10-08-2019 08:13 PM
I am on holiday in USA and purchased this add on which I was told would allow me to use my phone exactly as in UK without paying the penal charges for sending and receiving calls and texts.
on arrival I received a text confirming this add on, immediately followed by one saying “Hi again” and outlining the penal call charges that I would have to pay for making and receiving calls incl £1.20 per minute for calling the helpline - my only way of finding what the hell is going on!
Has anyone else had this experience or is able to tell me what’s going on
10-08-2019 08:17 PM
@JacksonR23 : Did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150?
Often just rebooting the phone is the simple remedy. Otherwise try logging into your My EE account online & go to Menu / Manage Device / Roaming Abroad and also Call Abroad and Premium rate. They will show as ticked if roaming and calling abroad is activated. If they are not ticked, can you activate these settings?
10-08-2019 08:26 PM
10-08-2019 08:32 PM
Getting a text about the ROAM FURTHER add-on isn't the same as enabling roaming on your a/c. Have you checked your settings in MyEE as I suggested? They will confirm or otherwise whether you are good to go roaming.
11-08-2019 09:31 AM - edited 11-08-2019 09:32 AM
Hi there @JacksonR23
Welcome to the community.
Does the Roam Further add on show within your My EE app or My EE online?
If you would like this looked into if you log into your My EE account online a chat option will show for you, they can access your account and check the add-ons 🙂
12-08-2019 01:00 PM
thanks for your help. The package shows in my add ons but I’m not sure I can trust not being charged following the text laying out the charges that came after the one confirming the add on.
I’m going to risk it and refer to Ofcom if any charges are made.
Thanks again for your support
12-08-2019 01:06 PM
OFCOM don't handle individual complaints. It would just be a matter of a commercial contract.
13-08-2019 08:07 AM
Great thanks @JacksonR23
If you can access data without having to purchase a data add-on when not connected to WiFi this does indicate your Roam Further is working for you 🙂
If you would like this checked further and you're a personal pay monthly customer log into your My EE account online and a chat option will show for you.
If you have any questions just let me know 🙂