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

[Christopher_G]

Hi @DukeofUrl 

The roam abroad pass that is included with the Full Works plans currently covers roaming in the EU, USA, Canada, Australia and New Zealand.

When you land in Singapore, you'll get a 'welcome' message like the one you mentioned, where you can choose which add-ons are available. 

I'm sorry if you've been given incorrect information through our customer support team.

Roaming Costs - Singapore | Help | EE

Chris

[DukeofUrl]

Well that's what I thought but this is a complete mess. Nobody including staff know what's happening with roaming as has become apparent today. Why don't EE clear this up by clearly telling customers what they can expect when roaming and training staff to give correct information. 

[Damienw1]

I honestly think at this point they are just telling people what they want to hear to get/retain customers it's simply too long with no updates All just false promises

[gkpdex]

Hi,

Please would EE show some transparency here?

It's quite clear that we are not all dumb users.

With kind regards,
Paul ********
email: *********
M: +***********

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[Katie_B]

Hi, 

When you are logged in to your EE account online and visit our Roaming Tool it will show you all your available options and what is included with your plan. 

Katie

[Dode_]

@Katie_B  If I buy a 7 day EU pass at 11am on the day I arrive does it end at 11am 7 days later or at midnight before?   i.e. Does it run midnight to midnight?

[gkpdex]

Hi,

That doesn't show correct information.

I have Roaming in ROW Zone 1 which covers Turkey but it indicates I need
a pass when going to Turkey:

While you're away
With a roaming pass, you can use your plan allowance while you’re away.
You may need multiple passes to cover the length of your trip. We will
send you a text when you land.


Turkey is covered in ROW Zone 1 so I should not need to purchase
anything further.

Again EE is misleading and I wish they would be more transparent.

With kind regards,
Paul

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[Katie_B]

Hello @gkpdex. 

Are you seeing this information when you search the roaming tool, when you're logged in?

Katie

[Colstalex]

I have Unlimited Full Works, when I text saying I am going to New Zealand, I get this which is wrong.

Great news, your device is all set to roam in NEW ZEALAND. To use your allowances as you would in the UK, you'll need to buy a pass when you arrive. The charges are: 

£5 for 24 hours

£25 for 7 days

If you don't buy a pass, it'll cost:

Calls: £1.66/min

Texts: £0.76

MMS: £0.89

You will not have access to mobile data unless you buy a pass.

[Matt_124]

When did you take out your Full Works plan?

If your Full Works plan was taken out on or after 29th August 2024, you should have the Roam Further Pass included in your Add-ons section for free and this allows you to use your UK Allowances for calls and texts and up to 50GB of data per billing month at no additional cost in the USA, Canada, Mexico, Australia and New Zealand.

If your Full Works plan was taken out before this point, you will have an Inclusive Extra available that you will need to select to cover you for countries within RoW Zone 1. The countries included in Zone 1 (NZ is one of these) are detailed here: https://ee.co.uk/roamingrefresh