EU Roaming - confusing messaging

[Gronglebert]

I received a promotion text from EE yesterday to say "Graeme, got a trip planned? Lucky you - you don't need to worry about EU roaming because it's covered in your plan."

Today I received the following "Hi Graeme,

We're sorry, we recently sent you a message about EU Roaming that included some incorrect information. Your plan doesn't allow you to use your minutes or data abroad just yet. But don't worry, we've made it easy, we'll drop you a message when you land, and you can add a roaming pass then if you need one."

I've just logged into my account on the EE app to check my plan because I was sure that I had an EU Roaming pass as an inclusive add-on. Sure enough, it is listed in my inclusive add-ons. This messaging is really confusing and unhelpful. How do I clear this up?

[XRaySpeX]

What's the name of your plan & when did you take it out?

[Gronglebert]

EE All Rounder 125GB, current plan started October 2023. The screenshot below shows my inclusive extras on the EE app

 

[XRaySpeX]

You do have an inclusive & active EU Roaming Pass. The 2nd msg is erroneous.

[Matt_124]

It'll be because its not included in the core allowances of your plan, but is provided through the selection of an Inclusive Extra. Not having this Inclusive Extra selected would result in needing to pay for a Pass, as such it is not technically "covered in your plan" as there is action required on the customer's behalf to set it up.

The reason for the clarification/apology message would be for those who use their Inclusive Extra on something else, it could have given them a false sense of security that they wouldn't be charged.

In your case you're all sorted and shouldn't have to pay for a pass while you've got Roaming Pass EU selected.

The message was likely sent to all of those on All Rounder or Full Works plans and there was no thought for the different versions of the plan.

Those on All Rounder or Full Works plans taken on or after 29th August 2024 will have EU Roaming included in their plan automatically, without needing to select an Inclusive Extra to cover this. The message was likely catered to those newer plans.

[Gruntn90]

Would that be the case for people that never received a message about eu roaming prior to that text, as i received it too but never got anything beforehand. 

kinda made me feel something was wrong with my account security. But if that was just a marketing ploy they really need to word that better