topic Re: EU Roaming - confusing messaging in Roaming

EU Roaming - confusing messaging

Gronglebert — Wed, 30 Jul 2025 14:54:33 GMT

I received a promotion text from EE yesterday to say "Graeme, got a trip planned? Lucky you - you don't need to worry about EU roaming because it's covered in your plan."

Today I received the following "Hi Graeme,

We're sorry, we recently sent you a message about EU Roaming that included some incorrect information. Your plan doesn't allow you to use your minutes or data abroad just yet. But don't worry, we've made it easy, we'll drop you a message when you land, and you can add a roaming pass then if you need one."

I've just logged into my account on the EE app to check my plan because I was sure that I had an EU Roaming pass as an inclusive add-on. Sure enough, it is listed in my inclusive add-ons. This messaging is really confusing and unhelpful. How do I clear this up?

Re: EU Roaming - confusing messaging

XRaySpeX — Wed, 30 Jul 2025 15:00:00 GMT

What's the name of your plan & when did you take it out?

Re: EU Roaming - confusing messaging

Gronglebert — Wed, 30 Jul 2025 15:22:35 GMT

EE All Rounder 125GB, current plan started October 2023. The screenshot below shows my inclusive extras on the EE app

Re: EU Roaming - confusing messaging

XRaySpeX — Wed, 30 Jul 2025 16:00:43 GMT

You do have an inclusive & active EU Roaming Pass. The 2nd msg is erroneous.

Re: EU Roaming - confusing messaging

Matt_124 — Wed, 30 Jul 2025 16:08:15 GMT

It'll be because its not included in the core allowances of your plan, but is provided through the selection of an Inclusive Extra. Not having this Inclusive Extra selected would result in needing to pay for a Pass, as such it is not technically "covered in your plan" as there is action required on the customer's behalf to set it up.

The reason for the clarification/apology message would be for those who use their Inclusive Extra on something else, it could have given them a false sense of security that they wouldn't be charged.

In your case you're all sorted and shouldn't have to pay for a pass while you've got Roaming Pass EU selected.

The message was likely sent to all of those on All Rounder or Full Works plans and there was no thought for the different versions of the plan.

Those on All Rounder or Full Works plans taken on or after 29th August 2024 will have EU Roaming included in their plan automatically, without needing to select an Inclusive Extra to cover this. The message was likely catered to those newer plans.

Re: EU Roaming - confusing messaging

Gruntn90 — Thu, 31 Jul 2025 10:37:30 GMT

Would that be the case for people that never received a message about eu roaming prior to that text, as i received it too but never got anything beforehand.

kinda made me feel something was wrong with my account security. But if that was just a marketing ploy they really need to word that better

Re: EU Roaming - confusing messaging

Chaos316 — Tue, 12 Aug 2025 13:45:07 GMT

I got the same message today and found it very bizarre. Ive not left the house so worried someone had spoofed my number. EE - any explanation??

Re: EU Roaming - confusing messaging

Ali_A — Tue, 12 Aug 2025 16:27:25 GMT

Hi @Chaos316

We're sending out the roaming messages as it's the summer and traditionally when many people plan to go abroad.
You don't have to be abroad to receive reminder messages about plan allowances for roaming.

Hope this helps!

Ali

Re: EU Roaming - confusing messaging

Chaos316 — Tue, 12 Aug 2025 16:36:29 GMT

Thanks Ali for the reply, but maybe the wording should be a bit clearer to
say "if you are planning on going abroad..". Its very much read like the
messages you receive when you switch to roaming network.

Take care.

Re: EU Roaming - confusing messaging

Debbie_G — Wed, 13 Aug 2025 08:27:52 GMT

Thanks for getting back to us, @Chaos316.

If possible, could you please post a screenshot of the message you received, ensuring any personal information is removed.

Debbie