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

[Damienw1]

Still no update on this so Full works plan customers are being penalised now as we cannot even access this as an inclusive extra 

[DB113]

Hi...

I'm a £15/month Subscription Pack, and recently moved from monthly top-ups to paying monthly.  As a result I have a £23.30 credit.  I'd like to use that credit to pay for the roaming charges when I go to the EU in a few months.  Is that possible or do I need to contact Customer Support to ensure the credit funds pay for the roaming?

Thanks...

[Chelsea130]

@JordanTA To further erode confidence in this whole thing; I have logged into my app over the last few days to check the roaming calculator - which is supposedly personalised to you as it looks up you specific tariff. I am on the 2023 All Rounder with 1 inclusive extra - roam abroad. This includes EU and 5 other countries - USA etc.

The inclusive extra is still live on my account but the app says I will need to buy a pass when landing. However log into the desktop version and it does recognise the inclusive extra! and says "Good news! Thanks to your roam abroad pass you can enjoy your data abroad etc etc" as it always has said in the past.

Nothing works as it should! So which is correct?! I travel frequently and need to know what I am paying.

[Chelsea130]

Agreed, poorly managed is an understatement. People coming up for renewal should think very carefully before committing, if roaming is important to them. EE seem incapable of directly answering basic questions surrounding this. 

[Matt_124]

Hi @Chelsea130 

As you are on a 2023 (Pre Tariff Refresh) plan your Roam Abroad Pass is likely to get removed as your Inclusive Extra but you'll be able to choose one of the 2 new Inclusive Extras to replace it I believe.

If you go in and look at your options for changing your Inclusive Extra they should already be there to choose from as other users have been able to choose them.

The 2 choices will be either EU, or RoW Zone 1 which would include those other countries like the USA and also more.

So it would be either EU or the Zone 1 countries, and you can switch between every 30 days.

[Matt_124]

Absolutely.

Just the important distinction for people to make is that it is not the Guides who personally set these rules, it is the company's leadership team, and the guides have no power over the way these things are done unfortunately.

A lot of the times people can misdirect their frustration at those on the front line and not realising that in most cases these guys like to advocate for the customer.

Just ask the Guide to feed back the concerns to management or raise a complaint, instead of some people feeling the need to blame or attack the Guides and Support Team personally.

Enough of this should hopefully encourage a response from EE's Comms teams that Guides can then give to us customers.

[Chelsea130]

@Matt_124 What I have as an option is Roaming Pass ROW - "Use your minutes, tests and data in more destinations including 47 EU countries and eligible counties in ROW1 zone"

What those eligible countries are, of course it doesn't say! How helpful!

The fact the desktop log-in recognises and accounts for my current Roam Abroad Pass, but the app version doesn't - isn't really inspiring any confidence at all!

[Chelsea130]

No, agreed it's not their fault, they are just doing a job. However none the less, for the most part you get stock responses which half the time aren't correct anyway. Most valuable information here comes from other actual customers.

[Damienw1]

We have been asking for some time whats happening with full works plans as we have no access to the new add on and it's just silence

[Matt_124]

To be fair the add-ons pages never really have listed out the countries in the past, if you take a look on https://ee.co.uk/roamingrefresh you should be able to see the list of all Zones there. The use of the word "eligible" in relation to them is curious though, but I would give the benefit of the doubt and say that it will include all of Zone 1 until we hear anything to the contrary.

That will be the Inclusive Extra to replace your Roam Abroad Pass when it gets removed from EE's system some time in Jan.

All the guidance states they will be two separate options for either EU or Zone 1, the description of the pass seems like it is incorrect in relation. Do you have the option for an EU Pass or is it just that RoW one you can see?