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.  

[Hitch51]

This is nonsense. You introduced this change in November so, if the app still says 30 days, that must have been the intention and clearly still is. Fobbing us off with talk of how it can be overridden if we call or text is pathetic. I laughed particularly at the suggestion from @Peter_W that we could call using Skype! @@Bill40063 is right. EE is no longer a business that behaves properly and, given that this is what happened to Plusnet, it sounds likely that BT's malign influence is the cause. O2 seems to offer what EE did offer and actually at a cheaper price so I will vote with my feet as well. Unfortunately, unlike Bill, my contract still has 9 months to run.

[Gary187570]

Could you tell me how to switch to ROW zone 1 please as i cant see an option on my app

[Chris_S]

Hi @Gary187570 You'll receive a welcome text when you land in your destination, which will link you to your pass options. Meaning you can enjoy your break with maximum peace of mind.

Are you still in the UK, or are you already outside of the country?

Chris S

[Gary187570]

Sent from Yahoo Mail for iPhone

[Matt_124]

If you are on an All Rounder or Full Works plan taken out before August 29th 2024 and this is an Inclusive Extra option you are enquiring about, you would likely need to call Customer Services on 150 so they can switch it.

The option is usually found in Mobile Add-ons > Inclusive Extras > View Inclusive Extras > Change Inclusive Extras and this allows you to select what option you want to change it to.

The button is likely greyed out if it has been changed over to something else within the last 30 days, either by yourself or EE when removing the older Roam Abroad Pass Inclusive Extra.

Depending on your circumstances, EE Customer Services can change this over for you if you call them.

[LauraC859]

I am equally annoyed by this change. Like others I received a text and rang EE with my concerns. I was told that as long as I didn’t change my inclusive extra away from the old ‘roam further’ or whatever it was called then I would receive the same Roaming as I had before EE changed it. However if I swapped to a different inclusive extra it would be lost.  EE have now changed it automatically to the EU only one (or whatever they are now touting it to be) and like others on the app I can’t change until tomorrow. I wasn’t informed it had been changed which is really irritating and again, like others have said it’s made things more difficult than they were before. I still have a year left in my contract but will be seriously considering other providers as feel really let down.
How can you just change a contract mid contract? If I did that I guarantee that EE would be chasing me for money….yet the other way round…it costs the customer more. Very poor EE. Do better. 

[Michael_D]

Hi @LauraC859 

Thanks for coming to the community.

I can understand your concern at the change. You certainly shouldn't have been told that Roam Further would remain in place as long as you didn't change.

The range of inclusive extras is always subject to change, which is outlined in the Inclusive Extras Terms and Conditions. In this instance the default of EU roaming is set up as it is likely to be used by more customers.

Are you currently abroad in a ROW 1 zone country? 

If you are, can you try to text PICK to 150 to see if you can change the inclusive extra?

Moving forwards, it will be something that you can change every 30 days.

Michael

[Hitch51]

Interesting that EE's story has changed. Previous EE replies to this thread implied that the 30 day restriction on the app could always be over-ridden with a call or text to EE. Now, @Michael_D says that, if EE has put you in the wrong one, it MIGHT change you if you call them but, "moving forwards", you can only "change every 30 days". If so, I do not care what page 94 of the T&Cs says, the key feature of this plan, the ability to travel from London to Paris and then to New York free of roaming charges, has been unilaterally withdrawn. I would say shame on you, EE but this is seemingly a company without shame.