Being charges roaming fees when it’s included in package?

[LyndaF]

When will the glitch be fixed for those being charged roaming when it’s already included in package?

[XRaySpeX]

What's the name of your EE plan? Where were you charged for?

[LyndaF]

I have a plan that includes a roaming pass and has unlimited texts and calls from Europe to U.K. However I was cut off today after trying to speak to my 92 year old mother on her landline from Europe to U.K.
I’ve been told there is a glitch in the system
The system whereby my unlimited calls package and roaming pass are not being recognised.
I’ve been told that it will be reimbursed when the system is fixed - but I cannot call my mother until I get my allowance back - nobody can tell me when that will be?
Can somebody help?
Sent from my iPad

[XRaySpeX]

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@LyndaF wrote:
I was cut off today after trying to speak to my 92 year old mother on her landline from Europe to U.K.

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Which of you were in UK & which in mainland Europe?

[LyndaF]

I was in Spain my mum is in the UK

[Debbie_G · Accepted solution]

Hi @LyndaF.

Thanks for coming to the community.

I'm sorry to hear your call was cut off whilst trying to speak with your mum. If you get in touch with our customer support team, they will be able to look into this further and try to keep you connected whilst it's investigated. 

You can find our contact information, including a number to call from abroad, on our get in touch page.

Debbie