topic Re: Charged for calls which should be included when in USA on a roaming addon in Contracts & Billing

Charged for calls which should be included when in USA on a roaming addon

Archgard — Wed, 23 Oct 2024 16:33:01 GMT

I have a Roaming addon and am i. The USA. I have been charged for texts and calls to the UK which has used up my cap, however these callls should be included in my roaming addon - why has this happened

Re: Charged for calls which should be included when in USA on a roaming addon

Katie_B — Wed, 23 Oct 2024 17:13:09 GMT

Hello @Archgard.

Welcome to the EE Community.

I am very sorry to hear this.

What add-on do you have?

Are you a pay as you go or pay monthly customer?

Speak soon,

Katie

Re: Charged for calls which should be included when in USA on a roaming addon

Archgard — Wed, 23 Oct 2024 17:24:24 GMT

I have the £25 Roam Anywhere pass and received a text from EE confirming this was active and that all data/texts/uk calls would be out of my standard allowance, which is unlimited for all 3. I am a pay monthly customer. I have not exceeded my fair usage data allowance of 50GB

Re: Charged for calls which should be included when in USA on a roaming addon

Katie_B — Wed, 23 Oct 2024 17:38:43 GMT

That's right calls and texts should be included @Archgard.

Does the pass show active on your EE account?

Are the charges to standard mobile numbers in the UK?

Katie

Re: Charged for calls which should be included when in USA on a roaming addon

Archgard — Wed, 23 Oct 2024 17:56:24 GMT

Hi Katie, yes it is active (and as I said I had a text from EE confirming it was active), and call was to a family UK landline. I am also being charged for texts to a UK mobile.

Re: Charged for calls which should be included when in USA on a roaming addon

Linzi_H — Thu, 24 Oct 2024 08:33:16 GMT

Thanks for letting us know @Archgard

Following on from @Katie_B's advice, this should be included if you have the Roam Abroad Pass active. I am so sorry that you have additional charges showing, and I know you will be eager to find out why this is happening.

The best thing to do is contact us directly so we can review your account and get this resolved.

Linzi