Recent i

[Clarelagier]

Dear EE Customer Services,

I am writing to raise a complaint regarding roaming charges incurred on my recent trip, due to unclear information and lack of access to support at the time.

While abroad, I needed to access internet services urgently for airport transfers. In order to do this, I attempted to access my EE app, however this would not load unless data roaming was switched on. Even then, I was unable to properly access the app.

I then tried to contact EE by phone for clarification, but this was outside of customer service hours and I was unable to speak to anyone for assistance.

As I urgently required internet access, I purchased a WiFi box/SIM card locally, however this also failed to work, leaving me with no practical option other than to rely on EE roaming.

I received a text message from EE regarding roaming options. The wording of this message was confusing, and I believed I was selecting a 24-hour roaming option. However, I later discovered that I had instead been charged for a full week of data, despite only being abroad for 5 days.

Had the information been clearer, or had support been available, I would not have selected a weekly option unnecessarily. I also made reasonable attempts to avoid using roaming altogether.

Given the circumstances, I would like EE to review this charge and consider a partial refund or goodwill adjustment for the unused portion of the weekly roaming pass.

I have been a loyal EE customer and would hope this issue can be resolved fairly.

I look forward to your response.

[XRaySpeX]

@Clarelagier : Where were you?

If you bought only the 1 day roaming option you cannot user & be charged for data beyond that 1 day.

This user discussion group is not CS & cannot review your charges but can only advise you.

[Michael_D]

Hi @Clarelagier 

Thanks for coming to the community.

As @XRaySpeX mentioned, we don't have account access here on the community.

If you give us a bit more information about where you were and what you purchased we can give general advice, but if you would like to make a complaint or discuss account specific information, you would need to either give us a call or you can complete our complaints webform and a member of our complaints team will come back to you.

Michael

[bristolian]

EE intentionally don't allow data use whilst roaming, unless you have an add-on covering the costs of doing  so. In the vast majority of cases, this means having a daily or weekly roaming pass enabling access to your UK allowances.

This prevents unexpected charges in a way that doesn't apply to voice calls or text messages, where you have more control over them. It's therefore perfectly normal that unless your phone had a WiFi connection to a broadband router, you would be unable to access any internet-based services.

If you still have a copy of the text message that you believe was confusing or misleading, it would be interesting to see it (screenshot or copy & paste). However, ultimately this is a user discussion group that can only advise and not access your individual account.