Roaming charges in the USA with inclusive extras add on

[MikeyBN]

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

[Katie_B]

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

[MikeyBN]

Hi @Katie_B 

Thanks for replying. The answer is yes, and shows as:-

"

Roam Abroad Pass

•  Use your minutes, texts and data in more destinations, including 47 EU countries
•  No roaming charges in the EU, USA, Australia and more

"

included as an "inclusive extra" in my account. Any thoughts?

Thanks

[XRaySpeX]

How much were you charged?

[Katie_B]

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

[MikeyBN]

The charge was £0.63 @XRaySpeX 

[MikeyBN]

Hi @Katie_B 

Not tried, as was worried I would get charged more. The message was plain text from what I can see.

[Katie_B]

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

[MikeyBN]

Really sorry @Katie_B and @XRaySpeX I realise this was from my recent trip to South Africa but only just noticed it when I was in the USA. I am going to check now that text to UK is working fine and will confirm back.

[Katie_B]

No problem @MikeyBN. 

Please keep us updated. 

Katie 🙂