UK to Ireland calls and texts (included in allowance or not?)

[ildr]

I've seen this statement in the footnotes (13) of page 9 titled "Calling abroad from the UK" of the current Plan Price Guide updated 1st July 2022.

it states that calls and texts from the UK to Ireland are included within your allowance.

Having added a new line to my account this week I find this not to be the case, as a test call to my own Irish SIM charges the 19ppm seen at the top of page 9 (yes the footnote number is incorrect here).

Exactly the same detail is in the version updated 25th May 2022.

To further confuse the issue, on page 7 the current MONTHLY PLAN TERMS AND PRICE GUIDE updated 3rd March 2022, this table also indicates that calls and texts are inclusive across all plan types.

Whereas the previous version does not mention Irish calls and texts as inclusive.

Can anyone confirm whether the documentation is incorrect or are they not billing such calls and text properly?

Luckily the main purpose of me adding the additional line was not to avail of the claims that my calls and texts to Ireland would come from my allowance, but it would have been handy. 

[Leanne_T]

Hi @ildr

Thanks for coming back to us.

I've sent you a private message for some extra details.

Leanne.

[ildr]

Thanks for your approach to try and help with this issue @Leanne_T  , but I’ve had further email correspondence with two other Executive Customer Resolution Team agents since the first woeful response and this issue is with the legal team for clarification.

[James_B]

Thanks for the update @ildr

James

[ildr]

Today I have had a response from the Executive Customer Resolution Team and they agree that there are mistakes in the documentation I have challenged and report that work is going on to revise them with additional clarifications over the forthcoming weeks.

[XRaySpeX]

& did they say whether RoI is included or not included in calls from UK?

[ildr]

Calls and texts from the UK to mobiles and landlines in Ireland (RoI) are not included in plan allowances.

Even though updates were made to plan guides on August 17th and 31st 2022 and the standard and non standard price guide in August 2022 the incorrect information persists, so expect updated versions of these documents with the problem I’ve raised corrected.

[ildr]

There is clearly major confusion over at EE about documentation and billing relating to Ireland (RoI) as yet another piece of correct information has been updated incorrectly.

This time it’s the roaming calculator on the website.

Back in August I took this screenshot of the output from a post 7th July 2021 plan without a roaming add on or smart benefit, and it presents the correct information.

At some time over the last month this has been updated and now reports this output for exactly the same scenario, it does not mention the exemption from the daily charge within allowances but does get the out of allowance charges correct.

I have also asked for this to be brought to the attention of the departments my complaint is currently engaged with.

[XRaySpeX]

Now we're talking about roaming in RoI rather than calling RoI from UK.

The 1st RoI Roaming page you took in Aug. agrees with Changes for EE customers roaming in the EU, support article :

I am travelling to Republic of Ireland or live near the border. Will I have to pay £2 a day if I connect to the ROI network?

Customers using their phone in Republic of Ireland are unaffected and won't have to pay the £2 charge.

Your 2nd RoI Roaming page you took today contradicts it!

[ildr · Accepted solution]

Having not looked at the Price Plans for a while I am glad to see that the documentation errors that I had pointed out in this thread have all finally been addressed.

However the Roaming Costs Calculator still does not mention the unique exemption from the daily roaming charge.

For clarity....

Calls and texts from the UK to mobiles and landlines in Ireland (RoI) are NOT included in plan allowances.