topic Re: EU Roaming incorrect in my account in Contracts & Billing

EU Roaming incorrect in my account

nevillesharman2 — Sun, 04 Aug 2024 10:29:17 GMT

I signed up for another 12 months on a sim only deal which includes EU roaming for free (confirmed in phone conversations and my list of add ons), however, when I look on the EE app or online they both show that I would have to pay £2.47 per day.

This is not the case everyday as one day it says included and the next I have to pay and then a few days later included again. I have even seen different answers on app and online! Currently shows I would have to pay.

I spoke with a member of the Customer Loyalty team (having requested my PAC with a view to moving to someone else) and she advised I do indeed have EU Roaming included and they know about the issue and are trying to fix it (over a year now), and further I will have to claim back the charges when I return from my EU holiday.

All very frustrating!

Anyone else can advise if they are seeing the same? What happened when you went abroad?

Re: EU Roaming incorrect in my account

nevillesharman2 — Sun, 04 Aug 2024 10:26:06 GMT

As a long time EE customer I signed up for another 12 months on a sim only deal which includes EU roaming for free (confirmed in phone conversations and my list of add ons), however, when I look on the EE app or online they both show that I would have to pay £2.47 per day.

All very frustrating!

Anyone else can advise if they are seeing the same? What happened when you went abroad?

Re: EU Roaming incorrect in my account

XRaySpeX — Sun, 04 Aug 2024 11:28:02 GMT

You would only pay the £2.47 on the days that you used any of your UK allowances in the EU. If you use none of them you do not pay.

Before you upgraded, when did you start your previous contract?

Re: EU Roaming incorrect in my account

nevillesharman2 — Sun, 04 Aug 2024 11:40:33 GMT

Sorry this does not cover the issue. I have had multiple verbal confirmations that EU roaming is free up to my data call and text limit and I will not be charged, however the app and website says different!!!

Re: EU Roaming incorrect in my account

Katie_B — Sun, 04 Aug 2024 12:47:07 GMT

Hi @nevillesharman2.

Do you have a plan that has includes Inclusive Extras?

Katie

Re: EU Roaming incorrect in my account

nevillesharman2 — Sun, 04 Aug 2024 12:56:52 GMT

Yes I have Add Ons including EU Roaming for Free showing in my account and have been advised multiple times that this means I will not be charged for using my data, minutes and texts in the EU.

Absolutely looks like EEs systems not recognising this consistently on app and online

Re: EU Roaming incorrect in my account

XRaySpeX — Sun, 04 Aug 2024 13:05:24 GMT

Show us an image of these Roaming add-ons on your a/c.

The only ways to have free EU roaming with EE is to have a contract started before 07/07/2021 or to have a contract with Inclusive Extras incl. the Roam Abroad Pass.

Re: EU Roaming incorrect in my account

nevillesharman2 — Sun, 04 Aug 2024 14:07:52 GMT

I have the EU roam for free add on and was again confirmed again on Friday by EE Customer Loyalty that I definitely have free EU roaming up to my contracted amounts, but they acknowledged they have an issue on app and online with it not showing correctly when you check the cost of EU roaming so sorry that is not what i was told at point of contract and again on Friday by EE

Re: EU Roaming incorrect in my account

Chris_S — Mon, 05 Aug 2024 07:05:12 GMT

Hi @nevillesharman2 This is something we'd need to look into for you so I'd recommend giving our customer service team a call on 150 from your EE phone

Re: EU Roaming incorrect in my account

nevillesharman2 — Mon, 05 Aug 2024 10:43:04 GMT

Just spoken with 150 (again)

They absolutely, categorically confirm I have FREE roaming in the EU within my contract and should not be charged for services within my limits in the EU.

They cannot explain why on 30th July the App said Good News its all included for Spain but by 1st August (and today) it states £2.47 per day to roam in Spain

Asked me to trust the system will work when I next Roam in EU

Re: EU Roaming incorrect in my account

Chris_S — Mon, 05 Aug 2024 11:06:24 GMT

@nevillesharman2 It's great news that you've got clarification that your EU calls, texts and data are included in your plan.

Hopefully that's all sorted for you now.

Re: EU Roaming incorrect in my account

nevillesharman2 — Mon, 05 Aug 2024 11:23:40 GMT

No not really as EEs online and app tech does not seem to know that and also changes its mind regularly it would seem.

I wont know the reality until I get to Eu foreign ports and just hope it all actually works correctly.

Also promised a text message of conformation which is yet to be received!

Re: EU Roaming incorrect in my account

nevillesharman2 — Tue, 06 Aug 2024 10:31:25 GMT

No text confirmation received so rang 150 again today and spoke to a different agent. He also advised I have included Free EU Roaming and has sent a text message to that effect, HOWEVER...

He advises me that if I am in EU and make a call or send a text to the UK I will be charged international rates.

This is certainly not the case with O2 included EU Roaming and has never been the case previously.

Also, can I call another mobile also in EU (the wife is on O2)?

Anyone know if that is correct?

Can I call another mobile in EU/

Can I ring or text UK without international charges?

Re: EU Roaming incorrect in my account

Alex_H — Tue, 06 Aug 2024 11:01:21 GMT

Hi @nevillesharman2,

I am very sorry you have received some conflicting information up to this point when calling us. That information from your latest call is incorrect, when you have an inclusive EU roaming add-on you would be able to make calls and texts to numbers within the EE Europe Zone as well as calls and texts back home to the UK/UK numbers without extra cost.

You can check this using our online roaming checker here, select the country you want to roam to, when your plan started and that you do have a roaming inclusive add-on and it will then come up with a box confirming the above is within your allowance. Roaming Costs | Help | EE

Regarding your previous messages about the add-ons showing in your online account, just to help clarify that is normal for both to show. The £2.47 daily charge add-on is built into all of our plans post 7th July 2021, you can have a separate add-on active which does make EU roaming free which it sounds like you can see in your list of add-ons and have also had confirmed when calling 150, but it does not remove the daily charge add-on that is built into the plan from showing, it would just disable it.

Alex

Re: EU Roaming incorrect in my account

nevillesharman2 — Tue, 06 Aug 2024 11:08:35 GMT

thanks Alex that makes much more sense

Re: EU Roaming incorrect in my account

Alex_H — Tue, 06 Aug 2024 11:22:33 GMT

No problem @nevillesharman2 happy to help confirm, just drop us another message if you have any follow up questions 🙂

Re: EU Roaming incorrect in my account

XRaySpeX — Tue, 06 Aug 2024 12:12:10 GMT

@nevillesharman2 wrote:

He also advised I have included Free EU Roaming

He advises me that if I am in EU and make a call or send a text to the UK I will be charged international rates.

Those 2 statements are contradictory! Therefore can you believe anything you've been told over the phone? Rather believe the official EE stance that I outlined in Re: EU Roaming incorrect in my account - The EE Community

We still don't know whether you really have Free EU Roaming . To pin this down show us an image of your add-ons on your a/c at a time when it shows it says included.