EE Shop said they setup Roaming on our phones for us

[KeithDA999]

EE shop said they setup Roaming on our phones for US trip. Evidence in text messages that they interacted with 150 to do this but no evidence on EE accounts that Roaming setup and when arrived in US and phones switched on it mentioned costs for calls etc. but no mention that we had purchased EE Roaming. Advisor in shop said the Roaming was £25 each for us and it would enable us to use our existing calls and data whilst in US and to send BACK HOME TO 150 when we return to switch it off. Is this correct that we can’t see reference to this roaming service on our accounts and when switched phones on in US it didn’t mention? 

[bristolian]

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@KeithDA999 wrote:

EE shop said they setup Roaming on our phones for US trip. Evidence in text messages that they interacted with 150 to do this

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What is this evidence? Can you post screenshots?

You have got confused between the ability to roam (which is free of charge) and a billing add-on to reduce the cost of roaming - you're not the first and won't be the last.

Regardless of any billing add-on, your ability to get coverage abroad (which calls, texts & mobile data rely on) is dependent on roaming being activated - which allows your phone to connect to foreign networks.

On PAYG, this is auto-enabled once your phone is used in the UK first.
On pay-monthly, this needs to be enabled manually - usually by texting ROAMING to 150 before leaving the UK. Did you do this?

If you are on pay-monthly and now find yourself abroad without having enabled roaming, your only recourse will be to contact CS to request it activated. You can either contact +44 7953 966150 from another working phone, or +44 800 9566000 using a web-calling app such as Skype over WiFi.

[KeithDA999]

Thank you for your response. 
We had an arranged appointment in the EE Shop to setup Roaming for us. The guy in the shop sent Roaming to 150 followed by Going. He then said that was all setup and would be £25 each to allow us to use our package. It used to be much easier to setup and contact EE. 

[XRaySpeX · Accepted solution]

Yes, that would indicate that he set up the free roaming ability for you. He then went on to add the separate independent £25 pm Roam Abroad Pass. The fact that you received a Welcome msg on arrival confirms that your ability to roam is activated.

You should now be able to roam free in the US within your UK allowances.

[KeithDA999]

Thank you 

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.