Inclusive extras changed

[Steveo07]

Same thing happened to me, I’ve had a specific roam further on my account for years, I’ve had no notice by letter email or text except last night during my flight to the USA that they’ve changed me to the new roaming system and put me on eu roaming, it’s now locked to that until May and I can’t change it and I can’t call them either.  

[Steveo07]

Same happened to me, reminds me of when we were given free broadband for life and then they became EE and started mucking around with the contracts and forcing us onto something else.  Will have to call up tomorrow when I get back to the UK because my phone is now locked to EU only and not roaming further and I’m in the USA, swap and all the text messages happened while I was flying here, I’d had no notice about it at all.

[Michael_D]

Hi @Steveo07 

Thanks for coming to the community.

The Roam Abroad Pass was removed a few months ago now, and impacted customers should have received texts to let them know.

Which plan are you currently on?

When did you move to the current plan?

Michael

[ksm]

I'm on an all rounder plan, since December 2023, contract ends December 2025. Yes, I did received a text to let me know that you're reneging on a service that you had committed to. I haven't received a text letting me know how much you're reducing my monthly bill to reflect the reduced level of service you've unilaterally decided to provide to me. It's unethical and terrible customer service, even if you have covered yourself legally and contractually.

[Christopher_G]

Hi @ksm 

Welcome to the community.

If you would like to discuss the roaming changes further, I recommend speaking with our customer support team. They'll be able to take a look over your account to see if there is anything they can do to help. They'll also be able to log a complaint against your account.

Chris