BT customer transferred to EE

[ps62]

Hello 

I recently transferred my mobile phones from BT to EE. I was assured that all of my benefits would be ported over to EE. 
l arrived in Spain to and have been hit with a request for roaming charges. My BT account was set up before 2021 and all of the old benefits apply. Please help me with this as I now have a spend cap and can’t call EE!

[Christopher_G · Accepted solution]

Hi @ps62 

Welcome to the community.

The inclusive EU roaming would only be included if your current EE plan was set up before July 2021. I'm sorry if you have been advised differently.

I would recommend calling our Mobile Care team to discuss this and amend the spend cap, if needed. If you're unable to call from your phone, please call from another EE phone or using a VOiP service, such as Skype.

Chris

[ps62]

Thanks. I have spoken to the customer care team.

[Leanne_T]

Thanks for letting us know @ps62 

Is this now sorted for you? 

Leanne.

[ps62]

Yes- all sorted.

[Leanne_T]

Great news, thanks for the update @ps62 

Leanne 🙂

[Bassman42]

I too had the same situation . I was transferred to ee against my wishes as I was told that bt mobile was moving everyone across and that all our benefits would remain. This is obviously being misled into a detrimental change by the bt sales rep. I was also told that if I cancelled my sim I would incur a penalty charge for leaving early. This is a disgraceful way to treat long serving customers, needless to say I will be leaving ee in a couple of months time.

[Leanne_T]

Hi @Bassman42 

I am very sorry to hear this, which benefits have been lost? 

Have you spoken to our mobile care team?

Leanne.

[Bassman42]

Hi Leanne, the main benefit that was lost was the free European roaming. When transferred we were told that all benefits would move across, but when contacting customer services we were told that despite being moved from BT, we were now classified as a "new" account holder and roaming was no longer free. 

[Leanne_T]

Hi @Bassman42 

I see, do you have an option with your plan to add an inclusive extra on your account? 

If so, you can add the Roam Abroad Pass, for full details please see our How do I get the Roam Abroad Pass?, Help page. 

Leanne 🙂