Issues with roaming

[keilorbiz]

I have had roaming pass as part of contract for 4 years without any problems. Went back to USA for univerasity in August and have had nothing but problems with Roaming & Spend Cap. Four calls later to a guide, still not fixed and now had to remove spend cap for it to work. Will now have to go through the whole process of contacting EE prior to bill payment to have what I have used credited back to my account, so monthly contract spend remains the same.

Shambolic, no idea what has happened and neither do EE. No contact from them aftre the 4 calls to let me know this has been fixed.

Good Luck, bit have no faith in EE now who were normally pretty good

[Christopher_G]

Hi @keilorbiz 

Welcome to the community.

I'm sorry to hear that you've had some problems with your roaming service. When you check our Roaming Tool when you're logged in, does it recognise that roaming in the USA is covered in your plan?

Chris

[XRaySpeX]

@Christopher_G : I doubt it recognises anything about your plan. You have to go thro' a whole interrogation of what you do have before it will tell you what the costs are.

[Christopher_G]

Morning, @XRaySpeX 🙂

The roaming tool pulls pay monthly customers' plan information when logged in and shows what is included with their plan specifically. When not logged in, you're asked for your plan information to try and determine what is and isn't included depending on when the plan was taken out, if roaming add-ons are active etc. 

Chris

[Christopher_G]

Hi @keilorbiz 

Welcome to the community.

Could you try logging in on a different device or browser please? Are you able to log into the EE App?

Chris

[keilorbiz]

Hello Chris,

Thanks for the reply, however I am sick of EE Support not having a clue what is going on, embarrassing. As referenced, I have had the same contract with Roam Abroad as the extra for 4 years. Your EE Team know there is a problem with the Roam Abroad since July / August and you are burying your head in the sand and helping me not a jot. You have had to remove all spend caps for me just to have my phone working in the USA, again something that the EE Team tried to help with and yet again failed. I am now having to raise further issues with Roam Abroad and also have my partner from the USA being charged $153.00 for calling me because the Roam Abroad is still not working. You are now owe me around £90-£100 in extra charges that have been applied and I will raise this with Ofcom when I call them to discuss this situation.. Please appreciate the situation and do not message me patronizing my knowledge of the situation when the blame lies firmly with EE. 

[bristolian]

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@keilorbiz wrote:

my partner from the USA being charged $153.00 for calling me because the Roam Abroad is still not working.

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Is your partner calling from a US phone? Or a UK phone that's roaming?

[XRaySpeX]

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@keilorbiz wrote:

my partner from the USA being charged $153.00 for calling me

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What your partner is being charged for making International Calls has nowt to do with your Roam Abroad Pass or your plan. They are being charged by their own US network for making calls to non-US nos. according to their own US network's tariffs.