Out of eu

[Joaquarossi]

Hello, I’d like to let everyone know the situation ee has put me in and see what I can do about it. 

in April I called ee (who I’ve been with for over 10 years) 

I asked about leaving as I was about to take a 6 month trip in and out of the eu and I didn’t think they could cover me. I was told by a lovely lady that they can indeed cover me whilst travelling in the eu- I asked specifically about Bosnia and Albania knowing I have to go to these countries because of brexit and travelling over 90 days. Again I was surprised to hear that yes I’d be covered and she wrote in my notes if I get charged anything extra I will be refunded immediately. I then brought my wife across to ee as I was so impressed feeling satisfied I’d manage to sort out phones for us and we wouldn’t be without in Bosnia and Albania. 

Wednesday I arrived in Bosnia- I receive a message explaining its £25 for 7 days access to my contract. Confused I call ee which was a difficult task as my phone appears to be call barred. I spoke to a lovely lady called Megan who listened to my conversation in April and confirmed I was told I was covered. She said she would open a complaint and send it up to (the people in charge) 

I then receive an email- I’ll get £30 good will voucher but no I’m not covered and I have to connect to a uk mast to change contracts. 
now I can’t call ee- my wife had to buy an eSIM and now can’t call ee from Bosnia- they haven’t responded to my email and I’m stuck in Bosnia with the only access to my contract being £100 a month. I specifically organised this in April to avoid this exact situation. 

what can I do? 

[Peter_W]

Good afternoon @Joaquarossi.

Thanks for reaching out to us here on the EE Community. 

I really understand your concerns with this one, especially considering what you were advised in this instance helped convince you to move your partner's contract over too. 

What you've been advised here is technically correct - whilst I'd love to be able to say we could change your contract to make this work, often if you're outside the UK and we try to change your plan, this won't kick in until you're back in the country. 

I can't see the exact details of you plan and what we discussed, but I'm confident Megan and her colleagues would have done their best to explore what we could offer as a resolution.

If you're not happy with the resolution offered, or want greater clarity on what it means and all of your available options, I'd recommend replying to the email to see if there's any option to discuss it further. 

You can find all the details you need on our escalation process in our complaints code of practice too.

Peter

[Joaquarossi]

Thank Peter, 

I would argue that it is not quite accurate, I was told that they could not provide me with cover- yet if I pay £25 for roaming that will give me 7 days access to my contract- so they can provide me cover if I pay £100 a month extra. After eventually getting through to Megan and explaining how distressing this was after I’d planned this trip for two years, done everything in my power to call before hand to avoid this exact situation, I was sent an email saying they can give me access for £30 a month. So again it can be done as long as I pay and complain.
I argue if I were to break a contract with EE they would threaten legal action and they’d get money from me. In this case, on a recorded line, I am not provided what was promised because someone made a mistake but it doesn’t matter because I’m just one customer against a huge company like EE  so they’ll wiggle out of it.  I must say everyone I spoke to was very helpful and friendly but this situation is unacceptable. I’m now in Bosnia on sabbatical from the nhs and have to pay extra for somthing I originally wasn’t supposed to. I know it won’t make a difference but I’ll be following up when I get home with who ever governs your company.  

[Peter_W]

@Joaquarossi I absolutely see where you're coming from on this one, and whilst I can't comment on the exact details of your case, I certainly want to make sure you feel all possible options have been reviewed here. 

If you check out the document I shared above, this gives a full breakdown of our complaints process and next steps if we're unable to agree on a resolution. 

Whilst we'll always aim to sort things out at our end first, you're absolutely welcome to take this to the Ombudsman for independent review as a final option.

Peter

[bristolian]

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@Joaquarossi wrote:

I’ll be following up when I get home with who ever governs your company.  

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If you are not happy with the outcome of a formal complaint, EE offer referral to external arbitration in either of the following two scenarios.

1: You have received a final-position or deadlock letter

2: Your complaint is unresolved after 8weeks, regardless of current position

All this is explained in the "complaints code of practice" referenced above, and available from https://www.commsombudsman.org/raise-dispute/ee 

[Joaquarossi]

Thanks for your reply Peter, 

Again, I organised this in April so I wouldn’t be in this exact situation. A complaint procedure is great for your company to have. It is surprisingly not what I have driven to Bosnia for and do not have time (or data which is the issue)  to complete. It does not help me now. 

I do not feel all possible options have been reviewed at all. 
if I have access to my exact contract for 7 days at a cost of £25 whilst in these countries then does that not show that it is physically possible? If so then this is just simply a case of EE not wanting to provide the service they promised unless I pay. This had already taken up too much of my time but again I thank you and everyone who has helped me, I do not hold any of them personally responsible ofcourse. 

kind regards 

Aaron 

[bristolian]

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@Joaquarossi wrote:

I do not feel all possible options have been reviewed at all. 

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Have EE provided you with a deadlock or final-position letter?

The terminology may vary, but the principle is the same - that EE have reached the end of their complaints process and have made all offers they will, to resolve.

This deadlock letter provides the basis for a referral to external arbitration, as mentioned above. If one has not been provided, you need to ask for one.