Renewing Contract - EU Roaming Included

[viperdudeuk]

Hi

I usually renew the contracts for my wife and I once a year in November. Last November I spoke to someone on the phone at EE who said they would include EU roaming for free if I renewed for another year. This was after I said I would request PAC to move to another network if EU roaming was not included. Low and behold we discovered on a trip to Spain a few months later that the agent I spoke didn't enable EU roaming for free and when I complained to EE they didn't want to know. 

Now I have in the last week spoke to EE about again renewing in November. I explained to the polite women on the phone what happened last year and she assured me that when the time came to renew she would call me and give me EU roaming for free. She said she would prove I would be getting it by a "screen share" what ever she meant by that. 

So should I give them the benefit of the doubt this year or will these people tasked with getting you to renewal your contract say anything to get you to agree?

[Chris_B]

@viperdudeuk   The add on is free but to use your allowances within the EU you’ll be charged.   Why not just get a tariff that includes a smart benefit as then you can have the roam further pass as that benefit when you need it and when you don’t you can use that smart benefit for something else. 

[XRaySpeX]

Any contract or upgrade started after 07/07/21 will always be liable to charges for EU roaming whenever you use your UK allowances in the EU.

[viperdudeuk]

My point was that I specifically didn't want to pay the £2 per day and that was why I requested the PAC. However the retentions person said he would fix it so I didn't get charged the £2 a day. That is why I am sceptical of the person now telling me they will waive the £2 per day charge,  

[viperdudeuk]

As I said above I didn't want to pay the £2 per day and that is why I wanted the PAC. I was promised that I wouldn't have to pay and that turned out to be a lie. 

[Christopher_G]

Hi @viperdudeuk

This is something that you will need to discuss with our customer services team or upgrades team at the point of upgrading.

Chris

[viperdudeuk]

Hi

That's what I did last year after I found the promise the renewals team made hadn't been followed through. When I spoke to customer service they referred it to a higher team who said there was nothing that could be done. 

Now I have at this renewal another member of the team telling me that include EU roaming will be included but I am unsure if I should believe them given what happened last year. 

[viperdudeuk]

I want to pay as little as possible. I don't need fancy benefits. Other providers offer free EU roaming if EE can't match it I will move. I was more than happy to move to another provider until the renewals team member said he would match it. But of course that was just a line to get me to renew.

[Christopher_G]

It's not something we would usually offer to be honest, @viperdudeuk. 

I've sent you a private message to get some information from you.

Please have a look and get back to me.

Thanks

Chris

[viperdudeuk]

Hi,

On both times I have spoke to renewals over 2 years they have both said they can sort it. Obviously the first year the guy was lying to me.