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?

[Lesley_W]

I can confirm this is correct @comeocome 

The app will only allow a change once every 30 days but our team can change this for you over the phone if this needs swapped sooner. 

We have also recently updated the text service so that you can change by text within 30 days. If you have tried this and it hasn't worked, I'll flag this with the team. 

Lesley

[comeocome]

Thanks, please flag it to your technical team indeed. I have tried to do it on my own via text to swap roaming geographies, but it doesn’t work  

So are you saying that for clients like us in this category then it is actually a net benefit? because EE is expanding the roaming to more countries (from EU + 5 countries to EU + zone 1, which covers more countries?) 

[Christopher_G]

Hi @comeocome 

We'll get this flagged. In the mean-time, I'd recommend getting in contact with the customer support team so they can swap it for you.

Yes, zone 1 has more countries included.

Chris

[Bartekformela]

I don’t want to come across as rude, but that’s a pretty ridiculous conclusion. It genuinely feels like some of these responses are being auto-generated by a chatbot on EE’s end, rather than addressing customer concerns properly.

How can anyone say I’m receiving a “net benefit” here? Have you actually read my initial post? Previously, I had access to EU roaming and roaming in other key destinations like the USA, Canada, and Australia. That benefit is now completely gone. After reading further into it, I’ve discovered I can’t even access certain Zone 1 countries unless I upgrade to the Full Works plan. Many of the extras that used to be included in the All Rounder or All Works plans have now been shifted over to Full Works, leaving the other plans far less valuable.

To summarise, I’ve received three conflicting explanations:

• The initial EE message claimed I could switch between EU and Zone 1 roaming on my All Rounder plan.
• When I tried changing it through 150, I was told I could still use the original Roam Abroad pass—but I get an error when trying to change it that way. I can’t change it through the app either, since I was forced to switch to EU roaming already, and that apparently counts as my one change for the month.
• I visited an EE store and even the staff there seemed frustrated. They weren’t clear on the new changes and told me that EU roaming is now the only option available on my plan, unless I upgrade to Full Works. They also tried to upsell me, but as I pointed out, mid-contract upgrades are significantly more expensive than just starting a new Full Works plan altogether.

Honestly, I feel bad for the store staff—they seemed just as confused and frustrated as I am. This whole rollout has been unclear, inconsistent, and incredibly frustrating for everyone. Feel like a rush to get this out.

For now I will call up customer service and see if I can change it to zone 1 countries as I will be traveling to the USA. My guess is I won’t have zone 1 counties included in my current old all rounder plan.

[Koolwaterstof]

I am also in a similar situation to you - the ONLY reason I went with EE despite their higher prices is because of their roaming inclusive extra. With these changes, I'm now stuck paying more than I would with other providers for a package that doesn't meet my needs.

It's shameful that EE can get away with mid-contract changes like these - they should be required to honour terms as they were when the contract was signed. Arbitrary "we reserve the right to change these terms" should be outlawed - they are totally unfair for the consumer, and it's clear that EE has no shame in abusing such a clause.

I have filed a complaint about this and would strongly urge others to do the same - it is totally unacceptable.

[Bartekformela]

I completely agree – EE’s approach here feels incredibly sneaky. They’ve clearly structured their terms and conditions to give themselves room to make changes mid-contract without giving customers any real way to opt out, which is just wrong.

I specifically chose the All Rounder plan because of the solid extras it used to include – Netflix Premium, Microsoft Office, Xbox Game Pass, and of course, inclusive roaming. These were valuable perks that made the higher price point justifiable. Now, without any meaningful warning, all of those benefits have been stripped and moved to the far more expensive Full Works plan – with roaming being the biggest loss.

What makes it worse is the gaslighting in EE’s communication. Their AI-generated responses try to spin these changes as somehow being an improvement, as if “making roaming easier” is a favour to us – when in reality, it’s just taking away what we already had and asking us to pay even more to get it back.

