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EU data charge

Bazums
Investigator
Investigator

‎18-04-2023 03:26 AM

Hello! 

I have a "10gb Free UK and EU data" add on, on my account. 

I am currently in Greece and I am being charged the £2 per day rate.

Could any one please help me understand why I am being charged? Fyi, I haven't used 10gb.  

Many thanks.

0 Helpful
8 REPLIES 8
XRaySpeX
EE Community Star
EE Community Star

‎18-04-2023 05:13 AM

Everyone on contract pays £2.29 / day for using their UK allowance in the EU. It's only free within the UK.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Christopher_G
EE Community Support Team

‎18-04-2023 07:58 AM

Hi @Bazums 

Welcome to the community.

When did you start your most recent contract?

Chris

0 Helpful
SW000
Investigator
Investigator
In response to XRaySpeX

‎14-09-2023 04:59 PM

It specifically says it's free within the UK and EU - EE should not be charging based on this fact, at least until they correct the name/description of the add-on.

0 Helpful
Bazums
Investigator
Investigator
In response to Christopher_G

‎15-09-2023 06:46 AM

I renewed last October. It happened again in Italy. EE call centre still won't help. It's still on as an add on. Poor service from EE, think I will pull all my services with them. 

0 Helpful
Bazums
Investigator
Investigator
In response to SW000

‎15-09-2023 06:47 AM

Yes, I agree but EE don't want to know. Rather annoying. Their mistake but won't honour it.

0 Helpful
Leanne_T
EE Community Support Team
In response to Bazums

‎15-09-2023 07:52 AM - edited ‎15-09-2023 07:52 AM

Hi @Bazums 

To use any allowance or add-ons you have on your account would incur a daily charge when Roaming in the EU, if your plan started on or after 7 July 2021. Full details can be found in the Changes to EU Roaming Help page. 

Leanne. 

0 Helpful
SW000
Investigator
Investigator
In response to Bazums

‎15-09-2023 11:18 AM

Thanks, that's good to know. I won't waste my time calling them in that case, I'll contact the Advertising Standards Agency and leave it with them.

0 Helpful
Leanne_T
EE Community Support Team
In response to SW000

‎15-09-2023 11:26 AM

Hi @SW000 

We have provided feedback to the relevant team for the add-on. 

Thanks very much. 

Leanne. 

0 Helpful