Roaming EU

[Stan3234]

Hello,

I’ve just received a £427 bill from EE, mostly for roaming charges while I was in Poland.

I’m on the Full Works iPhone SIM plan. Before travelling, I specifically asked an EE store employee whether EU roaming was included, and was told yes. I assumed I could use my phone in Poland as normal.

I didn’t activate a Roam Abroad Pass — because I didn’t even know I had to. I also didn’t receive any SMS warnings about extra charges.

тыNow my phone is restricted and I can’t call support. This is a huge bill, and I feel it’s very unfair given the wrong information I was given.

Can someone from EE please help me dispute this or advise what to do? I’d like to raise a formal complaint if needed.

[bristolian]

What exactly have you been charged for? We can't see your bill, and there's no access to individual accounts on this forum.

Poland is part of EE's EU-zone, so the fallback position would be a £2.59/day charge to use your UK allowances.

So what exactly have you been charged for - roaming passes? Daily charges? Per-minute/per-text uses?

Were you able to use mobile data in Poland? That would be good evidence of an add-on being in-place if so, as data roaming won't work without one.

In hindsight for you, but a spend-cap may also be worth considering.

[Stan3234]

Thanks for the reply.

The charges were for calls made from Poland to UK numbers — I was charged per-minute, and they added up to over £370.

I was able to use mobile data without issues, but didn’t activate any add-on like Roam Abroad Pass.

I was told in store that EU roaming was included, so I didn’t expect any extra charges.

I’ve posted here because I can’t contact support right now due to account restrictions. Just looking for clarity and advice until I can speak to EE directly tomorrow.

[Katie_B · Accepted solution]

Hi @Stan3234. 

Thanks for getting back to us. 

I would definitely recommend giving customer care a call, if you are unable to call you can also visit your local EE Store who will be able to connect you to an agent. 

The team have account access and can look into this further for you. 

Katie

[bristolian]

The Roam Abroad pass hasn't existed for well over 6months now, but as per my previous post - the daily charge is the fallback position, so that should cover calls to UK numbers and thus - on the face of it - this sounds like a billing error.

Do the daily charges show on your bill also?

[Stan3234]

Hi Katie,

I’ve just visited an EE store, but unfortunately they told me they couldn’t help directly and advised me to call customer service.

I managed to call, and they’ve now restored my mobile data and calling access.

The support team said they would review my case and get back to me within 3 working days.

I’ll wait for their response, and hopefully this can be resolved fairly.

Thanks again for your time and help here.

[Stan3234]

Thanks again for the info — that’s very helpful.

I wasn’t aware that the Roam Abroad Pass had been removed, and the EE store staff still mentioned it as if it existed, which added to my confusion.

I’ve just double-checked my bill: there are no daily charges (£2.59/day) listed — just individual charges for calls, billed per minute, even though they were to UK numbers while I was in Poland.

So it really does seem like something went wrong with how the charges were applied.

I’m waiting to hear back from EE support within the next 3 days — hopefully they’ll recognise this as a billing error.

[Leanne_T]

Hi @Stan3234 

Thanks for coming back to us with an update. 

Please let us know how you get on, once the team get back to you in a few days 🙂

Leanne.