Cancel roaming data add on

[Grouville]

I bought roaming add on for £10 a month whilst I was away last week. I would now like to cancel it please. How do I do this?

[Leanne_T]

Hi @paulb1809 

Thanks for coming here. 

Do you have the Roam Abroad Pass? 

Leanne 🙂

[paulb1809]

yes

[Leanne_T]

Thanks @paulb1809 

Have you text STOP ROAMING PASS to 150? 

Leanne. 

[paulb1809]

Yes, it does not work, all i gat is a rambling text about EE 150 is a free service etc. I have just asked one of you contact numbers, he said just text STOP and follow the instructions - this returns a message saying error, text stop to 1234 to opt out of marketing - why do EE make it so difficult - because this is to reduce payment. This shows contempt for the customer so I think I will change provider.

[Leanne_T]

Do you have the chargeable add-on showing as active in your My EE account? @paulb1809 

Leanne.

[paulb1809]

My EE will not show me my mobile account, it's refused for a week now. When I click on mobile symbol  to get through it just folds to a default screen showing only the standard contacts at the bottom of the app screens.

[Leanne_T]

Hi @paulb1809 

Are you logging into the My EE app or My EE account online through a web browser? 

Leanne.

[paulb1809]

I've tried both, both return the same result. I'm using Google online.

[Leanne_T]

I see, thanks for trying @paulb1809 

If you can give us a call on 150, the team can help you get the roaming pass removed and also help with your My EE account. If this has been happening for the past week we would need to get this looked into. 

Leanne.

[paulb1809]

I did talk to someone to remove it, it took 45 minutes to get an answer but I persisted. It was them that said I could cancel it with a text to 150 which didn't work. I agree, if you can get someone to look into why the EE systems do not work I would be grateful and happy to assist although I'm not on-line all the time! - Thanks.