topic Re: Roaming charges in the USA with inclusive extras add on in Contracts & Billing

Roaming charges in the USA with inclusive extras add on

MikeyBN — Mon, 04 Mar 2024 15:28:06 GMT

I have an "inclusive extras" add on to my contract covering the addition of the EU and USA taken out late in 2023, and I am based in the UK. Having sent a text message to a UK mobile number on roaming in the US on my current trip I have been charged. I thought the add on I have was supposed to cover all data, texts and calls currently on my normal contract. Has anyone else found this issue or understands why this cost has appeared?

Thanks

Re: Roaming charges in the USA with inclusive extras add on

Katie_B — Mon, 04 Mar 2024 15:34:54 GMT

Hello @MikeyBN.

Do you have Roaming Pass selected as your inclusive extra? if yes, does this show active in your EE account?

Speak soon,

Katie

Re: Roaming charges in the USA with inclusive extras add on

MikeyBN — Mon, 04 Mar 2024 15:40:07 GMT

Hi @Katie_B

Thanks for replying. The answer is yes, and shows as:-

Roam Abroad Pass

Use your minutes, texts and data in more destinations, including 47 EU countries
No roaming charges in the EU, USA, Australia and more

included as an "inclusive extra" in my account. Any thoughts?

Thanks

Re: Roaming charges in the USA with inclusive extras add on

XRaySpeX — Mon, 04 Mar 2024 15:41:16 GMT

How much were you charged?

Re: Roaming charges in the USA with inclusive extras add on

Katie_B — Mon, 04 Mar 2024 15:42:05 GMT

Thanks for confirming @MikeyBN.

Have you been able to use your phone and send other texts without being charged?

Are you aware if an Emoji was sent or a picture?

Katie

Re: Roaming charges in the USA with inclusive extras add on

MikeyBN — Mon, 04 Mar 2024 15:46:29 GMT

The charge was £0.63 @XRaySpeX

Re: Roaming charges in the USA with inclusive extras add on

MikeyBN — Mon, 04 Mar 2024 15:47:31 GMT

Hi @Katie_B

Not tried, as was worried I would get charged more. The message was plain text from what I can see.

Re: Roaming charges in the USA with inclusive extras add on

Katie_B — Mon, 04 Mar 2024 15:50:56 GMT

That's strange, if you have the Roam Abroad Pass active on your account all standard text messages should be inclusive @MikeyBN.

I'd recommend giving us a call so our billing team can look into this further for you.

Katie

Re: Roaming charges in the USA with inclusive extras add on

MikeyBN — Mon, 04 Mar 2024 15:51:25 GMT

Really sorry @Katie_B and @XRaySpeX I realise this was from my recent trip to South Africa but only just noticed it when I was in the USA. I am going to check now that text to UK is working fine and will confirm back.

Re: Roaming charges in the USA with inclusive extras add on

Katie_B — Mon, 04 Mar 2024 15:52:15 GMT

No problem @MikeyBN.

Please keep us updated.

Katie 🙂

Re: Roaming charges in the USA with inclusive extras add on

XRaySpeX — Mon, 04 Mar 2024 16:04:08 GMT

That + VAT= 76p is the price of a plain text when you don't have the Roam Abroad Pass. Are you sure you have PICKED that Inclusive Extra as active?

Re: Roaming charges in the USA with inclusive extras add on

MikeyBN — Mon, 04 Mar 2024 16:17:11 GMT

As I thought, just sent a message to a UK text and my billing account shows it is included in the roaming cost.

Thanks @XRaySpeX @Katie_B apologies for the false alarm.

😕

Re: Roaming charges in the USA with inclusive extras add on

XRaySpeX — Mon, 04 Mar 2024 16:26:13 GMT

That's OK! Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

Re: Roaming charges in the USA with inclusive extras add on

Katie_B — Mon, 04 Mar 2024 16:27:16 GMT

Thanks for letting us know @MikeyBN.

Have a great visit to the States.

Katie