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?

[Grunterz]

"Those with inclusive roaming in the EU as part of their plan (because it started before 2021) will retain this benefit"

I can confirm i have lost that despite having been with them on a plan before 2021.

Now with O2 and they have ellready offered to double my data for free on mobile and give free roaming to the US. EE  now look terrible actually. Ripping us all off!

[willmow]

@Grunterz

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@Grunterz wrote: I can confirm i have lost inclusive roaming despite having been with them on a plan before 2021.

Please tell us how you know - received a message?

[willmow]

DEFINITIVE SOLUTION FOR PRE JULY 2021 CUSTOMERS 😀

EE have confirmed the following in my account (and I quote):

Roaming costs
Good news!
You can enjoy your plan's minutes, text and data allowances as you would at home, at no extra cost.
This is based on:
Travelling to Switzerland
Being a Pay Monthly customer
Plan started before 7 July 2021

It mentions Switzerland only because that's what I entered in the app's dialog, but it applies to Europe. When I accessed my account to see my billing situation, there was a load of text implying that I was about to lose my roaming entitlement - it was only by interacting with the dialog and entering a destination that the good news was revealed. EE deffo have some comms issues to sort out - they do seem inept at communicating clearly.  For those of you not so fortunate, take advantage of the Black Friday deals out there (e.g. on O2) that include free roaming - though who knows how long that perk will last.... Anyone complaining about all this: I assume you didn't vote for Brexit...

[jonstug]

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@Grunterz wrote:

I can confirm i have lost that despite having been with them on a plan before 2021.

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You will not have lost it unless you changed or upgraded your plan in the meantime. It still confirms those with a plan before 2021 on the website includes EU calls, so if you have been charged, they should refund you and put it back on your account.

[jonstug]

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@willmow wrote:

DEFINITIVE SOLUTION FOR PRE JULY 2021 CUSTOMERS 😀

EE have confirmed the following in my account (and I quote):

The EE person here has said Pre July 2021 customers will still get EU calls.

The data you quote is what is provided on the website, and I do not think has been update to reflect potential Dec 2024 changes, so it does not definitely confirm this will continue post-December. But they seem to have confirmed via this channel.

It is possible the left hand doesnt know what the right is doing (shock horror...) and it could still change. We need to wait and see to be sure. But I have screenshotted to ensure I can complain if I am charged for my trip on 9th Dec.

[kingofsquid]

To make matters worse, the Roam Abroad add-on currently isn't working properly on my EE phone in the USA. I just called EE to contest £29.88 in extra charges for calls made to USA and UK numbers between 29 Oct. and 26 Nov. -- even though I'm paying for the Roam Abroad add-on. The customer service rep said EE is aware of the issue and will eventually give me credit for the erroneous charges. But the issue hasn't been fixed for at least a month. What a shambles.

[Matt_124]

Hi @willmow ,

Just an important thing to note that you must have been on the same plan since before 7th July 2021. This means that if you have ever re-contracted/changed your plan/reduced your bill by upgrading since that date, this would not apply.

You may be aware of this, just when your response said "Pre July 2021 Customers" it implies that anyone that has been a "customer" since before then should have it, when in actuality it is defined by the plan you are on as opposed to tenure. Those who are on still on the same contract/plan which started before that date would have EU Roaming included as per their T&Cs at that time. 

If the plan has been changed since then to a newer tariff or price plan, this will no longer apply unless upgrading to a plan which specifies that EU Roaming is included.

[Plymouthbloke1]

One thing to bear in mind, however, is that anyone who is on a pre-July 2021 plan will now be out of their minimum term commitment and as such, EE can alter/remove/add things to plans or change T&C’s with just 30 days notice to you. So they could remove EU roaming off those plans should they so wish with just 30 days notice, with the caveat that you can simply cancel during that time.

[jonstug]

Correct. But they haven't given a 30 days notice for a Dec 2024 start.

[Plymouthbloke1]

But they have, because people were sent a text on or just before their bill date informing them that the bundle will be removed on *date* - that being the day prior to their bill date. So, for example, my text said 1st January as 2nd Jan is my bill date…. So even though the roaming refresh happens from 4th December for new customers, existing customers keep it until their next bill date - with would be 30 days from when the text was sent….