why are you charging me for roaming in USA when I have inclusive add on

[whydoidothis]

today (23 October 2024),  you send me text messages saying i reached my £50 limit but I have roaming inclusive.

i also notice people in UK are also having problems with their limits being met when they haven't even reached their limits.

what is going on?  I have removed the cap as need my phone to be working but as i have inclusive roaming to USA, how are you going to sort this out.

[Leanne_T]

Hi @whydoidothis 

I understand how frustrating this is for you, and I am very sorry we have no access to get this sorted on the community, 

Can you call other numbers OK? 

Are you able to try calling us from any other phone and the team can get this looked into? 

Thanks.

Leanne. 

[whydoidothis]

thank you.  Other numbers are fine, albeit, you are still charging me for calling back to the UK even though I have the roaming pass add-on.

But both of those numbers provided do not work and I have tried calling from different locations in the USA.

Would be good if someone can also look into this and also why doesn't EE offer web chat support?

It is frustrating to be in this position and indeed it also impacts other customers as well.

[Leanne_T]

I am sorry this would not be possible on the community @whydoidothis 

Could you try calling when not connected to WiFi, does the call connect? 

If not, you can try using Skype and calling us on +44 800 079 8586 to get the account sorted. 

Leanne. 

[whydoidothis]

thank you but even when not connected to WiFi it still does not connect.

Will have to wait until I am back in UK next week to sort this out.

thanks anyway

[Leanne_T]

If you have access to another phone or VoIP such as Skype, please could you try us again when you get the chance @whydoidothis 

I hope you enjoy the rest of your trip. 

Leanne.