Plan Add-On

[AngelikaGra]

 

As it can be seen from screenshots I have 4 add ons and one of them is EU Roaming Free, but I am forced to pay £15 for Roaming in Poland. How is that possible? If I won’t pay I am unable to use my phone! 

[bristolian]

The screenshot you've posted includes your mobile number in free text so won't be approved for public viewing.

Can you click on the EU-roaming tab and check the specific wording? I'm wanting to check whether it's the roaming facility enabling use of your phone abroad, or whether it's a billing add-on covering the costs of doing so... the two are different.

Whom or what says you are forced to pay £15 for using your allowances in Poland? On what are you basing this assertion?

I'm just trying to dig down into the facts here, and avoid some popular misconceptions.

[AngelikaGra]

As you see from the screenshot my add ons I have 4 active add ons. I've tried to tap but nothing happens. I was on phone with customer service and they found this also stronge.  I have two sim cards on this account and both have that add on and one is working but this one isn't working. I was told by customer service that if I want to use roaming I have to pay.  Funny that you are asking. If you would go abroad and have no way of communicating because you were misinformed about Roaming how would you word it? 

[Michael_D]

Are you able to take a screenshot of where it shows the EU Roaming is free again, but make sure that the mobile number and other personal details are blanked out @AngelikaGra?

We really need to see what it is you are seeing to establish what it is.

Michael

[AngelikaGra]

 

[Peter_W]

Thanks for sharing that for us, @AngelikaGra.

The option you've shared here is not for inclusive roaming within the EU, but rather is the feature that enables the ability for your phone to connect to networks within the EU.

This is listed a 'Free' as there's no cost associated with enabling this, but it does not mean that roaming is inclusive.

We do have plans available that offer this ability though, if you view your mobile plan, what name does it show?

Usually this would be No Frills, Essentials, All Rounder, or Full Works.

Peter

[AngelikaGra]

Wording is misleading, I have another plan that have EU Roaming Free in my add ons and I have free EU Roaming. That is why before travelling we have checked our add ons and we were sure both have this. If it’s optional it should be worded differently or with small print that this is not actually free EU Roaming. 

[Peter_W · Accepted solution]

@AngelikaGra I can certainly feed this back, as I appreciate that you'll want this to be clear. 

In the meantime, If you contact our team, they'll be able to take a look into the plan you're on, as well as the features on your account, and make sure you're getting the best value you can from this.

Peter

[AngelikaGra]

I think other EE customers would appreciate if that would come with wider explanation as at the moment is confusing and lead to situation where I have to pay £15 for 7 days roaming where I could take Pay As You Go sim from other network like Smarty etc where I would pay less than half of this price and have 30 days roaming to be able to communicate with people or use data etc. 

[Peter_W]

@AngelikaGra We have a range of different roaming options, and like I mentioned before, certain plans do offer the option to have this included as standard. 

These should be made clear at the point of sale when you take out a contract, and customers are free to choose the option that best suits them. Apologies again if you didn't feel this was clear, though. 

If you remain unhappy with the charges you've run up in this instance, I'd recommend contacting our team so you can discuss your experience, or you can also raise this as an official complaint with our complaints team too.

Peter