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
• You can get a 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

[Colstalex]

They rarely allow upgrades where you pay less than you currently do if you are still in contract

[chunkywelsh]

Hi @Colstalex , they have in the past for me, as I was signing up to a new 2 year contract at the time, but that option isn't available anymore.

[ukms]

@chunkywelsh ….. out of interest what is your current plan called and what is it you’ve lost ? Presumably the roaming wasn’t part of the contract but an add on? 

[Watsond2]

Dear EE,

Just to check, you have completely stopped the Roam Further / Roam Abroad add ons? So, in the USA for example the only option now is to take the daily or weekly pass (£5 per day or £25 per week)?

And, obviously, hope that the text message comes through properly when landing and that everything works? What do we do if the text message does not come through properly?

Many thanks,

David

Sent from my iPhone

[Katie_B]

Hi @Watsond2. 

Thanks for coming here. 

I can confirm these are no longer active and the available passes are now daily or weekly. 

Please ensure you have roaming active before leaving the UK, once you land and your phone connects to a local network you will receive the welcome text. 

If you do not receive this text, please let us know here on the community. 

Katie

[chunkywelsh]

Hi @ukms ,

My plan is called 'All Rounder SIM Unlimited £30 T' and there was an inclusive extra as part of that called 'Roam Abrad Pass'.  Like most people on this thread, it's the roam abroad pass that I've lost, or rather it's been replaced with 2 separate inclusive extras:
'EU Roaming'
'Roaming Pass ROW'

Now, I submitted a complaint last week to EE (as I was still withing my 30 days of receiving the notification of the change) as the guidance given online, instore and via this community forum was so contradicting, and someone (very nice lady) called me back the same day to discuss my issue in detail.

She told me that I had not lost the ability to roam in the US using my allowance, I just needed to make sure I had the 'Roaming Pass ROW' selected and she guaranteed that I would not be charged any extra and I would not need to buy a roaming pass.  I asked her to confirm that last part several times on the call and she did, she said categorically that my plan would allow me to travel to the US and use my allowances at no extra cost.

However.........
When I've logged into my account on my app today I can see that the 'Roaming Pass ROW' is active:

But when I go to the roaming section of the app it tells me I'm setup to roam in any country but I need to buy a pass:

And when I look at roaming costs for the US it tells me I need to spend:

And just to confuse matters even more, if I login to my account via a computer and look at my inclusive extra, I see this!:

Under the 'See more' link I get this:

Which tells me I can travel to places like the US, Malaysia, Thailand etc and it won't cost me any more, so which do I believe?  I'm so confused 😫

[chistery]

@chunkywelsh If you have the Roaming Pass ROW selected and active, you can roam in the USA as the USA is a ROW1 country.

[chunkywelsh]

Hi @chistery , yes, I get that, my question is can I roam for free, or do I need to buy a pass?  I've had so many conflicting answers I dont' know!

You can see the screenshots I uploaded below, one set says I need to buy a pass, and the other says it won't cost me a penny more, and the complaint handler I spoke to confirmed the latter too, so which is it? 😥

[chistery]

I don't think the EE app is clever enough to know which add on you may have selected, so yes, it's correct in that you need one, but your screenshot shows your have it active already.

[hotpot01]

Just noticed today although may have been updated previously that the EE app now lists your roaming add-on correctly 

regards if included or chargeable.

I have Row 1 as inclusive  extra so Thailand for example I can "Roam Like Home"

If I choose Spain however it tells me I need to change to add-on to EU Roaming.