Roaming EU or Roaming ROW

[motorola222]

Hi

Im going away to the USA this week, ive got a swappable benifit i can use to switch to. So was going to switch it to Roaming to allow me to use the Data/Mins/Texts when abroad. 

However there are two available EU and ROW, the More info on ROW tell me nothing, only to look at a table(which isnt listed) . but the EU one seems to mention USA in it, is that correct, the EU Pass is for Europe, USA, Canda, Mexico, Austalia and New Zealand, or am i miss reading something. 

Kind regards

Tom. 

[Peter_W]

Hi @Antilu.

Welcome to the EE Community, and I hope you've been enjoying your time in Canada so far, too.

I'm glad to hear that you managed to get the add-on switched over, but can totally understand your concerns around the £5 you initially spent. 

When you get the chance, I'd recommend getting in touch with our customer care team, and they'll be able to bring up your account and check over these charges. 

Before going away anywhere I'd always recommend checking out our roaming tool too, and this will give you an up to date breakdown of all our available add-ons.

Peter

[slickylyes]

Hi Peter

Just wondering what they can do in the customer support team as I have been with ee for around 20 years. I have stayed with them recently, on the highest package available,  due to the roaming charges being included in the eu and then the rest of the world being as an inclusive extra due to travelling.

When I renewed, as I always do, I asked if that would still be the case and I was told yes.

Now I am paying the same amount, but have lost benefits due to this (ridiculous) new rule.

Can you advise what can be done, as I think this is a bit of a scam to say the least.

Fair enough, when I renew again let me know about the change, but to do it part way through a contract is disgusting.

[Antilu]

Hi Peter,

I will definitely reach out to the customer care team to sort this out but it's not really helpful to point out the 'roaming tool' when others have mentioned that they had both EU roaming and other countries (in my case Canada) in the same inclusive extra.   I did not bother to check on this occasion as I travel to Canada about twice a year.   An email warning me of the changes ahead of time would have been helpful.   

[Peter_W]

Hi @slickylyes.

No customers here have lost any specific benefits, for existing plans that featured inclusive roaming as standard they'll continue to receive this.

The main change that took place is around splitting the EU and five additional destinations into two separate passes that are both available to customers that can pick inclusive extras. 

The new separate Zone 1 roaming pass includes those five additional destinations, along with 28 new destinations, but I do appreciate sometimes customers can visit both the EU and these additional countries within the same billing month. 

If this was going to be the case, if you speak with our team they can look over your options around the inclusive extras and make sure we find a solution that best suits you.

Peter