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 However, I rang EE yesterday and was told by a billing staff member that this is no longer active since 4th December and is as a result of Brexit.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.

[ken237]

Hi Matt,

That's not the case - we have never paid for EU roaming up to this point.

When I negotiated the contract renewal with EE, in October 2024, the agreement was 'Daily EU Roaming Charge £0.00, Roam in EU £0.00'.

So it would appear that EE has changed the contract without notice.

[Matt_124 · Accepted solution]

Hi @ken237,

If you see my updated comment, there are other addons that can supersede the £2.47 addon.

Either "Roam in EU" or "Roam Abroad Pass" should be present within your addons if this is free. It is possible for both one of these and the £2.47 to exist on the same account in some cases.

If it is not present, it would seem you have been misadvised on the sale and you would be best to submit a complaint. But your complaint would be that it was never added in the first place as your contract was renegotiated, not that it has been "unilaterally removed". 

If an add-on was removed at any point, you would usually get a text message from the EE automated text system when the change occurs to say something like "Your Roam in EU addon has been removed".

[ken237]

Hi Matt_124,

Thanks or the further reply.

Both 'Daily EU Roaming Charge £0.00, Roam in EU £0.00' are present in the email sent when the contract was renewed so they were definitely added.

No further communication from EE by SMS or email about removing any add-ons.

It is clearly very confusing especially as EE's own billing staff appear to be unaware of the current situation.

Perhaps a formal complaint would shed some light on what the actual state of play is with regard to our mobile plans, EU roaming and advice from EE staff.

Thanks again for taking the time to respond

[Schockwave]

@ken237 , it looks like you are not being charged for EU roaming, please check whether you have inclusive EU roaming on your account, then you would not pay, depending what package you have.

[Matt_124]

Hi @ken237,

No problem, I hope it at least clarifies the types of addons and hope you can get it figured out.

I would just double check you don't have Roam in EU" in the list of your currently active addons.

If you do then you're fine and there's nothing to worry about. If not then calling EE or submitting a complaint is probably your best course of action.

Let us know if you need any further advice.

[Dan0u10]

I have had exactly the same experience. In early December. The CS agent I was on the phone to did not fill me with confidence as she must have gone on mute to “check with someone” about 6 times. Needless to say when I got to Spain I got the text message to say

“Hi from EE, welcome to Spain. While you're here thanks to your Roaming Pass you can use your plan minutes, texts and data allowances at no extra cost.”

I have no idea what is going on on- so I will go into a branch. But if they remove the add on I will leave EE because I’m a frequent flyer. 

[ken237]

Sorry to hear that Dan0u10,

I did speak to an EE agent after I made a complaint and she was very helpful.

It transpired that the SMS received in response to sending EUROAM to 150 was a generic one and so did not apply to our account. To compound this error the EE person I spoke to on the phone repeated the same misinformation and I can only imagine did not check our account otherwise he would have realised that we did have EU roaming.

The EE agent has confirmed that we do currently have an EU Roaming Pass but after the contract ends we probably will not receive this benefit. 

Looking at other operators there are some who currently do still allow free EU roaming, so will move if EE are unable to provide EU Roaming as part of our package.

[Schockwave]

@ken237 , @Dan0u10 , so long as you keep the same contract package, you will still have free EU roaming, it is only when you change your package, you lose it, although I believe that EU roaming is still part of the package, just not the five extra countries.

[Cc9876]

@ken you are right that people are very confused right now, that includes EE staff! Haha.

i just came to France and got two SMS messages, one said I would be charged £2.50 daily and the other said Roaming included (I have pre 2021 contract)

I guess will find out which applies when I get bill. But some people will look to leave if this charge (equivalent to £75 a month) does apply.