EU Roaming incorrect in my account

[nevillesharman2]

I signed up for another 12 months on a sim only deal which includes EU roaming for free (confirmed in phone conversations and my list of add ons), however, when I look on the EE app or online they both show that I would have to pay £2.47 per day.

This is not the case everyday as one day it says included and the next I have to pay and then a few days later included again. I have even seen different answers on app and online! Currently shows I would have to pay.

I spoke with a member of the Customer Loyalty team (having requested my PAC with a view to moving to someone else) and she advised I do indeed have EU Roaming included and they know about the issue and are trying to fix it (over a year now), and further I will have to claim back the charges when I return from my EU holiday.

All very frustrating!

Anyone else can advise if they are seeing the same? What happened when you went abroad? 

[Chris_S]

@nevillesharman2 It's great news that you've got clarification that your EU calls, texts and data are included in your plan.

Hopefully that's all sorted for you now.

[nevillesharman2]

No not really as EEs online and app tech does not seem to know that and also changes its mind regularly it would seem.

I wont know the reality until I get to Eu foreign ports and just hope it all actually works correctly.

Also promised a text message of conformation which is yet to be received!

[nevillesharman2]

No text confirmation received so rang 150 again today and spoke to a different agent. He also advised I have included Free EU Roaming and has sent a text message to that effect, HOWEVER...

He advises me that if I am in EU and make a call or send a text to the UK I will be charged international rates.

This is certainly not the case with O2 included EU Roaming and has never been the case previously.

Also, can I call another mobile also in EU (the wife is on O2)?

Anyone know if that is correct?

Can I call another mobile in EU/

Can I ring or text UK without international charges?

[Alex_H]

Hi @nevillesharman2,

I am very sorry you have received some conflicting information up to this point when calling us. That information from your latest call is incorrect, when you have an inclusive EU roaming add-on you would be able to make calls and texts to numbers within the EE Europe Zone as well as calls and texts back home to the UK/UK numbers without extra cost. 

You can check this using our online roaming checker here, select the country you want to roam to, when your plan started and that you do have a roaming inclusive add-on and it will then come up with a box confirming the above is within your allowance. Roaming Costs | Help | EE

Regarding your previous messages about the add-ons showing in your online account, just to help clarify that is normal for both to show. The £2.47 daily charge add-on is built into all of our plans post 7th July 2021, you can have a separate add-on active which does make EU roaming free which it sounds like you can see in your list of add-ons and have also had confirmed when calling 150, but it does not remove the daily charge add-on that is built into the plan from showing, it would just disable it.

Alex

[nevillesharman2]

thanks Alex that makes much more sense

[Alex_H]

No problem @nevillesharman2 happy to help confirm, just drop us another message if you have any follow up questions 🙂

[XRaySpeX]

---

@nevillesharman2 wrote:

He also advised I have included Free EU Roaming  

He advises me that if I am in EU and make a call or send a text to the UK I will be charged international rates.

---

Those 2 statements are contradictory! Therefore can you believe anything you've been told over the phone? Rather believe the official EE stance that I outlined in Re: EU Roaming incorrect in my account - The EE Community

We still don't know whether you really have Free EU Roaming . To pin this down show us an image of your add-ons on your a/c at a time when it shows  it says included.