What is happening with EE EU roaming?

[ken237]

On our EE monthly mobile plan we have £2.47 per day for EU roaming showing as a currently active Add-on. However, I rang EE yesterday and was told by a billing staff member that this is no longer active since 4th December and is as a result of Brexit. Seems very odd timing if this is true?

Have not received any communication (SMS or email) from EE to say that the EU roaming add-on is being removed. 

Not at all impressed by EE unilaterally removing this benefit especially as only renewed contract on the basis that EE would provide EU roaming as part of the package. 

Our account still shows the roaming add-on as active so very confused as to what the true state of play is?

Can't imagine we will be staying with EE if this is how they treat customers.

[bristolian]

December 4th was when EE's roaming prices were refreshed - see https://ee.co.uk/roamingrefresh for full details.

The £2.47 daily charge option remains. If you have an add-on covering this, that should remain in-place albeit the name may have changed.

[ken237]

Thank you Bristolian - However, your reply seems to conflict with the EE billing staff member I spoke with yesterday.

It would be helpful to have a reply from an EE staff member if any are on the community forum.

[bristolian]

Yours wouldn't be the first time that a CS-agent has given incorrect advice.

Which specific add-on do you have, or are querying? There's no account access on this forum, so that would help. Feel free to post a picture or screenshot of your bill if that would help - redact any personal info.

[ken237]

 Thanks again for responding. This is what shows on my account for each of the mobile phones on the account. 

[bristolian]

That's the standard add-on for all users without a Roam Abroad pass, or the current equivalent. You'll be charged £2.47/day anytime you use your UK allowances in the EU - which means making or receiving any calls, sending any text messages or using mobile data.

You won't be charged unless you do so.

[ken237]

Thank you - so it is a unilateral change to agreed service contract by EE and without the required formal notice. Will start complaint process.

[Matt_124]

Hi @ken237,

Is your issue with the fact you believe this £2.47 per day addon is being removed? It is a standard addon for every EE Customer on every plan and is not being removed.

If that is your case, nothing has changed or is going to change and there wouldn't be a basis or need for complaint.

I would understand if you had a Free EU Roaming addon on your account and were told this was going to be removed, but the £2.47 per day has not changed and is not going to (apart from the usual pricing change for addons annually).

I feel that both people on the call may have been confused on what the query was if this is the case. The mention of Brexit sounds like it is the CS agent trying to explain why that addon is there and that EU Roaming usage is no longer free apart from those on specific plans. And even on those plans with Free EU Roaming, that addon is still there but is superseded by the Roaming Addons.

[ken237]

Hi Matt_124,

Thank you for your response. 

At the time of renewing our contract with EE the £2.47 add-on is part of our negotiated package and so NOT an additional charge. 

What is not clear from talking to EE, or from the replies here, is whether that 'free' add-on continues as part of the negotiated monthly charge that we pay to EE; or whether there will be an additional charge of £2.47 per day if we are roaming in an EU country.

I am certainly confused...

[Matt_124]

Hi @ken237,

The Add-on is there to enable you to be able to pay the £2.47 per day that you use your phone within the EU, as opposed to the standard rates that would charge you per minute, text and unit of data.

You do not pay anything for it simply existing on your account while in the UK, it just enables you to pay the £2.47 per day that you use your phone while Roaming in the EU, and in exchange allows you to access your calls and text allowances as well as up to 50GB of your UK data allowance while in an EU Country.

EDIT: If you were advised you would not have to pay anything to use your phone while Roaming in the EU, you should have another addon on your account called either "Roam in EU" or "Roam Abroad Pass".