Cancel contract due to Roaming Pass price increase?

[Redmi]

When signing up to your 24-month mobile contract recently, the deciding factors were the price of the plan itself, as well as the price of the addons advertised as benefitting EE users. Your recent Roaming Pass price announcement, increasing the price from £15 to £25 per month from October is not only not in line with the Consumer Price Index, but is also a price increase outside of your annual price increase in March.

As such, please confirm EE customers can cancel their contracts without incurring penalties.

[Christopher_G]

OK, thanks @Tony319 

If you would like to discuss your particular plan and benefits, I'd recommend speaking to our Mobile Care team so they can look into it. If you would like to raise a complaint, you can do so on our this online form. Our complaints team will then be in touch with you to discuss further.

Chris

[Marc-tt]

Ahead of an upcoming Europe trip, I checked my EE app to confirm the Roam Abroad Pass was still enabled on my account. 
Totally shocked to see it say £25. I’ve had no communication from EE despite it being enabled. 

Like others, I included the roaming pass price alongside the base contract price when deciding to switch to EE from Vodafone after 10+ years. The Roam Abroad Pass was £10 when I signed up. Bad enough for it to go up to £15, but now £25 and without any communication is beyond a joke, unprofessional, and price gouging. 

What a mistake I made in switching to EE. 

Like others, I wish to exit from this contract. I hope EE will do so amicably, but note I have no qualms whatsoever in raising a complaint, and failing that, contacting the CEO office directly, or following the Small Claims Court/legal route. The advice posted earlier in this thread from Ofcom clearly is in the favour of us consumers. 

If anyone from EE is reading this, I hope you’ll make the people who are in charge of this aware.  

[Chris_B]

@Marc-tt   So roaming isn’t part of your contract it’s optional.   Yes it’s disgusting at this price.   Not sure you actually have any legal standing as you’ve not paying for a service unless you want it at any particular time and roaming is optional not contractual.    So small claim court for what exactly?   

And you clearly say you included the old £10 roaming cost when you decided to switch.    That £10 old roaming cost still was optional not contractual and wasn’t part of your contract that you agreed too.    

Best of luck if you do take this further and I really do mean that.  

[Marc-tt]

According to Ofcom, the roaming add-on is considered part of core contract in certain circumstances.

See the last page of this letter from Ofcom: Roaming services and customer rights to exit following contractual modifications (ofcom.org.uk)

Given I, like many others, consider it central to my service (given I travel and roam frequently) and that the roaming pass is a recurring charge appearing on my bill each month, it's considered part of the contract.

Perhaps the best route forward should EE not agree is to raise a complaint to Ofcom for them to force EE's hand.

[XRaySpeX]

@Marc-tt : OFCOM don't handle individual complaints.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

[Marc-tt]

Thanks for clarifying the process!

[XRaySpeX]

@Marc-tt : Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

[Cmee1]

Is it just me or is the cost of a roaming pass ridiculous at £25 per month. Used to be £10 per month. Other companies don’t charge for roaming so is this just another scam from EE. 

[Chris_B]

@Cmee1  yes it’s ridiculous.   It was £10 then this year it went to £15 but only a month ago it changed to £25.  Your best option is to have a tariff with a smart benefit.    

 Not sure why you’re saying scam as you know what you’re paying for.    

[StueyD]

To be honest, says it all that a Community Hero didn’t know about it! I didn’t until I text yesterday asking for a roaming pass and just noticed the price different before I replied! Thought it was a typo.

 Definitely dumping EE when my contract ends in 6 months… is left a bad taste in my mouth.

Just FYI - you can buy 10GB for £10 Three SIM card with roaming or 20GB for £10 Tesco Mobile SIM (both PAYG) and can roam, which is what I’ve done. For less than the cost of EE’s £25 I’ve snapped up both. Am keen to see how both networks perform as I might switch to them.