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? 

[nevillesharman2]

As a long time EE customer 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? 

[XRaySpeX]

You would only pay the £2.47 on the days that you used any of your UK allowances in the EU. If you use none of them you do not pay.

Before you upgraded, when did you start your previous contract?

[nevillesharman2]

Sorry this does not cover the issue. I have had multiple verbal confirmations that EU roaming is free up to my data call and text limit and I will not be charged, however the app and website says different!!!

[Katie_B]

Hi @nevillesharman2. 

Do you have a plan that has includes Inclusive Extras?

Katie

[nevillesharman2]

Yes I have Add Ons including EU Roaming for Free showing in my account and have been advised multiple times that this means I will not be charged for using my data, minutes and texts in the EU.

Absolutely looks like EEs systems not recognising this consistently on app and online

[XRaySpeX]

Show us an image of these Roaming add-ons on your a/c.

The only ways to have free EU roaming with EE is to have a contract started before 07/07/2021 or to have a contract with Inclusive Extras incl. the Roam Abroad Pass.

[nevillesharman2]

I have the EU roam for free add on and was again confirmed again on Friday by EE Customer Loyalty that I definitely have free EU roaming up to my contracted amounts, but they acknowledged they have an issue on app and online with it not showing correctly when you check the cost of EU roaming so sorry that is not what i was told at point of contract and again on Friday by EE

[Chris_S]

Hi @nevillesharman2 This is something we'd need to look into for you so I'd recommend giving our customer service team a call on 150 from your EE phone

[nevillesharman2]

Just spoken with 150 (again)

They absolutely, categorically confirm I have FREE roaming in the EU within my contract and should not be charged for services within my limits in the EU.

They cannot explain why on 30th July the App said Good News its all included for Spain but by 1st August (and today) it states £2.47 per day to roam in Spain

Asked me to trust the system will work when I next Roam in EU