Hy is EE roaming so appallingly difficult to use!

[jamiemac1]

Takes 20 mins of messing around to even locate the roaming option.. Then it’s almost impossible to see whether you have roaming selected and if so which package you have bought.

I want to extend my 7 day roaming pass by 1 day as I am in Netherlands for an extra day. This appears to be impossible. Endless screens about how much it might cost but absolutely nothing on how to actually select it.

If I am supposed to guess that it might be automatically applied then why doesn’t it explain that? It’s just USELESSl and unnecessarily complicated. 

[chistery]

Once your current pass runs out, you can buy a new one, go to add-on.ee.co.uk on your phone for the details.

[Chris_B · Accepted solution]

@jamiemac1   If you require one extra day and are on contract as you don’t say if you are or not because you could be on PAYG, and that’s then a guessing game for those trying to give you advice so I’ll guess you are,     You don’t need to do a thing you’ll be charged the day rate which I’m sure you already know about because you purchased the 7 day pass because that was the better option for you.  

[jamiemac1]

Where does it say that? I can’t understand why EE find it so difficult to explain how this works. It’s almost as if they want us to waste their time calling them and chatting.


Sent from my iPhone

[Katie_B]

Hi @jamiemac1. 

The daily charge of £2.59 can be found in the roaming tool by searching your destinations. 

Here is all information for Roaming in Netherlands. 

Katie

[jamiemac1]

Hi Kate whilst I appreciate your reply, it doesn’t address my question which is not about how much the charge is.

My issue is that it’s SO difficult to see what roaming package is selected and how to extend it. You have to dig and dig to eventually find pages on how much it is but still nothing on how to actually turn it on.

Some might say EE are doing the bare minimum to comply with roaming requirements rather than actually making it simple and convenient for their customers to make the most of the service. Life should not be this difficult.

[Katie_B]

Hi @jamiemac1. 

It is not possible to extend a pass that has been purchased. Once your pass runs out for example the seven day pass, you will be given the option to either buy another seven day pass or you will be charged a daily rate of £2.59. 

Katie

[jamiemac1]

These replies are pretty depressing tbh. My requirements (and I genuinely believe those of most EE users) are it should be simple to see if I have roaming switched on, if so when it expires, how much it's costing, and how to extend it if necessary. None of that should be complicated at all.  Yet none of the above replies really help because they assume you know where to go looking in the myriad or EE help pages which I frankly should not have to waste time searching through.  Roaming is a service like everything else, so why is it so difficult to purchase and manage? The roaming tool just does not get close to doing that.

It would be interesting to know what % or EE's help calls are from customers trying to undo or claim make misunderstood fees.