Data roaming not working

[cemoran]

Hello! I recently renewed my SIM local pack that I bought at Heathrow Airport for a second month and found that the data roaming has stopped working. I have received texts from EE telling me I need to pay to roam, but when I text RO to 150 I’m told that my pack includes data roaming across the EU, which was my understanding. How can I get the data roaming to work again?

I have tried restarting my device and have texted 150 today (June 14). 

[cemoran]

Hi @benoli and @Katie_B I am having the same issue in Spain! There was no notice in texts from EE that this allowance would be changing so I’m quite disappointed to have paid 15 pounds to renew and may need to pay more.

When I tried to add one day of data as an emergency to get around by texting ROAMEU1D to 150 it told me that I’m not eligible for this add on. 

Quite frustrating that this is happening for a pack that is sold to tourists at the airport, many of whom are relying on data roaming.  

[Katie_B]

Hi @cemoran. 

Welcome to the community. 

When did you purchase your SIM?

The charges that have come into place recently effect all pay as you go customers which will be viewable before a SIM is purchased. 

When you are trying to activate the one day pass do you have credit on your account?

Katie

[cemoran]

Hi @Katie_B 

I purchased my SIM on 11 May from an airport vending machine and do not recall seeing any information about charges changing. I’ve also not received any text from EE about this happening. 

I also continue to be advised that I can roam freely on my pack when I text 150, as was the case before 6 June. I was only looking to add on the data as an emergency for one day, but I’m actually looking to either have free access to roaming as this was certainly the impression that EE gave since I’ve purchased my pack or receive a full refund of the 15 pounds for my recent renewal as I am not able to use this at all. 

[Katie_B]

Hi @cemoran. 

We are unable to provide free roaming for pay as you go users now. 

To access roaming you will be required to purchase the add on to use the subscription pack you have active. 

Please try switching onto another available network to see if this prompts a welcome text with info on how to purchase your add-ons. 

Katie

[Christopher_G]

Hi @cemoran 

The roaming rules for pay as you go customers have changed recently.  You can find out everything you need to know on this pay as you go roaming help page.

If you would like to discuss this further, I recommend speaking to our Mobile Care team.

Chris

[cemoran]

Hi @Katie_B I have now added £10 credit to purchase 7 days of roaming but when I text ROAMEU7D to 150 it says that I am not eligible for this add on. 

[XRaySpeX]

Do you still have an active pack? Not having 1 would make you ineligible for the PAYG roaming add-ons.

[cemoran]

Yes I do have an active pack

[LIZA2727]

Yes I agree and feel as though I have been scammed. I've made a complaint through their business account to see if I can be refunded thr value of the sim for poor service, communication and inability to provide a service that I requested when I purchased the product.