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Roaming in USA and Canada on subscription pack

abowes
Contributor
Contributor

‎16-07-2023 05:32 PM

The roaming page on the web site says that roaming in the USA for pay as you go will cost money. If I text "ro USA" to 150, it says that I need to pay the £2.50 or £10 charge to be able to use my pack allowances.

It also takes about EU things although the text is supposed to be about the USA.

I am not pay monthly. 

What is correct. Will paying £10 allow me too use my pack allowances of free calls and data included in my £15 subscription

0 Helpful
12 REPLIES 12
bristolian
EE Community Star
EE Community Star

‎16-07-2023 05:46 PM

What was the exact text of the message, that "talks about EU things"?

What £15 subscription pack do you have?

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Poprocks_CA
Contributor
Contributor

‎16-07-2023 05:56 PM

https://ee.co.uk/help/help-new/roaming-costs/countries/usa

Paying £10 for roaming will get you absolutely NOTHING in the USA. 

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abowes
Contributor
Contributor
In response to bristolian

‎16-07-2023 05:59 PM

Exact text posted below in response to RO USA

When in usa there is a charge to access to your pack allowances.

It will cost £2.50 for 24 hours access or can choose to pay £10 for 7 days access. You will receive more information on these when you land.

If you don't have an active pack, or choose not to pay the access charges, calls to numbers in EU and back home (including voicemail) will cost 70p per min.

Texts to numbers in EU and back home are 30p each.

You will also need to purchase a £3 EU data add on to access data.

Visit care.ee.co.uk/ee_roaming for more info.

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abowes
Contributor
Contributor
In response to Poprocks_CA

‎16-07-2023 06:01 PM

That's exactly the issue, according to the text posted above, I can pay £10 to get access to my pack allowances.

Went in to an EE shop and they didn't know the answer either

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abowes
Contributor
Contributor
In response to bristolian

‎16-07-2023 06:03 PM

This is what it shows on my account for the type of pack

Screenshot_20230716-180310.png

 

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abowes
Contributor
Contributor

‎16-07-2023 06:28 PM

Definitive answer from support is that the texts are incorrect and the £10 add on ONLY applies to the EU. The roaming costs are based on the PAYG details on the roaming page.

 

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XRaySpeX
EE Community Star
EE Community Star
In response to abowes

‎16-07-2023 08:24 PM - edited ‎16-07-2023 08:54 PM

The "It will cost £2.50 for 24 hours access or can choose to pay £10 for 7 days access" part & the rest if it is wrong for USA. It only applies to the EU.

@Christopher_G : Can you report this as an invalid reply to RO USA, please.

I've just tested it. You get exactly the same response from RO USA & RO INDIA as from RO FRANCE.

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

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abowes
Contributor
Contributor
In response to XRaySpeX

‎16-07-2023 08:45 PM

@XRaySpeX I also got the same response to RO CANADA, so it seems to be a general problem relating to the recent EU changes.

 

James_B
EE Community Manager
EE Community Manager
In response to abowes

‎17-07-2023 09:26 AM

Thanks for flagging this issue @abowes and @XRaySpeX 🙂

I'll report it now.

James

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