EE in breach of the contract (mis-sold mobile plan)

[manry73]

On 29 August 2025, over the phone, I subscribed my daughter's EE mobile plan.

The EE representative confirmed that the EU roaming was added on to her sim card free of charge so I would have not received any charges when roaming. This was also confirmed by email from the same EE representative nathan ****** (I have a copy of the original email). I requested this confirmation via email during the phone call. This can be found on the audio recording.

However, during my latest call to EE, I learnt that the EU roaming is not included in my daughter's EE mobile plan.

Therefore, I requested them to check the audio recording of the call even if they have already an email as evidence. I have also sent EE a complaint via EE web form. This was 5 days ago. So far, I have not received any call back or email/text/letter.

On 20th of December 2025 my daughter (16 y.o.) will go to Italy for a few days and we still do not know if she can use EU roaming to be in touch with us. She also needs roaming to access the school’s app for her homework.

My decision to enter this mobile plan agreement was based on what EE has promised to me. I feel misled and I at present I have not receive any communication from EE to confirm that they will honour the terms of the contract. Unfortunately, the next step for me is to escalate this problem to a Communications Ombudsman and Ofcom.

I have been with EE for 12 and my EE account includes four EE numbers (all my family) but if this problem is not solved, I am prepared to leave EE even if I have to pay for earlier cancellation fees because I cannot remain with a company that I can not trust.

I wonder if anyone has experienced such sort of mis-selling practise by EE.

Thank you very much

[mod edit: employee details removed from community forum]

[XRaySpeX]

What is the name of your daughter's EE mobile plan?

OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[bristolian]

You also need to separate a phone's ability to roam, which is an easy check and provided free, from the billing costs for doing so and which seem to be the basis for your discontent.

Your daughter should text ROAMING to 150 before leaving the UK to ensure the free roaming facility is enabled on her phone - this unlocks access to foreign networks and thus coverage abroad.

The worst case scenario would be a £2.59/day charge for usage, and a billing rectification after the event - depending on the outcome of your formal complaint.

[manry73]

Hi,

Thank you for prompt reply.

My daughter name is Isabella.

Her number finish in xxxxxxxx883

As stated in my original message I have already submitted a Complaints Form on EE website. No answer to far.

Thank you

[XRaySpeX]

No, not her name but the name of her plan.

[manry73]

Yes the Roaming issue is the basis of my discontent and it is the main reason why I moved my daughter number from Sky to EE. EE offered the EU roaming included in that offer. This is why I subscripted with EE otherwise there was not reason to leave Sky where the roaming was already not included and the plan cost was even cheaper.

Now I struggle to understand why it should take days to solve this problem.

I have a confirmation email from EE stating they included the EU roaming at not extra cost. It is written in black and white.

I also offered to sent them a copy and they refused it.  

Thanks

[manry73]

I checked on my account and it says SIM 50GB 24m £15 T

I hope this is  what you meant

thanks

[bristolian]

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@manry73 wrote:

I have a confirmation email from EE stating they included the EU roaming at not extra cost. It is written in black and white.

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In which case your complaint should be a straightforward one.

[Peter_W · Accepted solution]

Thanks for taking the time to share your experience here, @manry73.

As @bristolian has mentioned here, roaming in the EU is charged at a flat rate of £2.59 a day, which allows you to use your regular allowances the same way you do here in the UK.

Provided your daughter has the roaming feature enabled on the account, which you can check by sending a text from her number with ROAM to 150, she'll be able to connect in Italy. 

Once your complaint has been picked up, they would be able to review any potential charges run up whilst she's away, along with investigate what specifically was sold to you initially.

You can also find more details on our full complaints process here:

EE Complaints Code of Practice - March 2024

Peter