Inclusive extras

[Idcormack]

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.  

[jbrodger]

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. 

[Idcormack]

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

[Matt_124]

@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 

[jbrodger]

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. 

[Idcormack]

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

[Matt_124]

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.

[Idcormack]

For some reason, no chat function i can use

[Matt_124]

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.

[askmetro]

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.