topic Re: Inclusive extras in Contracts & Billing

Inclusive extras

Idcormack — Tue, 01 Apr 2025 18:26:38 GMT

I’ve just had a text message to say you’ve changed my inclusive extra, even tho I didnt ask for this, and noone asked me

I took this contract specifically for the worldwide roaming and if this has now been removed, this isn’t the contract I’ve signed up to.

Re: Inclusive extras

jbrodger — Tue, 01 Apr 2025 18:30:07 GMT

I'm in the same situation, wasn't advised of any changes to this until yesterday/today. I signed up to my contract in August 2024 with 3 inclusive extras as part of the package. Unfortunately I can't seem to make any changes currently through the app or online to the options. I'm hoping I can switch it over to Zone 1 to use in the USA however if I no longer have the 3 inclusive extras it has to be grounds to cancel the contract.

Re: Inclusive extras

Idcormack — Tue, 01 Apr 2025 18:37:12 GMT

I feel exactly the same way - I wouldn’t have signed up to a contract on these terms

Re: Inclusive extras

Matt_124 — Tue, 01 Apr 2025 18:52:52 GMT

@Idcormack @jbrodger

The change took place in December and the old passes have been going through the process of being changed and removed since.

Text messages were sent to many of those affected by the change around December time.

You will have the choice to choose EU Roaming or Roaming Pass ROW (Covers an expanded list of Zone 1 countries inc. the original USA, Canada, Australia, Mexico, New Zealand as well as some new destinations such as Turkey, Thailand, China etc) as Inclusive Extras and you can switch your Inclusive Extra every 30 days as usual.

Info can be found on the new Zones here: ee.co.uk/roamingrefresh

Also a community post from December here announcing the changes: https://community.ee.co.uk/t5/Roaming/Roaming-refresh/m-p/1480939/highlight/true#M3367

You may also want to read the Inclusive Extras T&Cs here in regards to your concerns: https://ee.co.uk/help/terms-and-conditions/add-ons/inclusive-extras

Re: Inclusive extras

jbrodger — Tue, 01 Apr 2025 18:55:29 GMT

Hi @Matt_124,

I never received that notification even although I was impacted.

I was however able to speak to an agent this evening who changed the add on to Zone 1 for me and also confirmed I still have my other inclusive extras. So all good now.

Re: Inclusive extras

Idcormack — Tue, 01 Apr 2025 18:57:51 GMT

I never got a notification, and am really unhappy about this.

Re: Inclusive extras

Matt_124 — Tue, 01 Apr 2025 19:00:09 GMT

You would need to take it up with EE Customer Services then I am afraid.

This is a user forum and none of us on here work for EE or have any account access, all we can do is advise.

Re: Inclusive extras

Idcormack — Tue, 01 Apr 2025 19:01:19 GMT

For some reason, no chat function i can use

Re: Inclusive extras

Matt_124 — Tue, 01 Apr 2025 19:03:53 GMT

The Chat function should be under "Help > Message Us" in the EE App while signed into your Pay Monthly mobile account.

Calling 150 may be more effective at resolving your issue than the Chat function in my experience.

Re: Inclusive extras

askmetro — Sat, 05 Apr 2025 07:32:35 GMT

Absolutely agree, I chose my plan for the inclusive add-ons especially the roaming package, so I switched provider

Now 60% of the way through the contract EE change terms, I asked to leave but they will penalise me for it.

Also the other add-ons such as netflix are not available.

Re: Inclusive extras

ksm — Mon, 07 Apr 2025 21:37:45 GMT

I really don't understand. My "inclusive extra" included the EU and several other countries, including the US. Now I have to choose between the EU OR a set of countries that include the US. I'm in the middle of my contract, and what it includes has been reduced. The messages I'm getting are full of bogus cheerful "great news!" type crap. Getting ripped off is not "great news" for me, although I'm sure it's great news for EE managers and their bonuses. I'm also sure it complies with the letter of various contracts and T&C's, but it's still shabby as hell.

Re: Inclusive extras

John2701 — Tue, 08 Apr 2025 22:04:28 GMT

Even if you eventually find the bit for ROW and select t on the website it still shows as EU only the app

such garbage software not impressed with this and flying to USA tomorrow and get hit with these changes tonight and of course no EE customer support

Re: Inclusive extras

Murtle — Fri, 25 Apr 2025 12:26:30 GMT

I'm in the USA, and now have only an EU roaming pass. I tried to change the pass to ROW on the EE web site but it reports "Inclusive Extra update error" and doesn't apply it. I tried calling 150 but it reports call failed same for +44 150. The app doesn't seem to have a feature to enable me to change my inclusive extra, only view it, so that doesn't help at all. So what can I do?

Re: Inclusive extras

Linzi_H — Fri, 25 Apr 2025 15:58:44 GMT

Hi @Murtle

Welcome to the Community.

Have you tried to text PICK to 150 to change this?
Did you activate Roaming before leaving the UK?

Speak soon,
Linzi