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

[RorBla]

I joined EE on Thurs. Telesales called me and I took the Full Works plan.

I asked about Roam Further which is an included extra (as I travel a lot) and the sales agent said that new countries have been added to the Roam Further list - it’s all ROW1 countries, not just the selection of ROW1 countries that were previously included.

[ukms]

Out of interest have you had a look at the app to check the charges on some of the countries now added ? Could you check UAE and see what it shows on your account ? 

[Matt_124]

I'm not sure on this info based on checking the EE Pay Monthly Plan T&Cs. They were updated on the 7th Jan but do not list any additional countries or changes under the "Roam Further Pass" as of yet.

It states: "The Roam Further Pass is included in Full Works plans and allows you to access your standard plan allowances in the USA, Canada, Mexico, Australia and New Zealand plus the 47 European destinations in our Europe Roaming Zone (as set out above) in addition to the UK and Republic of Ireland. Remember, as set out above, the data fair use policy outside UK of 50GB applies. Allowances last until next bill or until used up, whichever comes first. Allowances don’t roll over. Our stable links policy applies, as set out above. Once you have used up the allowance, or hit your 50GB fair use amount, standard rates apply as set out in the Non-Standard Price Guide."

Every possibility that it is in the pipeline and coming later, but it's not in the T&Cs yet so I doubt there's been any change.

[JBean0812]

I joined this week too, I was told the “further” was US, Canada, Mexico, Australia and NZ. 

My account, bills and paper work only references the EU zone and those countries. Nothing about ROW Zone 1

[Plymouthbloke1]

This has to be the most disjointed, confusing, irritating and completely avoidable issue that EE has had for ages. The lack of clarity for a communication company is ludicrous.

[Legin51]

For information only, I landed in Thailand earlier this week and was unable to purchase a weekly pass.

Tried using the chat service but the operator was unable to fix the problem and recommended i call customer services.

Probably the most helpful advice I was given was to use Skype to call EE customer services in the uk on WiFi - thus avoiding call charges! 

the number is +44 8009566000 it’s free to call on Skype.

After about 20 mins on a call to the UK team the operator was able to “fix” the problem by apparently “gifting” me unlimited data and calls whilst i am abroad in Zone 1 countries including both I am visiting - Thailand and New Zealand. 
Have to say that the new weekly zone packages that allow you to use your UK allowances abroad should be a great improvement - once EE get hem working properly.

[gkpdex]

Fully agree. Why is there no direct link to everything rather than convoluted and confusing pages?

[JBean0812]

I switched from 3 and have to say the customer service element I’ve experienced from EE has been top notch. 

IF the ROW1 Zone 1 full list replaces the 5 countries that would be awesome, but even paying for roaming it’s very competitive to 3, especially when you factor in the level of service (I appreciate others may have a different opinion here). 

[RorBla]

I just moved over from Three too. Conversely, I haven’t had the greatest customer service.

- I was set up with an eSIM, but couldn't activate my EE account due to not having a number to receive 2FA texts to access the app to activate my eSIM

- I had to go to an EE store to pick up a physical SIM, which railroaded my plans for Friday

- I managed to access the app, but none of my account info was showing, and it appeared my account hadn’t been set up properly so I couldn’t see any account info

It hasn’t given a good first impression of EE.

However, all of the agents I’ve spoken with have been excellent - friendly, engaging, helpful, really willing to solve the problem; this is a breath of fresh air after 12 years with Three.

Hopefully, EE will clarify this uncertainty with roaming soon. I won’t be pleased if what I was told by the salesperson turns out to not be true; it’d feel like deliberate mis-selling/embellishment of what is on offer just to get a sale.

[Matt_124]

In fairness we have been told this by one of the Community Support Team on a similar thread, so there's a chance it might happen yet:

"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."