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