Roaming All-Inclusive Pass suddenly removed --

[sophievanw]

If anyone could help I would appreciate it. I had Roaming ROW as an all-inclusive extra, which up until now has worked fine in the USA. I'm currently in the USA. Yesterday, I received a notification that the Roaming all-inclusive extra has been switched to Roaming EU. I've tried for hours to switch this and to contact someone at EE but it's impossible to reach a human or to do this online. I need my phone for work and cannot use this without buying additional roam abroad passes (I already had to buy one so I could call EE). Suggestions are welcome. 

[comeocome]

Entirely agreed!!! The app, and initial communication to customers about benefits change are not clear at all. 

As for your point - I don’t understand why EE would care if customers are “changing the benefits too frequently”? A customer can only be in one place at a time. It will cost EE more for users to call EE/ message someone on their end for such a simple solution… more call volume/ staff costs here. 

[Lesley_W]

I can get this fed back @comeocome 

What plan are you on at the moment? Which extra did you previously had picked?

Lesley

[gazza8941]

yeah, it's a total joke. They just changed the add-on for people in-contract. Not offering it again when people sign a new contract is annoying but I guess fair enough, but pulling the rug out to people who are in contract...no idea how that's legal

[Michael_D]

Hi @gazza8941 

Our products are always subject to change and as part of the last roaming refresh we did remove the Roam Abroad Pass. The range of inclusive extras is always subject to change, which is outlined in the Inclusive Extras Terms and Conditions. 

If you had an All Rounder plan from before 29th August 2024, and had the Roam Abroad Pass as an inclusive benefit, you would now have been changed to EU roaming, but it can be changed to ROW Zone 1, which includes more countries in the EE app or by texting PICK to 150.

Michael

[Shaq100]

Hi Michael,

The trouble is that when I texted PICK to 150 it says that I have to wait until 30 days after last time I changed, and I needed it earlier than that.

Emil

[Katie_B]

Hi @Shaq100. 

Unfortunately this is correct, you can only change your Inclusive Extra every 30 days. 

Katie

[Shaq100]

Hi Katie,

Thank you for the answer, but this is not what I signed up in May 2024 with EE. There was no restriction of not being able to switch earlier than 30 days between Europe and USA roaming, and this is was one of the reasons I chose EE at the time. So can the change be done over the phone earlier than 30 days?

Shaq

[Michael_D · Accepted solution]

If you speak to our team over the phone, they will see if they are able to change it within the 30 days if you need to amend it @Shaq100.

They can also look at the options for changing the plan to our Full Works plan, which gives you EU and Zone 1 roaming in the plan without needing to change the inclusive benefit

Michael