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Pay for inclusive extra?

jh1704
Investigator
Investigator

‎14-04-2023 12:49 PM

Looking to upgrade. The plan I'm looking at says it has '1 Inclusive Extra included'. When I look at the inclusive extras, it shows the Roam Abroad Pass, but when I select the plan, it says the Roam Abroad Pass is an additional £15 per month, rather than included in the plan. Is the Roam Abroad Pass an inclusive extra or not?

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32 REPLIES 32
Kilvroch
Investigator
Investigator
In response to Kilvroch

‎14-04-2023 05:40 PM

that is the problem - there was no 'inclusive add-on' available, despite being led to believe that the Roaming option was one.

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Katie_B
EE Community Support Team
In response to Kilvroch

‎15-04-2023 09:20 AM

Hi @Kilvroch. 

If you are unable to select this please get in touch. Our customer care team will be able to ensure the right inclusive extra is applied. 

Katie 🙂

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Kilvroch
Investigator
Investigator
In response to Katie_B

‎15-04-2023 11:01 AM

Please can you tell me how to get in touch? I saw no option other than via this forum

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Katie_B
EE Community Support Team
In response to Kilvroch

‎15-04-2023 12:34 PM

Hi @Kilvroch. 

Our customer care team can be contacted by calling 150 from any EE handset or 0800 956 6000. 

Katie

Kilvroch
Investigator
Investigator

‎15-04-2023 12:58 PM

thank you very much

 

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Kilvroch
Investigator
Investigator

‎15-04-2023 01:29 PM

I spoke to Jenna at customer care and she confirmed there was an error with the upgrade process and has cancelled and manually done the upgrade with the Roaming as an inclusive extra at no cost. 
Thank you for pointing me in the right direction to get it sorted out.

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Katie_B
EE Community Support Team
In response to Kilvroch

‎15-04-2023 02:30 PM

That's great to hear @Kilvroch. 

Thanks for letting us know. 

Have a great weekend, 

Katie

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mcaq
Valued Contributor
Valued Contributor
In response to Katie_B

‎16-04-2023 10:17 AM

So when is the website going to be fixed?  Its still doing the upgarde process incorrectly - not offering the full chsoice of extras and  charging £15 for Roam Abroad. Doesn't matter if you pick SIM only or new phone - the same thing

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Katie_B
EE Community Support Team
In response to mcaq

‎18-04-2023 09:43 AM

Hello @mcaq. 

Are you still experiencing this?

I would love to see if I can get this looked into. 

Katie

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jh1704
Investigator
Investigator
In response to Katie_B

‎18-04-2023 11:18 AM

Hi @Katie_B 

On the website, it is still showing the Roam Abroad Pass as £15 monthly, and no other Inclusive Extras are listed.
On the app, the Inclusive Extras options do not appear at all.

I'm reluctant to keep clicking 'Continue' to see if it appears later, in case I end up buying a plan that I don't want or having to pay for an extra that seemingly should be included!

Jo

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