04-03-2024 03:28 PM
Hi
I have an "inclusive extras" add on to my contract covering the addition of the EU and USA taken out late in 2023, and I am based in the UK. Having sent a text message to a UK mobile number on roaming in the US on my current trip I have been charged. I thought the add on I have was supposed to cover all data, texts and calls currently on my normal contract. Has anyone else found this issue or understands why this cost has appeared?
Thanks
Solved! See the answer below or view the solution in context.
04-03-2024 04:17 PM
04-03-2024 03:34 PM
Hello @MikeyBN.
Do you have Roaming Pass selected as your inclusive extra? if yes, does this show active in your EE account?
Speak soon,
Katie
04-03-2024 03:40 PM
Hi @Katie_B
Thanks for replying. The answer is yes, and shows as:-
"
"
included as an "inclusive extra" in my account. Any thoughts?
Thanks
04-03-2024 03:41 PM
How much were you charged?
04-03-2024 03:42 PM
Thanks for confirming @MikeyBN.
Have you been able to use your phone and send other texts without being charged?
Are you aware if an Emoji was sent or a picture?
Katie
04-03-2024 03:46 PM
The charge was £0.63 @XRaySpeX
04-03-2024 03:47 PM
Hi @Katie_B
Not tried, as was worried I would get charged more. The message was plain text from what I can see.
04-03-2024 03:50 PM
That's strange, if you have the Roam Abroad Pass active on your account all standard text messages should be inclusive @MikeyBN.
I'd recommend giving us a call so our billing team can look into this further for you.
Katie
04-03-2024 03:51 PM
04-03-2024 03:52 PM