EU Roaming email 29/07/25

[deakinster]

Hello all,

I've just had an email from EE that says:

===

Garry,

You don't need to worry about EU roaming because it's covered in your plan.

Travelling further afield? You can check the roaming costs for your holiday destination by texting ROAMING to 150.

===

My plan is "All Rounder iPhone Unlimited " it's never had roaming on before, but I have one of those benefits which I usually have set as Discovery+/TNT and when going abroad I switch to that roaming option for a month.

The email makes it look like somethings changed so I don't have to switch but when I log in and check roaming charges it says I'll pay £2.59 per day.

So i'm not against switching my benefit but as i'm a lazy person the email makes me think I don't need to do that?

Ta

[jonathanrawle]

I received a text today that said the same thing: "it's covered in your plan". It also had a link to check roaming costs, and there is a similar link when I log into my online account, but this switches between saying it costs £2.59 per day to roam in the EU (based on plan starting after 7 July 2021) or asking me whether I have inclusive roaming, then giving the answer based on that.

If I text ROAMING to 150 then choose an EU country, it simply tells me I'm not "all set" to go to France or wherever, no mention of the promised personalised roaming costs.

How difficult is it for them to provide a section of your online account that simply says whether roaming is included or not? It wouldn't be because they don't want to highlight the fact that EE customers don't generally have roaming, while their competitors' customers do?

When I started my current plan just over two years ago, it claimed  would have EU roaming for the fixed term of the contract, but there were doubts about whether that was really the case. Even then, I understood it was only for the two year period, so was surprised to receive that text today.

If it turns out they have sent a message claiming I have free EU roaming when I don't, and then make it impossible to check for sure, this really is going to be one for Trading Standards.

[deakinster]

Yeah I've just had the text as well, about 15 minutes ago. I just don't get why they've sent it out as i've not asked for roaming to be included. If I took them on face value then when I do go to Paris next week and incurred charges then that would be rather unfortunate.

As it is i'll probably just swap my benefit to be on the safe side, it all seems a bit strange?

[jonathanrawle]

I wouldn't think it strange to receive such a text, if it were true. It's holiday season, so they may remind customers of the benefits they have when abroad.

Perhaps they would claim that "covered in your plan" doesn't mean free; it means you can pay £2.59 per day. It's a bit vague. However, I would argue that's misleading, and most people would reasonably assume that "covered in your plan" means there is nothing extra to pay.

I find the whole EE system for managing accounts rather poor. The website continually sends me round in loops, gets stuck on pages continually refreshing, tells me my details aren't currently available for viewing. It's always like this. Can't they just sort it out?