15-05-2017 04:10 PM
I recently changed / upgraded from 4g extra to 4gee max because the guy in the shop said I would be able to use my phone in USA, where I now am.
my account says EU but not USA, any help?
15-05-2017 04:13 PM - edited 15-05-2017 04:21 PM
Thank you for taking the time to visit the Community.
What date did you upgrade from your EE Extra Plan to the Max Plan?
When you arrived in the U.S. you should have received a welcome text, does the text message state you can use your minutes, texts and data while in the U.S.?
15-05-2017 04:35 PM
Hello, I updated on May 12 and travelled to USA on May 13. Only text I got was the standard opt in for £4 for 500mb a day and £5 for calls a day
I hope they haven't mis-sold me?
15-05-2017 04:41 PM - edited 15-05-2017 04:45 PM
Thank you for taking the time to reply @Physcotim.
As you upgraded on the 12th May 2017, you should have been placed onto the 2017 Max Plan which now includes USA in the roaming benefits.
It would appear you have been placed onto the old 2016 Max Plan which does not include roaming in the U.S.
I would recommend you speak to customer service using Live Chat, explain the situation and they will be able to change your price plan.
15-05-2017 04:46 PM
Hi @Physcotim and welcome to the Community.
Your tariff may be in the process of changing as they normally take effect from your next billing cycle.
So I can get you to the correct team, please may I know if you are using an EE personal or business account?
15-05-2017 05:29 PM
Please pop to the live chat link.
This can be found in your Private Messages.
Our customer service team will be able to assist with your issue.
The link will be active from now till 8pm (UK TIME).
Let me know how you get on.
16-05-2017 07:40 AM