Roaming refresh

[JordanTA]

What’s changing?

• We’ve made non Europe Zone roaming easier with EE. From the 4^th of December we'll be launching our new roaming passes that you can buy from the moment you land
• This means we’re removing a number of Inclusive Extras passes and add-ons listed below and you will no longer be able to buy a pass before you travel
• For customers with inclusive EU Roaming today or iPhone Full Works plans, nothing is changing and those roaming benefits will stay the same. To see our new plans with roaming included click here

How can I see the new prices?

• All our new roaming information is available online at Roaming Refresh via our Roaming Calculator, or by texting ROAM to 150

What if I don’t buy a pass when I’ve landed outside of the Europe zone?

• You can use minutes and texts, but out of bundle rates will apply
• You will not be able to use data
• Out of bundle rates vary dependent on the zone follow this link to find the most accurate costs for your trip
• We recommend buying a pass to cover all usage across minutes, texts and data

I received a text about my roaming products being removed, which products are no longer being sold?

• The following products will no longer be available to select from the 4^th of December. If you already have one of these products, it will continue to work until you are notified that this has been removed from your account
• Roam Abroad Pass, Roam Further Pass, Roam Abroad Inclusive Extra, Roam Further Inclusive Extra, Travel Data Pass, World Select Talk and Text, Anywhere Minutes, Anywhere Texts

What happens when my product is removed?

• You will receive a text from us when the product has been removed with more information on our new offers and instructions on how to purchase them

Inclusive Extras:

• We will be in touch with details of when your Inclusive Extras will be changing. There'll be two new products; one for EU zone roaming and one for ROW 1 zone, which covers 33 destinations

How will this affect my travel in Europe?

• There are no changes to the way you use your device in Europe immediately as part of this change
• We have introduced a new EU roaming Inclusive Extra for customers on plans that can select a benefit as part of their plan
• In 2025, there will be an EU 7-day pass which will make it cheaper for customers who pay our daily roaming charge in the EU to use their device for a full 7 days

[relax24]

I seem to get such conflicting answers for what should be a simple query. I've just upgraded via call with an ee guide to "full works" plan. With that I understand by default it should come with free roaming for all eu and row zone 1 countries. 

In my app it only says roam further - USA, Canada, Australia, New Zealand. If I check UAE for example, it says I have to buy a pass. 

The ee support messaging says yes just those 4 countries are included. Another support contact says you will get all the zone 1 countries included.

I'm not sure why the app is so out of touch with the actual plan or what the actual included countries are. 

Thanks in advance. 

[Matt_124]

Currently it comes with the Roam Further add-on which gives roaming in 5 ROW Countries (USA, Canada, Australia, Mexico, New Zealand)

There have been no clear-cut assurances given yet directly from EE's own comms as to when (or whether) the plan will get the ROW1 countries thrown in, so as it stands it currently has those 5 countries as listed above.

There was one community post from one of the Community Support Team stating:

"We are working on some changes which will allow Full Works customers (taken on or after 29th August 2024) to have access to EE's Rest of World Zone 1 at no extra cost."

Read here for the rest of that discussion:

https://community.ee.co.uk/t5/Roaming/Roaming-refresh-Free-roaming-removal-Full-Works-Plan-after-Aug...

[XRaySpeX]

Not all ROW Zone 1 countries. Full Works includes roaming in the EU and beyond where "beyond" is the 5 non-EU countries USA, Canada, Australia, New Zealand & Mexico. Refer to e.g. https://ee.co.uk/help/mobile/roaming/roaming-costs/countries/mexico

[drzia]

Hello,

I had the same query. I called 150 yesterday and the guide said that roam further pass will cover zone 1 countries as well. But no direct communication from EE.

Thank you.

[LMG67]

I am trying with no success from my trip to NZ to reach any of the help text numbers 

I have also tried all the help numbers to EE which ring and then get cut off. 
it is impossible to find a way to make contact online or by email. 
My phone receives texts saying my roaming cap has run down and finally ended but my phone won't offer me the option to turn roaming on.

This is totally unhelpful. I need to use my Google maps and cant

Totally useless service on all fronts 

Need help to sort this 

[Linzi_H]

Hi @LMG67 

If you're abroad and haven't activated roaming, the best thing is to speak to our team directly so they can help further.
Have you tried calling through Skype (00448000798586)? 

Linzi 

[Burnsy13]

Hi when I travel in Europe I usually buy the monthly roaming pass and remove it when I get home but I cannot find this on here now. I understand you can just pay the 2.47 per day but I like to have the comfort of being able to just use my phone as I would at home with the data etc but I cannot find d it to purchase can you help

[Linzi_H]

Hi @Burnsy13 

The Roam Abroad add-on at £25 per month is no longer available to purchase, however, the £2.47 per day option is the right one to use for travelling in the EU if your current plan does not include this already. This add-on will already be on your account and ready to use when you need it. 
To check out current costs and the best add-ons available check our Roaming help page.

Linzi 

[Legin51]

Hi Jordon. Just arrived in Thailand and wanted to activate a weekly pass.

However when clicking on the link that was texted to me on arrival, the only option I have is for an old style day travel pass with 500mb of data.

I chatted with a ( real -not AI) agent online who looked into my account but could not get it to work. Spend cap was turned off, phone restarted.. nothing worked
I still have Travel Data Pass showing as an add on in my account, should it delete this? 
been a customer for 24 years and not had such a fustrating experience. Abroad for next 4 weeks so really would appreciate any advise 

[Leanne_T]

Morning @Legin51 

Thanks for coming to the community. 

If you give us a call, our mobile guides will get the Travel Data Pass removed and help you get the Roaming Pass you would like set up. 

Ways to get in touch can be found in the Contact Us page. 

Thanks.

Leanne.