Confused with active add-ons

[bordeline]

Hi,

I have a new contract that includes free EU roaming, however I find confusing under my active add-ons it says £2.29 per day EU roaming and then another add-on is says Roam in EU. 

isn't the same thing? free roaming, why do I have two different things

I find EE very confusing overall when it comes to bills and plans , nothing is really clear 

[XRaySpeX]

There are no new contracts with free EU roaming. You may use your usual UK allowances in the EU with up to 50 GB (contract) or 25 GB (PAYG) data per billing month if you have more. If on contract & your contract started after 07/07/2021 there'll be a £2.29 / day charge (that's the 1st add-on you see) for using your UK allowances in EU or alternatively you may buy the Roam Abroad Pass for £25 / billing month. 

The 2nd add-on you see will be that you are enabled to roam in the EU. You need this before any billing add-ons to be able to roam in EU.

[bordeline]

when I spoke on the phone to EE they told me free EU roaming would be included in my plan . I have also an email confirmation from EE that says Additional items:  Roam in EU £0.00 ; £2.29 per day for EU roaming £0.00 ..plus additional free data for loyalty 

Again, the way is itemised is not clear but I should be getting free EU roaming 

[XRaySpeX · Accepted solution]

The £2.29 per day EU roaming add-on is free of itself to have but you will be charged £2.29 on any day you use any of your UK allowances in the EU.

[bordeline]

then this is not what I was promised over the phone. I will call and cancel since I have 14 days, and move to 02 

[Leanne_T]

Hi @bordeline 

Thanks for coming to the community. 

Please give us a call on 150 and the team will get the contract looked into for you. 

Leanne.

[bordeline]

I've just spoken to an agent online. They assured me I won't be charge the £2.29. They said the 2.29 is mandatory add on because when no free benefit or roam abroad pass is added then this add on helps using the service abroad. I would only be charge when no free add on or roam abroad pass is applied.  They said I won't be charged .

[XRaySpeX]

Text RO followed by the name of an EU country to 150 to see if EU roaming is included in your plan.

Try reading https://ee.co.uk/help/mobile/roaming/roaming-costs/countries/france e.g. and fill in the boxes that apply to you & you'll find:

Roaming costs

It costs £2.29 a day to use your plan allowance like you would at home.

[bordeline]

it says no extra cost

[Leanne_T]

Hi @bordeline 

Do you have the Roam abroad pass as an add-on on your account? 

Leanne.