topic Re: why are you charging me for roaming in USA when I have inclusive add on in Contracts & Billing

why are you charging me for roaming in USA when I have inclusive add on

whydoidothis — Wed, 23 Oct 2024 15:50:26 GMT

today (23 October 2024), you send me text messages saying i reached my £50 limit but I have roaming inclusive.

i also notice people in UK are also having problems with their limits being met when they haven't even reached their limits.

what is going on? I have removed the cap as need my phone to be working but as i have inclusive roaming to USA, how are you going to sort this out.

Re: why are you charging me for roaming in USA when I have inclusive add on

whydoidothis — Wed, 23 Oct 2024 16:03:19 GMT

today (23 October 2024), you send me text messages saying i reached my £50 limit but I have roaming inclusive.

i also notice people in UK are also having problems with their limits being met when they haven't even reached their limits.

what is going on? I have removed the cap as need my phone to be working but as i have inclusive roaming to USA, how are you going to sort this out.

this is really frustrating.

Re: why are you charging me for roaming in USA when I have inclusive add on

Chris_B — Wed, 23 Oct 2024 16:28:17 GMT

@whydoidothis can you please post a picture of this inclusive roaming shown on your account. Just remove any personal information first.

Re: why are you charging me for roaming in USA when I have inclusive add on

whydoidothis — Wed, 23 Oct 2024 17:10:40 GMT

thanks. here it is.

Re: why are you charging me for roaming in USA when I have inclusive add on

Peter_W — Wed, 23 Oct 2024 18:06:24 GMT

Thanks for sending that over to us @whydoidothis.

Welcome to the EE Community too!

Are you still able to use your services at the moment?
Also if you try sending a text with AL to 150, does this mention the same £50 charge?
Peter

Re: why are you charging me for roaming in USA when I have inclusive add on

whydoidothis — Wed, 23 Oct 2024 20:27:29 GMT

thank you.

it says current charges are £40.79 and this shows for the roaming i have done so far in USA.

it has charged me for calls back to the UK which it shouldn't be charging me for calls to UK landline and mobile phones.

can someone please look into this as I am out in the USA for another 6 days and I need to be able to make calls back to the UK, so don't really want to then get back home and have to discuss a large bill for something I should not be charged for.

thanks.

Re: why are you charging me for roaming in USA when I have inclusive add on

whydoidothis — Wed, 23 Oct 2024 20:38:46 GMT

Hi there. this was my thread which I started and I have been charged for calls back to the UK from USA.

I have always had the roam abroad pass.

can someone please sort this out. I am going to be in USA for another 6 days and need to continue making my calls back to UK but I don't want to then get a bill running into hundreds of pounds for something that is included and have to then sort out on my return.

Re: why are you charging me for roaming in USA when I have inclusive add on

Linzi_H — Thu, 24 Oct 2024 07:37:13 GMT

I know you'll be eager to get this checked out @whydoidothis, and an explanation as to what's going on.

We don't have any account access here I'm afraid, but if you call us directly our team can review any charges you're seeing.

Linzi

Re: why are you charging me for roaming in USA when I have inclusive add on

whydoidothis — Thu, 24 Oct 2024 13:25:32 GMT

And when trying to call you on +447953966250 as shown on the text messages that get sent out to customers the number doesn’t even work.
it really is frustrating to have to deal with this due to some very poor communication and wrong info from EE.

Re: why are you charging me for roaming in USA when I have inclusive add on

whydoidothis — Thu, 24 Oct 2024 13:37:46 GMT

And when calling the number on the link you gave fails all the time.

Re: why are you charging me for roaming in USA when I have inclusive add on

Leanne_T — Thu, 24 Oct 2024 15:25:04 GMT

Hi @whydoidothis

I understand how frustrating this is for you, and I am very sorry we have no access to get this sorted on the community,

Can you call other numbers OK?

Are you able to try calling us from any other phone and the team can get this looked into?

Thanks.

Leanne.

Re: why are you charging me for roaming in USA when I have inclusive add on

whydoidothis — Thu, 24 Oct 2024 15:31:05 GMT

thank you. Other numbers are fine, albeit, you are still charging me for calling back to the UK even though I have the roaming pass add-on.

But both of those numbers provided do not work and I have tried calling from different locations in the USA.

Would be good if someone can also look into this and also why doesn't EE offer web chat support?

It is frustrating to be in this position and indeed it also impacts other customers as well.

Re: why are you charging me for roaming in USA when I have inclusive add on

Leanne_T — Thu, 24 Oct 2024 15:53:00 GMT

I am sorry this would not be possible on the community @whydoidothis

Could you try calling when not connected to WiFi, does the call connect?

If not, you can try using Skype and calling us on +44 800 079 8586 to get the account sorted.

Leanne.

Re: why are you charging me for roaming in USA when I have inclusive add on

whydoidothis — Thu, 24 Oct 2024 16:20:18 GMT

thank you but even when not connected to WiFi it still does not connect.

Will have to wait until I am back in UK next week to sort this out.

thanks anyway

Re: why are you charging me for roaming in USA when I have inclusive add on

Leanne_T — Fri, 25 Oct 2024 07:20:12 GMT

If you have access to another phone or VoIP such as Skype, please could you try us again when you get the chance @whydoidothis

I hope you enjoy the rest of your trip.

Leanne.