option you are enquiring about, you would likely need to call Customer Services on 150 so they can switch it.

The option is usually found in Mobile Add-ons > Inclusive Extras > View Inclusive Extras > Change Inclusive Extras and this allows you to select what option you want to change it to.

The button is likely greyed out if it has been changed over to something else within the last 30 days, either by yourself or EE when removing the older Roam Abroad Pass Inclusive Extra.

Depending on your circumstances, EE Customer Services can change this over for you if you call them.

Re: Roam Inclusive Package

LauraC859 — Fri, 09 May 2025 21:49:31 GMT

I am equally annoyed by this change. Like others I received a text and rang EE with my concerns. I was told that as long as I didn’t change my inclusive extra away from the old ‘roam further’ or whatever it was called then I would receive the same Roaming as I had before EE changed it. However if I swapped to a different inclusive extra it would be lost. EE have now changed it automatically to the EU only one (or whatever they are now touting it to be) and like others on the app I can’t change until tomorrow. I wasn’t informed it had been changed which is really irritating and again, like others have said it’s made things more difficult than they were before. I still have a year left in my contract but will be seriously considering other providers as feel really let down.
How can you just change a contract mid contract? If I did that I guarantee that EE would be chasing me for money….yet the other way round…it costs the customer more. Very poor EE. Do better.

Re: Roam Inclusive Package

Michael_D — Sat, 10 May 2025 08:50:31 GMT

Hi @LauraC859

Thanks for coming to the community.

I can understand your concern at the change. You certainly shouldn't have been told that Roam Further would remain in place as long as you didn't change.

The range of inclusive extras is always subject to change, which is outlined in the Inclusive Extras Terms and Conditions. In this instance the default of EU roaming is set up as it is likely to be used by more customers.

Are you currently abroad in a ROW 1 zone country?

If you are, can you try to text PICK to 150 to see if you can change the inclusive extra?

Moving forwards, it will be something that you can change every 30 days.

Michael

Re: Roam Inclusive Package

Hitch51 — Tue, 13 May 2025 06:27:19 GMT

Interesting that EE's story has changed. Previous EE replies to this thread implied that the 30 day restriction on the app could always be over-ridden with a call or text to EE. Now, @Michael_D says that, if EE has put you in the wrong one, it MIGHT change you if you call them but, "moving forwards", you can only "change every 30 days". If so, I do not care what page 94 of the T&Cs says, the key feature of this plan, the ability to travel from London to Paris and then to New York free of roaming charges, has been unilaterally withdrawn. I would say shame on you, EE but this is seemingly a company without shame.