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

[Schockwave]

@Egara , have you tried doing a manual search for a network?

If roaming is enabled on your account and you have received the welcome text, then you should be able to use your phone, also make sure that you have the international prefix number such as +44 for the UK, omitting the 0 to make calls.

[mavericke]

Sorry to hijack the tread. Can anyone confirmed the following, please?

My plan: Full Works.

I will be travelling to countries within Zone 1. Can I make a local call (call within same Zone 1 country) when I'm in the country listed within Zone 1 ? Will it be part of the package, please?

Thanks.

[Sheeply]

So we're currently travelling in Europe and have received a text each time we enter a new country. My wife's message says she can use her minutes etc. at no extra cost but mine will charge me £2.59 per day if I do nothing, or £15 per week if I sign up for a Europe Zone Pass.  It provides a web link, but despite many other websites working fine, that link wouldn't even open until just now - but there's no option to buy a Europe Zone Pass anywhere! 

Any advice appreciated!

[Schockwave]

@mavericke ,yes it will be free, as long as you are making calls to the country you are in and also making calls from there back to the UK. Other countries, where you are not in, will incur a charge, but not the country you are in.

[Sheeply]

So it appears EE has placed a "pass purchase bar" on my number for no apparent reason. I've called, EE were very helpful and sorted out within 30 minutes and apart from me actually having to pay the £15 per week, all is good!

[Confused20]

I took out my (all round 150?) contract with EE because it included EU Roaming and inclusive extra that allowed roaming in several other ROW countries (specifically US and AUS). Oddly enough I don’t want EE to change my contract mid-way through such that I have to give them more money for something that I think should already be provided as part of the contract. So is that basically what is happening?

[Michael_D]

Hi @Confused20 

Welcome to the community.

Which price plan are you currently on? You can check the name in Manage and then Mobile & SIMs in the EE app.

When did you take the contract out?

Michael

[chunkywelsh]

To add insult to injury now, EE is offering the following wonderful deal:

Which is £1 cheaper than I'm paying now, but includes global roaming (which is what we've all lost as a result of this ridiculously stupid decision).

As my current contract is still within the minimum term I can upgrade to that plan, but I will have to pay the full cost which is £48 a month:

I would gladly sign up to a new 24 month contract if I could get the cheaper option, but I'm told (by the sales team I spoke to, who were incidentally really nice and I cannot fault them at all) that the cheaper deal is for new customers or out of contract customers.

This is really poor customer service by a company that has already annoyed a large number of it's customer base by removing this one option, and surprising as in the past they've always allowed me to change mid contract with no problems.

The options I was given on the phone were:
1. Pay out my existing contract (some £400+) and sign up for the new one
2. Sign up for broadband at the same time and get the cheaper price, but you don't offer broadband at my address so that's not an option I can use (I would have if it was available!)
3. Upgrade my SIM only plan to a new handset and plan and almost triple my monthly charge and get a handset I don't need

EE should really be ashamed of themselves for this.

[ukms]

@chunkywelsh have you looked at the upgrade options within the EE app specifically for your account ? .... I appreciate that you've spoken to EE sales but they are not always correct, I recently changed mine mid contract to the same plan (full works) but a better offer, it showed in the app as available but when I called sales they told me it was for new customers, I sent them a screenshot of the offer and they honoured it and changed it straight away. Just FYI from experience the offers can depend on your profile, spend etc but its certainly worth a look !  

[chunkywelsh]

Hi ukms, yes I have checked, the 2nd screenshot is from my account when I click on upgrade and it's the same result in the app as well, I can see the offers, but I'm only given them at full price (£48 instead of 29).

Like you I've been able to upgrade mid contract before and taken advantage of the better deal both through the app or speaking to the sales team but it seems that option is no longer available either.  I used to hold EE in high regard as a company but now as soon as my (useless) contract is up I will be moving back to another provider.