Roaming

[Reid2505]

Don’t fall into same trap as me. My son went on holiday to Florida so we were looking for best options so he could keep in contact when away. After phoning customer services and asking what options we had they suggested roaming abroad because we were unlimited data we could pay £30 per week and he would get 50g per week and unlimited texts and calls back to uk. He would receive a text when he arrives follow the instructions and that’s him sorted. Great first few days went by then started getting some messages you have used 50% data  then another few days 80% data then you have run out when checking phone he had only used 7g for the week but luckily it was the end of week so purchase another roaming bundle. No text no internet except WiFi where he could find it to send a message home to see what’s going on. So I called EE Turns out info I was given was incorrect I have 6 sims 2 unlimited and 4 on a £7 per month 7g per month deal but with also having EE broadband in the house we get unlimited data on all sims but only in uk. So long story short yes you can take roaming in USA  but it reverts back to 7g not unlimited like I was told with a 50g fair usage policy and in your monthly billing cycle not per week. So £30 for 7g day light robbery so second week couldn’t even purchase second bundle because monthly allowance was used so was sorry we can’t do anything for you felt abandoned. Ended up purchasing an e sim out there for half the price with more than double the data. Be careful don’t always listen to the operator as obviously this one was wrong no offer of compensation just sorry your on your own. Thanks but no thanks. 

[Northerner · Accepted solution]

Hi @Reid2505 

Did you specify which of the 6 Sims you wanted upgrading.

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks 

[Reid2505]

Hi yes i said the number to them. If we had known he could have taken my spare sim from router and used this for his time away 

[XRaySpeX]

@Reid2505 : Your data allowance while roaming is limited to that of your UK data allowance or 50GB per billing month if you have more.

[Reid2505]

Hi this is not technically right we were led to believe we would get 50g per roam pass this was wrong. But even 50g per billing cycle is wrong as well. The plan he has is 7g but in uk since i have EE broadband its unlimited but only in uk outside of uk it reverts back to the 7g per billing cycle 

[XRaySpeX]

It's only 50 GB per billing month if you have more. You don't! You have 7 GB per billing month.

[Reid2505]

And my point is we weren’t told this when i called to ask about roaming abroad. I am making everyone else aware of this as to not fall into false pretences that we fell into 

[Chris_S]

Hi @Reid2505 

Thanks for getting in touch and sharing your experience.

I'd love for one of our guides to get this looked into for you.

I'd recommend giving us a call at your earliest convenience.

If you'd like to make a complaint about your experience, a guide can log a complaint on your account.

Chris S