No weekly (7 day) pass option for EU roaming

[JoeBlue]

We have a SIM on a monthly contract.

We were travelling to Guernsey so I checked the roaming charges on the main EE website (https://ee.co.uk/roamingrefresh). This said that Guernsey would cost £2.59 per day, or that I could opt for a 7 day roaming pass for £15. I was happy with the 7 day pass, although it was frustrating not to be able to buy it before travelling.

On arrival in Guernsey we received the text message and opened the link to https://add-on.ee.co.uk. This opened a page titled "Your data in Guernsey" that showed a Data Allowance of "Unlimited Data" (screen shot). There was no mention of the daily charge to use this unlimited data allowance and no option for a 7 day pass on this screen, or on the 'Buy Data' tab (screen shot) which said "You currently still have some data. You're in Guernsey".

So, why was there no option to select my preferred £15, 7 day roaming package?  I know it's only a difference of just over £3 but that's an extra 20%.

 

 

[Alex_H]

Hi @JoeBlue,
 

Thanks for visiting the EE Community

Is your plan potentially one that includes roaming in the EU? If you check your pending charges are the daily charges showing? 

As the daily charge activates from the first call you make or receive, first text you send or first bit of data you use. The add-ons page link in the text is free rated for data though so wont opt you in. So if you had only went on that page and its showing you have data to use it may be due to your plan including it.

Alex

[JoeBlue]

Thanks

It's a SIM 10GB £10 24m 5G T with 'Converged Unlimited Data' add-on.  Information on the 'Converged Unlimited Data' add-on is a bit difficult to find but I assume it's UK only and doesn't add EU roaming?

Sending the "RO Guernsey" text to 150 gave the same response as the roaming web page; i.e. that using the phone in Guernsey would cost £2.59 per day, or that I could opt for a 7 day roaming pass for £15.

My extras charges currently show:

Your extra charges so far £12.96. These will show on your 27th May bill. It's for usage outside your plan and excludes VAT. Some charges may show on a later bill.

£12.96 + VAT is £15.55, which is 6 days at £2.59.  We were there for seven days so there's another day still to add.

So, back to the question of why there was no option on https://add-on.ee.co.uk to select my preferred £15, 7 day roaming package?  I guess I should also as why I've been charged at all if I should be getting free EU roaming (but I'm pretty sure it's not included).

[Alex_H]

@JoeBlue Thanks for providing the additional information. That plan is not one that would typically include EU roaming no, and as the charges are showing in your pending charges it does seem it is the daily pass that has been charged.

The way the daily pass works is to opt in and the way you opt in is through the first call you make or receive (including voicemail), text you send or data you use that day. Once you have activated the daily pass you wont be able to then buy the weekly pass on top until the daily one has expired. 

So if you had an active daily pass you will not be given the option to buy the weekly one, which is likely to be the reason you did not get the option if each time you already had a daily pass active.

Something may have been triggering your daily pass before you had a chance to visit the add-ons page, our team on 150 with access to your account should at least be able to see what did trigger the daily charge, a call, text or data for example.

Alex

[JoeBlue]

It will have been data because we didn't use calls or text.

You say "Once you have activated the daily pass you wont be able to then buy the weekly pass on top until the daily one has expired.". How on earth is a customer supposed to know when the daily pass has expired, then not use any data before buying a weekly pass?!

Also, are you saying I need to call customer service to get them to look?

Joe

[Alex_H]

@JoeBlue Currently the EU daily pass runs midnight to midnight UK time so stopping any usage after midnight UK time should prevent opting in, allowing you to then load the add-ons page before anything else, which is free rated so wont opt you in, and then have the option of purchasing the pass. 

Just if you wanted to check the specific charges on your account for some further help with them that would require calling as we don't have any account access through these forums.

Alex

[JoeBlue]

"Currently the EU daily pass runs midnight to midnight UK time so stopping any usage after midnight UK time should prevent opting in."

This important fact should be added to the information provided about Roaming!