Why do I need £20 spend cap to use my contract aboard?

[Bootoo]

I have an old contract which includes unlimited text, calls and 200GB data. I am entitled to use it in EU as I had it before brexit. I’ve checked with customer services and they confirmed this. However last time I went to Spain (I visit my parents every year) I couldn’t make calls or send text. I’ve never had this problem in the past. Apparently it’s because I need to change my spend cap from £0 to £20. This is new and I don’t understand why. I don’t want to spend anything other than using my contracted allowances. I would rather the call didn’t work than risk an accidental charge. I’ve been told I have no choice but to have a cap of £20 which means I could incur charges by accident. Any ideas what’s changed and is there any way round this? 
thanks 

[Bootoo]

This is what I have for roaming. 

I’m assuming I dont need an additional roaming package

[ukms]

This just means that roaming is enabled but as far as I know it doesnt necessarily mean that it’s free unless you have some kind of roaming pass. As mentioned above there were changes to roaming at the end of last year. 

[Matt_124]

That addon does not provide free roaming or anything of the like, it is purely to enable the capability to connect to foreign networks with your EE SIM.

You would incur the relative charges for usage in the country you are visiting and would have to purchase a Roaming Pass upon landing (via a text sent to you) to enable usage of your UK Allowances without being charged per call and text etc.

The only addons which enable "free" roaming are Roam in EU (or the old EU Roaming addon), Roam Further Pass and Roaming Pass ROW.

Alternatively if your current plan has a contract start date of on or before 7th July 2021, EU Roaming will be inclusive.

[Bootoo]

None of this explains why I could make calls or send texts when it has worked previously and I am on the same contract. Customer services have confirmed that my contracts covers EU use and I don’t need to purchase an add on but I have to have a £20 spend cap. What I am trying to understand is why £20? If it just has to be above £0 why not £5? And what has changed since 2023? No one seems to know?

[Lesley_W]

Hi @Bootoo 

I understand you have a lot of questions about your latest roaming experience and the advice you were given. As we don't have account access here on the forum, I'd recommend speaking to our team again so they can check your account and see why you were suggested this as a resolution and if anything has changed on your account since your last time away.

Lesley

[Bootoo]

Hi spoke to customer services last week so I don’t think anything will have changed with the advice or my contract since then? I have put a compliant in but I am still waiting for an opportunity to speak to the rep as we keep missing each other and I am now leaving the country. I asked all of these questions when I was in the call last week but didn’t get any explanation, hence messaging on here. 

[Lesley_W]

I'm pleased they have raised a complaint @Bootoo 

I'm sure they will be in touch soon but if wish to chase this up, you can see how here Make a Complaint | Contact Us | EE.

Lesley