ROAMING ACTIVATED AND FREE

[VictorTR]

Hi. I'll try to summarize: I started a new plan in March, or that's what I thought, with unlimited data and free roaming since I'm  a Spanish living in UK, but in summer I go to visit my country for some weeks. When I called EE on phone to select that deal I was told I would have roaming ready for May (I don't know why it would take 2 months having the roaming activated) since I wasn't going to go until July to Spain I didn't care. 

2 days ago I called them on phone too confirm I have the roaming activated and free  and they told I didn't have it, and they were going to check the phone call I had on March when I picked the tariff, and they wouldn't call me the next day (yesterday). They didn't call me, but I sent a SMS to 150 to see if roaming is activated and the automatic response was:

"We were unable to determine which Roaming product you currently have.

Great news, when in SPAIN you can use your plan's data allowance, this includes calls, voicemail and texts back to the UK at no extra cost.

Calls to countries outside the EU are £1.54 per min and texts 64p each. Picture messages are 83p and are not included in plan allowances."

Does this mean I don't have to be worried about the roaming anymore, I'm flying in one week and obviously I need the data for the 6 weeks I'll be there. 

Thanks in advance

[VictorTR]

No, I haven't been contacted. I called them a few days ago, and after that the didn't call me again. 

I'm highly disappointed for many reasons with the company, also I made a posts titled "EE this is so embarrassing" and an admin deleted it. 

I made a formal complaint and of course I didn't get a response. I will probably call them again and try to make them an offer so they pay me for the inconveniences, if not I will stop paying the bill. 

This is one of the times you are facing a big company and you feel the frustration because although you are the one who is right they are bigger than you and you can do nothing against them. I will speak with a lawyer to see if I can do something but I doubt it. They "lost" the phone call I had with them in March where I indicated I wanted roaming and the worker said yes. I guess they haven't lost the call but since that  phone call don't let them in a good place they are not interested in show it. 

[Chris_B]

@VictorTR   If you didn’t have smart benefits you can purchase the roam abroad pass for £15 per month you just need to stop this when you get back to the UK.  

[Leanne_T]

Hi @VictorTR 

Thanks for coming back to us. 

Complaints can take time to get looked into, once the team have investigated your submitted complaint they will be in touch with an update. 

If you would like to discuss the account and your complaint please call us on 150 and the team will be happy to help. 

Leanne.

[VictorTR]

And I wanted this, but if I'm not wrong I was told they couldn't offer me any roaming, not even the roam abroad pass monthly, as I said they told me because of the credit score since I haven't been living here for a long time yet...