Roaming Inclusive Extra Changed Mid-Contract – What Are My Options?

[Bartekformela]

Hi all,

I’m really hoping someone can help or offer advice here because I’ve been left in an absolutely awful position by EE.

When I renewed my contract, one of the main reasons I stuck with EE was because of the Roam Abroad Pass included as an Inclusive Extra. At the time, it covered both EU and other international destinations. However, I’ve now been told this benefit is being split—so I have to choose between EU roaming or Zone 1 countries. I now can’t use the Inclusive Extra the way it was originally advertised to me when I renewed.

To make matters worse, I renewed my contract during that weird limbo period after Brexit where EU roaming was no longer included, but before EE started reintroducing roaming coverage in newer plans. So I’m now in a ridiculous situation where:

• I don’t get EU roaming included

• I can’t use the Roam Abroad Pass to cover the EU like I could before

• I’d have to pay outrageous fees to use my phone in the EU and “Zone 1” countries.

This was never mentioned as a possibility when I renewed, and now I’m effectively being charged more for a downgraded service, mid-contract.

Has anyone else been hit with this? Can I push to keep my original Roam Abroad Pass? And if not, does this give me grounds to cancel the contract early without penalty?

[Matt_124 · Accepted solution]

Unfortunately the Roam Abroad Pass has been completely removed and is no longer available on the billing system, hence has been removed from your plan and you wouldn't be able to get it back.

It was part of the Roaming Refresh changes announced as taking place from the 4th December and has took some time to come in to force. You can read more about the change here: https://community.ee.co.uk/t5/Roaming/Roaming-refresh/m-p/1480939 

And a list of the countries in each Zone here: ee.co.uk/roamingrefresh 

The Roam in EU and Roaming Pass ROW (Zone 1) Inclusive Extras can be swapped between every 30 days, so you wouldn't necessarily be stuck with one choice forever. The Zone 1 countries are also an expanded list from the only 5 ROW Destinations offered previously.

EE do reserve the right to modify or remove certain Inclusive Extras and this is reflected in the Inclusive Extras T&Cs here: https://ee.co.uk/help/terms-and-conditions/add-ons/inclusive-extras

"We may at any time change the range of Inclusive Extras available, the content of Inclusive Extras the minimum length of time each must be active for. We will try to notify active users of the affected Inclusive Extra if we do this but are not obliged to."

All Rounder plans taken on or after 29th August 2024 now include EU Roaming as a free add-on (separate to the Inclusive Extra choices, which excludes any roaming passes) and Full Works plans include both EU Roaming + ROW Zone 1 Destinations included as free addons (plus an Inclusive Extra worth up to £20pm).

Essentially Roaming is no longer an Inclusive Extra on plans going forward, unless your plan precedes these dates.

Ultimately if you would like to make a complaint, you can do so by calling Customer Services on 150 or submitting the complaint webform here: https://ee.co.uk/help/contact-ee/complaint/complaint-form 

[Bartekformela]

While I appreciate that I can switch between the Roam in EU and Roaming Pass ROW (Zone 1) every 30 days, it doesn’t fully solve the issue for people like myself who frequently travel between both zones within a single month. The previous Roam Abroad Pass allowed for that flexibility, and its removal just feels like a step backwards—especially when it was a core part of my decision to stick with EE. I know most people won’t be travelling to both jurisdictions in under a month, but this is simply a way to charge a small majority a little bit more without affecting everyone else. Like if it’s that easy to change between both EU and zone 1 why not just keep it under one extra.

It’s also frustrating that my All Rounder plan doesn’t include EU roaming by default, simply because I signed up during the awkward transition period. The newer All Rounder plans now get EU roaming included, and the older ones had it bundled before Brexit changes. So customers like me are stuck in the middle, getting the worst of both versions. If I signed up a new month later I could get both EU roaming and Zone 1 as an extra.

Honestly, it feels less like a necessary adjustment and more like a cost-saving move at the expense of long-time customers. 

[chistery]

@Bartekformela Have you talked to EE to see what your options are? Maybe they will allow a plan change to a newer All rounder plan?

[Matt_124]

Newer All Rounder plans won't include ROW Roaming I'm afraid, it would have to be Full Works.

[Bartekformela]

I’m planning to go in-store to discuss this further. Don’t get me wrong—I’m based in London and have been extremely satisfied with EE’s coverage, speeds, and online platforms.

My contract isn’t up for renewal until October, but as always, if I wanted to switch early to one of the new plans that include EU roaming, it would end up costing more per month than what I’m currently paying—even though the exact same plan is being offered to new customers at a lower price than my current deal.

[Bartekformela]

Wow, that really just confirms the direction EE is going with this. It’s honestly disappointing. The All Rounder plans used to offer decent value, but now the extras feel like a downgrade—mainly just music entertainment options, and even those come with limitations like ads on Netflix.

At the same time, roaming and the better extras have essentially been stripped out and pushed into the Full Works plans, which are significantly more expensive over the whole contract term. So in practice, EE has hiked roaming costs and restricted flexibility, all while trying to make it look like a choice between plans. It comes across as more of a pricing strategy than anything customer-focused. 

Guess my best choice would be to stick to my current contact and not renew so I can carry on to switch between EU and zone 1 countries. Now I even realised that I have been forced to switch to the EU roaming add on and now can’t even change this for a month within their app even though I have a US trip coming up before this. Just so frustrating.

[Bartekformela]

This change also feels very rushed. If I attempt to change my extra through the 150 number instead of through the app. The original Roam extra is still displayed but gives and error when trying to pick it.