It’s frustrating how out of touch they’ve become. I really hope the upcoming Three/Vodafone merger brings some much-needed competition, because right now, EE is treating customers idiots with these rushed and inconsistent changes.

[elninobonito]

So has anyone been successful in either cancelling or finding a solution? I have spent the past 40 mins on the phone to customer service and nothing has happened. They have told me I cannot cancel and there is nothing I can do. 

One thing to note, is that can you change these less than 30 day, as that would be the only saving grace. I have tried to look on my account online and on the app and both still show Roam Abroad pass. The agent on the phone also told me this changed happened in December! 

Terrible that EE can significantly change your contract and there is nothing you can do about it. 

[Bartekformela]

This is exactly the confusing part for me too. I’m on the All Rounder plan and got a message saying Roam Abroad had been replaced with EU Roaming + ROW1, and that I could switch between them. But when I went into an EE store to clarify, I was told ROW1 is only available on the Full Works plan and I’d need to upgrade.

When I showed them the message I’d received, the staff admitted they were just as confused and hadn’t been properly briefed on the changes either.

To make matters worse, since EE removed the Roam Abroad add-on from my plan automatically, I was pushed onto the EU Roaming Extra — and now that apparently counts as my one allowed change for the month. So if I want to switch to ROW1 (assuming that’s even possible), I’ll have to call their customer support and see.

[franko3]

I can't see much reasoning to split the zones then make it possible to change each 30 days (or less).

You can only be in one country at a time - just seems to be that they are hoping that you either forget to switch or just don't understand their confusion mumbo jumbo and then proceed to charge a hefty price on your next bill 🤔 

[SlawekP]

You are not alone - EE has been rolling out this change since the start of the year if you search this forum. 

I have five numbers with EE. And I have been generally happy with their service for years (I have been with Vodafone and Three before). They had occasional hiccups and I had to make a complaint, but this is clearly new situation.

For two contracts ending in October I received a similar message yesterday, EE removed Roam Abroad Pass inclusive extra and auto switched me to Roaming Pass EU with a possibility to change to ROW 1 mid-May.

I will have to remember to switch it when we need it for occasional US travel.
Otherwise there's plenty of eSIM providers for data abroad.

• Am I upset? Yes
• Do I think this is unfair? Yes
• Is it going to complicate travel for me? Yes
• Am I going to complain? No

Unfortunately they are within their terms and conditions: https://ee.co.uk/help/terms-and-conditions/add-ons/inclusive-extras

I do however think Ofcom should look into this effectively mid contract changes as they create an opportunity for EE not to act in good faith for example allowing them to swap an extra with some sensible monetary value to a Mickey Mouse benefit. I encourage you to contact them. https://www.ofcom.org.uk/make-a-complaint/

The way EE has communicated and rolled out this change is shambolic in my view though. I have two contracts ending in January with Roaming Abroad Pass still included (according the EE app) and they will likely make a random change without any notice whatsoever possibly while travelling. This is something to complain about I think - especially that clearly is not a one off event due to system changes or other exceptional circumstances, but a planned phasing out, possibly by contract maturity. In that case there's no reason not to give customers early notice. EE forum is not the way to file a complaint - best to do this in writing email/post https://ee.co.uk/help/contact-ee/complaint. Make sure you are clear about desired outcomes you want and stipulate a reasonable time for them to respond like 14 calendar days. If not satisfied with EE resolution, ask for a deadlock letter and take it to Ofcom.

Feels to me that is part of a broader EE revenue generation emphasis, perhaps they had too many frequent travellers on these plans and they were making losses. They are actively pushing people out of previous terms and upselling new plans.

Another example to confirm that would be my fifth number. It was out of contract and had a cash loyalty discount after an upgrade a long time ago. EE simply gave me one more notice that this will be removed and I upgraded this one to Full Works. I cancelled Netflix and resubscribed through EE as an inclusive extra. Now who's there to say that EE won't text me one day that with immediate effect Netflix is no longer an inclusive extra and I shall now get a single free MMS instead.