Roam Inclusive Package

[NicRog]

I have just received a message that my Roam Inclusive Extra package has been removed from my plan.    I am in contract until November 2025 and as a frequent traveller use this regularly.    No reduction in price but a large part of the reason I took out the plan has been removed.    It seems I will now have to pay extra for something that I felt I was already paying for within my contract.    This has been dressed up as an improvement “Roaming is getting better with EE”!       Have I misunderstood something as this just seems wrong in so many ways.  

[Alex_H · Accepted solution]

Hello @NicRog,

Welcome to the EE Community

We have recently refreshed our roaming add-ons, when it comes to the roaming inclusive extra, the change is to do with the extra being split into two options.

Previously the roam inclusive extra included the EU and 5 additional countries (USA, Mexico, Canada, New Zealand and Australia). It is this add-on that will have been removed on your number. However it has been replaced by two new available add-ons, one inclusive extra that covers the EU and one inclusive extra that is for ROW Zone 1. 

This Zone 1 extra includes the original 5 countries mentioned above as well as an additional 28 countries. You can see which one it includes on the help page here Roaming Refresh

So you will still get inclusive roaming as an inclusive extra on your plan, what has changed is that there are now more countries available and you just need to switch between which extra you need depending on where you are travelling.

Alex

[Bill40063]

As I understand it we can only switch between the new EU and Zone 1  areas once every 30 days so not much use if you happen to be travelling to both areas on the same month and a lot more hassle in terms of planning. This is a material change to the contract I signed up to…

[Alex_H]

Hi @Bill40063,

Welcome to the EE Community

In case you are travelling between the two zones within a 30 day period, you should be able to switch between them without the 30 day limitation via the text service, PICK to 150. Or also by speaking to one of our guides on 150.

Alex

[Hitch51]

My app definitely says I cannot switch from EU to ROW before 30 days. You may be able to do it on the phone but that is little use when, as I was, you are stuck in the USA with a phone that will not make calls. As someone who regularly travels to both EU and USA, I too am very annoyed by this change imposed by EE where the key feature of the plan - seamless world roaming - has been withdrawn mid contract with little warning.

[Peter_W]

Hi @Hitch51.

This option to switch isn't currently available via the app, but if this were to change I'd be sure to let you know. 

If your texts are sending then you'll still be able to do this via the text service like @Alex_H mentioned, or you can also call us from anywhere in the world on +44 7953 966 250.

Alternatively, you can also call through a VOIP service like Skype on +44 800 079 8586.

Peter

[Hitch51]

You misunderstand. My app says I cannot change until May 17 (30 days time). Even if you are right that this can be overridden by a phone call, I bought this expensive plan precisely to avoid the hassle of getting off planes and needing to wrestle with mobile phone companies. You have thus made the plan materially worse half way through my contract. I have been a customer since you were called Orange and I expect to be treated better than this!

[Ali_A]

@Hitch51 

While the app says it cannot be change until a future date, we can assure you you'll be able to change the roaming version you are using much sooner. There is no need to contact Customer Service to make the change as you can do this via text message. You can ignore the date it shows on the app. 

In the near future, the app will be updated to also allow making the change without limitation, as well as no longer showing a future date.

Sorry for any confusion this may have caused. 

Ali 

[Bill40063]

I’ve managed to get EE to switch me to EU roaming and will leave a month before I go to the US and the end of my contract. Twice the customer services team have said they will reinstate athe old roaming packages and twice it hasn’t happened. Don’t believe them.

BT have ruined EE

[Ali_A]

Hi @Bill40063 

The 30-day bar, which prevents you swapping Inclusive Extras, has been removed from Text Service for roaming. 

Can you text ‘PICK’ to 150, to swap between EU & ROW1 without restriction? (At the moment the bar remains in the App).

Ali