Currently abroad (Majorca) and cannot make any sense of roaming charges

[trial812]

Hi folks. 
I’m new to EE’s method of handling roaming away from the UK so spoke in advance if any of this is daft. 
I checked in advance and found a refeeende that said I can only buy a roaming pass once I’m in Majorca. That seemed really odd as it open me up to charges before that pass is activated (unlike my prev provider where you buy it in advance)

- so I switch on roaming data and I get an EE text

- I click on that and it gives me no option to buy a pass - just shows me stuff about having data in Spain but not clear what it actually means.  No option to pay for the 7 days pass. 
- I try the app. Nothing there either. 
- I start searching the website and the app and find a link to add-on.ee.co.uk and try that - it talks about a 7 day pass but no option to buy one. It also describes how much roaming charges will be without a pass (eeeek) and it talks about a possibly automated 2.59 per day but again no info on whether that’s in use or not. 
- I tried going back to my account and seeing what my account says I have. It says that service is unavailable. 
- I tried texting R0 ROAM and Balance to 150 but got a message back saying I’d need to increase my spend cap to send those texts (of the irony that I have to pay to find out my roaming costs).

At a complete loss.  No idea what this is costing me or what texts are costing me. 

The whole EE roaming thing appears to be opaque and hidden from the consumer. 

Anyone know a way to fix this?

[Schockwave]

@trial812 , roaming has now changed and most packages allow roaming in EU the same as using your phone in the UK with up to 50GB data, see here:

https://community.ee.co.uk/t5/Roaming/Roaming-refresh/td-p/1480939

[Katie_B]

Hello @trial812. 

Thanks so much for coming here. 

So we can help further could you confirm what plan you are currently on and when this was taken out?

Katie

[trial812]

Hi @Katie_B @I’m I’m this plan. Nowhere on the website or app can I find what it includes though. I’ve been trying to sort this for about 3 hours but thankfully I got some WiFi use, to be able to take screenshots 

SIM 10GB £10 24m 5G T

[Alex_H]

@trial812 Unfortunately that plan cant give a definitive answer. It  isn't a plan that typically includes EU roaming, but it would be possible on a special deal that it has been included. Based on what you are saying regarding trying to send a text earlier, you may have a £0 spend cap in place.

If you do have a £0 cap in place and you have still been able to use the phone for texts etc that would mean you do have EU roaming included, as both the daily charge and paying the standard rates would fall under your spend cap. So this alongside not getting the option to buy any pass would suggest your plan includes it. 

Are you able to get to the add-ons section of your online account? In app you can go to Manage>Spend cap, you can check what spend cap you have in effect. In the same section Manage> Mobile add-ons you should find a list of add-ons which may help to identify what your setup is. 

Alex

[trial812]

Thanks everyone. So I spent another hour in this last night. 
The website is super clear - all I need to do is go to the add-on page and I should be able to choose a £15 add-on. But I can’t. There’s no selectable add-on. 
I am logged in so the coding behind the site should know what I have and what I don’t. As EE know what my offering is and what is included. 

So while I don’t yet know what I’m paying for what, I have increased, via WiFi, the spend cap to £20 from £0. 

There is literally zero mention of this being needed in the page I found  to look for roaming info. 

I now am able to use mobile data (this message is) and receive calls. 

I still can’t see any way to confirm what I’m being charged and how it’s being worked out, and still can’t find an option to select the £15 weekly option, as per the EE statement on their website. 

The UX hasn’t been tested for my use case.