Help please - contacting EE

[CristianJ]

I'm in exactly the same position.  I travel abroad tomorrow, and confused like hell on the different messages given on the EE hub.  So just wanted to chat to someone to understand if I was correct in my thinking.  Definitely thinking of changing to another provider once my contract is up.  And I've been with EE for about 20 years.

[Lesley_W]

Hi @CristianJ 

If you have any general questions, let me know and I'd be happy to help clear anything up for you. 

If it's anything that would need account access, you'd need to contact our customer care team so they can check for you.

Lesley

[XRaySpeX]

@CristianJ : Which model of EE hub? What do you want to know about roaming with a router?

Where are you going?

[CristianJ]

Thanks Lesley,

I have a monthly mobile phone contract which I upgraded earlier this year,
so I lost the free EU roaming tariffs. I'm travelling to the Canary
Islands, which I believe is still EU.

My subscription mentions I have a £2.47 per day EU roaming "add on". The
portal seemed to push me to adding a travel pack, which I don't think I
needed, so...
1) Did I need the travel pack at all?
2) How do I start the EU roaming when I go away, and how do I stop it?


Regards to the contacting the customer care team, it just sends me a text
and an option to enter the question in a chatgpt, which tbh gave me
different answers and when I tried to find the charges for Spain, it said
it wasn't available. I totally get that these chatbox options are useful,
but only if they work,and people still like the old fashioned way of
actually talking to someone.

[CristianJ]

Thanks Lesley,

I have a monthly mobile phone contract which I upgraded earlier this year, so I lost the free EU roaming tariffs.  I'm travelling to the Canary Islands, which I believe is still EU.

My subscription mentions I have a £2.47 per day EU roaming "add on".  The portal seemed to push me to adding a travel pack, which I don't think I needed, so...

1)   Did I need the travel pack at all?

2)  How do I start the EU roaming when I go away, and how do I stop it?

Regards to the contacting the customer care team, it just sends me a text and an option to enter the question in a chatgpt, which tbh gave me different answers and when I tried to find the charges for Spain, it said it wasn't available.  I totally get that these chatbox options are useful, but only if they work,and people still like the old fashioned way of actually talking to someone.

[XRaySpeX · Accepted solution]

@CristianJ : 

0. The Canary Island are in EU as part of Spain.

1. You don't need the Travel Data Pack. It is not even offered for Spain.
2. As you are on contract, just remember to text ROAMING to 150 before you leave UK to ensure the roaming ability is enabled on your account.

You may use your usual UK allowances in the EU with up to 50 GB (contract) or 25 GB (PAYG) data per billing month if you have more. If on contract & your contract started after 07/07/2021 there'll be a £2.47 / day charge for using your UK allowances in EU or alternatively you may buy the Roam Abroad Pass for £25 / billing month.

I'm curious as to what had an EE Hub to do with this?

[CristianJ]

Thank you.  And how do I stop it when I get back to the UK?

[XRaySpeX]

@CristianJ : Which bit do you want to stop? The £2.47 daily charge is only charged on the days you use your UK allowances in EU. The Roam Abroad Pass is started & stopped by texting ROAMING PASS & STOP ROAMING PASS respectively to 150.