Speaking to someone from abroad

[Pm250]

Hi,

Can anyone please tell me how to speak to someone from abroad? 

I live in Italy now but I still need to use my UK/EE number and would like to find out how I can make phone calls to the UK using my EE without being charged at standard rates (which are super expensive!). 

I've already tried the number from abroad +4407953966150 but there is no option to speak to anyone. Calling 150 does not work - the line was cut off after 2 seconds and I'm thinking it is because I spent all the credit making these 2 calls! 

I don't want to spend £50 to ask someone how I can avoid  paying £50 to call the UK. 

Thank you! 

[ee_user14]

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@Pm250 wrote:

how I can make phone calls to the UK using my EE without being charged at standard rates (which are super expensive!). 

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If you're on pay-monthly, there's no such thing as standard-rates for roaming within the EU. You pay a £2.59/day or £16.50/week flat fee for access to your UK allowances abroad.

You've mentioned adding credit so I'll assume you're on PAYG. Do have a pack or add-on whilst in the UK? If you have a network connection, you should be able to get personalised roaming charges by texting ROAM to 150

[XRaySpeX]

Are you on PAYG (implied from having credit)? How long have you been out of UK? When did you last make a chargeable action from that no.?

@ee_user14 : ROAM text don't work on PAYG.

[Pm250]

Hi, thank you both for your reply. 

@ee_user14 I am on pay as you go correct and I pay for a £10 plan when I need it.

I was last in the UK last month and topped it up.

Is there anything I can do to use the phone from abroad without having to pay extra? I only need it to make phone calls so maybe some add-ons? 

Thank you

[XRaySpeX]

When you were in UK did you make any calls or texts outside a £10 plan?

Last month when you topped up £10 did you buy the £10 with it &, if so, is that £10 pack still active or has it expired?

Timing of your actions might be crucial to this situation so please be exact as to when & what things took place.

You can always make calls from your credit.

[Pm250]

I know I can make calls from my credit but it would be too expensive to call or receive calls to and from the UK while abroad - I know this because I finished my credit a few times in the past while I was here! That's why I'm asking if there's an add on for being abroad or anything else I can do where I can cheaper rates/minutes to call from abroad. 

As for the plan, I topped up more than £10 for the plan so I had credit left. 

When I was in the UK I did NOT make any calls or text outside the plan. 

The £10 pack is only valid for 30 days and I can only renew it by topping up again. But it specifically says that I have 500 minutes, unlimited texts and 8GB to use in the UK only. 

Any idea of what I could do? 

Or any way I could speak to an advisor (either call or chat) to get this resolved quickly? Otherwise I will have to look into other options with other providers...

[Ali_A · Accepted solution]

Hi @Pm250 

When you arrive in Italy, if you have an active 30-Day plan/Saver plan we’ll send you a text to opt in to either of our roaming add-ons:
 

• Roam like Home for 24 hours (£2.50 a day)
• Roam like Home for 7 days (£10 for 7 days)

Either of these bundles allow you to use your 30-day pack allowances in Italy just as you would in the UK. 

If you choose not to opt in to these charges, or if you don’t have a an active 30-Day plan/Saver plan, you'll be charged the standard roaming costs which is currently 70p a minute and 30p a text. 
You can find out more at Pay as you go charges for roaming in the EU. 

To top-up while abroad you can do so easily online using our EE PayG Fast Top-up page

You have the right number for Calling Customer Service from Abroad, so if you don't have credit, you can call it from a different phone if you have access. 

Ali