Data roaming

[RI1709]

Recently took a 10 day trip to Italy, on arrival received a text from EE stating ' all roaming included in plan' so expected usage and billing to be like for like when using in the UK.

On day 8, received a further text from EE stating they had given me the wrong information and all usage is chargeable, after 8days full use! No mention  of our mistake, we will cover the cost so now expecting  a huge bill which seems unfair.

Can't see an easy way to challenge this or raise it back to EE as I don't feel I should pay the price of them giving me incorrect information.  Any help appreciated 🙏🏻 

[Michael_D · Accepted solution]

Hi @RI1709 

Welcome to the community.

I am sorry to hear that you have had an incorrect text informing you that roaming was included in your plan.

Any charges you have incurred would be capped in Italy at £2.59 per day, so you won't be getting a massive bill.

Having said that, it would be best to speak to our billing guides when you are back in the UK, and they can open a complaint and look to see what if they can do anything with the charges that you incurred.

Michael

[Chris_B]

@RI1709  So you didn’t check before you left your UK to see what your options were or what costs might/would be involved.  

[jonathanrawle]

@Chris_B not a particularly helpful reply. Perhaps the OP tried to check the options but found it impossible or was confused by the obfuscated and contradictory information on the website, app and communications from EE. He or she may then have waited to see whether they received the text inviting them to buy a roaming plan, but funnily enough on receiving a text saying roaming was already covered, assumed it was... already covered. With any network other than EE, roaming would either be included, or if not, it would be easy to find out that it wasn't covered and how much it would cost.

[Chris_B]

@jonathanrawle   So texting RO “ destination “. Ie RO SPAIN   It hard to do ? I don’t think so.   As for the app, clicking manage and scrolling down to

  It then walks you through the options available.  Again not hard to follow. 

[jonathanrawle]

It's easy enough to type or click those things; the question is whether it will give information that is contradictory or just plain wrong. I think if most people receive a text from their network on arrival at their holiday destination saying all romaing included in their plan, they would be inclined to believe it, irrespective of previous information they may have found on an app or website.