Roaming add-ons. How do they interact?

[Elina_K]

Ι have full roaming, roam in EU and Roam Further pass active in my new plan. 
Ηοw do these interact?
In my previous plan I was able to use my allowance to call from/to US/EU while roaming and I asked for the same to be retained when I signed the new plan. Now I am facing charges and roaming failures. 
Does anyone know more about roaming add-ons and how they are combined?

[Elina_K]

Τhanks @bristolian  Ι 've submitted my complaint for misleading customer service yesterday. This is my 3rd complaint following my two previous complaints for roaming failures (March and May 2025). I am looking on it and I 'll make sure I will follow the rules for external referrals. My first complaint in March was a deadlock anyway. The problem remained when I arrived in the USA again in May and I had to submit a second complaint for the same roaming issue. 

I just keep wondering, why I could use my allowances to make calls from the USA to Greece while roaming, until the renewal of my contract in January 2025, and after the upgrade, I can't? What kind of add-ons would let me continue what I had previously, when I was on a cheaper plan with just a further roaming add-on? Now I have a more expensive plan, the same further roaming add-on, plus 2 others, and I am charged for calls. And they call this, "upgrade"!
Does anyone have any idea about it? Are there add-ons that would allow to use my allowances for calls between countries of different roaming groups? Why can't my EU roaming, my full roaming pass, and my Further Roaming pass combine and let me use my allowances to make calls from the US to Europe?

[XRaySpeX]

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@Elina_K wrote:

Are there add-ons that would allow to use my allowances for calls between countries of different roaming groups? 

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That's a good Q!

@Alex_H : Take the Brazil in ROW Zone 3 in order to generalise it (similarly for other Zones): It says that with the Zone 3 1-day Pass you get unlimited minutes & texts. But to where? Anywhere, within the Zone, within the country & UK  or just within country?

[Peter_W]

@XRaySpeX I've had a check of the roaming terms in our Price Guide, and when referring to the EU Zone it does mention calls being inclusive 'within the zone' which to me indicates that calls between different countries, e.g. France to Germany, would be covered. 

As @Elina_K has highlighted though, now that the EU destinations and the five additional countries have been split up into separate passes, I'm not 100% sure on if there's any inter-linking between these if you have both passes active. 

The same goes for other destinations such as calling between countries within Zone 3 like you mentioned. 

I'm going to reach out and see if I can get a bit of clarity on this one - it's likely also dependent on the plan and passes a customer has active, but it would be good to get a breakdown of the general rules here!

Peter

[Elina_K]

Ηi everyone, thank you for looking into my case and providing insight!🙏 

I just wanted to share an update following the helpful feedback I received here previously.

After contacting EE again to complain about being wrongly advised to add the UK International Call Add-On, I was unfortunately misled again. This time, a different advisor told me to remove that add-on and instead recommended a 500-minute international calling add-on supposedly valid from anywhere to anywhere, for the same price (£14).

I added it, only to find that it didn’t work either — I still couldn't make international calls, despite being told it would solve the issue.

In the meantime, I had already submitted a formal complaint for mis-selling and repeated roaming failures. Today, an EE representative finally contacted me regarding that complaint.

She confirmed there is currently no available EE solution that allows international calls between countries in different roaming zones (e.g. from the USA to Greece) using existing add-ons or standard UK allowances — and she could not explain why this had worked under my previous plan.

She did acknowledge that I had been repeatedly misadvised and apologised. As compensation:

• EE removed all charges for the roaming-related add-ons and call attempts linked to incorrect guidance and troubleshooting.

• I was also offered £30 goodwill compensation for the inconvenience.

However, she refused my request to be released from my 24-month contract, despite all the above. I’ve asked her to escalate my case further, as I strongly believe that the misinformation, service failures, and roaming inconsistencies fully justify contract termination.

I’ll update again once I hear more, but I hope this is useful for anyone else facing similar roaming or international call limitations with EE. Make sure to document everything and don’t hesitate to escalate if you feel you’re not being treated fairly.

[XRaySpeX]

Yes, any service with "International Call" in its name is making a call from your home country, in our case UK, to abroad. When roaming you are not then in your home country.