Loss of inclusive roaming

[DC1973]

I’m currently on a full works pay monthly which has inclusive roaming. Just got a text saying that the roaming plans are changing and it looks like they’ll now be chargeable.

Is this correct?

[nickofjones]

That's how I'm reading it. It's not like there was any warning of this happening before I changed before I did it. If I'd known, I wouldn't have bothered and just bought a prepaid SIM card. 

[chistery]

We're all waiting to see what the EE comms team come up with next.

I suspect the enhanced inclusive pass will become available and it'll allow you to add it so hopefully there won't be any interruption to service.

[kingofsquid]

Wait a minute. I thought EE customers under an existing contract, such as Full Works, who had Roam Abroad as an inclusive extra will continue to have that through the length of the contract. Are you saying that's not the case?

[Peter_W]

@kingofsquid There are a range of different plans and features out there, so we would always recommend for customers get in touch to check how exactly the changes will apply to them. 

That way we can be sure they're getting all the right details that are relevant for their plan.

Peter

[Plymouthbloke1]

As I’m on an August 24 Full Works iPhone plan, I assume the EU and Roam Further add-on’s (which are fixed as part of the tariff) will be replaced with an EU and a Zone 1 add-on? Querying as it not an inclusive extra as such, as it was built into the plan…?

[neonlemon]

Thanks Peter.

It feels like the publish button was hit too early for this change.

There are inconsistencies between mobile and desktop page versions, and also the product names used, which makes the change very confusing.

If you're able to provide feedback to whoever maintains / proof reads the EE site content, then please make these points:

• The mobile version of the Roaming Refresh page has a section for The Legal Bit and sentence Read the Travel Data Pass Terms and Conditions. There's no hyperlink to the T&Cs.
• The desktop version of the Roaming Refresh page has no such section or sentence (at least on Edge and Firefox).
• The inclusive extras page mentions a EU and Roam Further Pass if you're on a Full Works plan. When you click the See our mobile add-ons button directly underneath this paragraph, it then talks about a Roam Abroad Pass.
  • Also under Inclusive Extras it states You can enjoy Extras worth up to £25 a month, and then when you click on the button to review the extras, the highest value extra is £20 a month. Presumably this is because Roam Abroad Pass used to be listed here which was worth £25 a month, and the amount hasn't been changed since the extra was removed.

Both mobile and desktop versions have been updated since my post to clarify that "two new inclusive extras, one to cover roaming in the EU, another to cover every destination in Zone 1" are coming. You can see the difference of the Wayback Machine - web.archive.org Wayback Machine - Roaming Refresh.

It is not clear whether the Zone 1 inclusive extra will be included in my All Rounder SIM only, though presumably this will be resolved by 4th December.

[Matt_124]

My exact query too, if you find out anything let me know on this thread as I'm in the same boat.

CS simply don't have the info yet to give out.

[Christopher_G]

Thanks, @neonlemon 

I've passed on your comments to the roaming team so that they can look into clearing this up.

Chris

[Matt_124]

That would be great for everyone I think @Christopher_G.

The comms (or lack thereof) have been a complete mess this time around and is likely going to result in/has already resulted in an influx of complaints and people leaving the network.

Sending that text without Contact Centre Guides having any comms on the change (they still don't, a week out from the change) and the web page not being fully ready to break down the different tiers and types of plans just leaves people frustrated with no answers apart from a text that implies "we're taking your roaming off you, cheers".

[jonstug]

So in summary from what I've read so far:

- Those with inclusive roaming in the EU as part of their plan (because it started before 2021) will retain this benefit
- Those with a included travel pass will likely lose this benefit once they reach the end of the month (but may be able to select another benefit)
- The travel data pass is likely being withdrawn
- It is unclear if the roaming minutes bundles will still be available [I would guess not, but they are not particularly good value]
- There **might** be some other pass/subscription available, but this is unclear and not been published yet
- The daily rates, especially in the USA, are quite expensive, and will work out at ~£100 per month if there is not some sort of pass
- These negative changes are likely to be made with <30 days notice for many people, and some are in the middle of a holiday at the moment. I suspect in the absence of a regulatory reason necessitating a change, this is likely to breach the T&Cs.
- The wording of the text received by all of us is very poor

Overall, given there is no need to rush by EE, this is unnecessarily poor and the lack of information provided may mean customers worry where there may be no actual need to worry. EE: you really should reflect on this as being a very poor launch.