Your terms and conditions do state this but unfortunately no one ever reads these until it's too late. They are found here: https://ee.co.uk/help/terms-and-conditions/price-plans/mobile/pay-monthly-price-plans
The relevant paragraph is below (when the image is approved by a moderator):
If someone told you specifically that it would be included, then you would have been given incorrect information and you can raise a complaint here: https://ee.co.uk/help/contact-ee/complaint/complaint-form
Please note if it was an in-store sale, they would be the first place you would have to go to resolve it. If over the phone or online, then use that form.
It is certainly not my mix-up!
Honestly I was running out of the will to write anything more after all of that before, but yes I will try to explain this better for you...
The Inclusive Extra - YES is correct going forward for customers on plans predating Tariff Refresh (before 29th August 2024), as they now have the choice of EU and/or ROW Zone 1 as Inclusive Extras. Before they only had Roam Abroad Pass which was EU + the 5 locations.
The mix-up comes from EE wanting to move away from their old system and scrap the Roam Abroad Pass which would have maintained the same list of countries.
So when trying to give an updated Inclusive Extra they likely felt they had to use one of their new Zone-based options but try to keep the same countries included, meaning they've had to give a wider pass (Zone 1) to include those 5 countries but adhere to the Zones.
That is all fine and well for those on pre Tariff Refresh plans. They have Inclusive Extras for Roaming so the solution is simple, you swap the old options for new ones and that's it sorted.
...Where the logic breaks down however is Tariff Refresh on the 29th August 2024, when EE BUILT IN Roaming to their plans in the form of the Roam in EU and Roam Further add-ons.
Functionally these 2 add-ons give an identical list of countries to the Roam Abroad Pass which they have now decided to scrap in favour of the Zone approach.
But unlike the Roam Abroad Pass, Roam Further has not been scrapped. As a result EE have not felt the need to update the countries available on their newer (and usually more expensive) plans. They've still got the same as the old Roam Abroad Pass.
So now we have the odd situation where we're talking about Inclusive Extras which aren't available on the newest actively sold plans, but the Roaming Refresh page states Inclusive Extra - YES and leads people to believe it must apply to the current plans.
*phew*
EDIT: see the added confusion from previous comments and posts: this is a screenshot from somebody on an older All Rounder/Full Works who has this option.
No one knows what is in the new Inclusive Extras, but that link for Mexico also refers to Roam Further as an Inclusive Extra which is not the case. It is an add-on that is exclusively on the new plans (post-August) and not the older ones. You could possibly say that "eligible" refers to just the 5 countries from the old Inclusive Extra, but the issue is we don't have that on record anywhere. The comms and wording are a mess.
To add further confusion - Inclusive Extra Terms and conditions for plans pre-August 29th 2024: https://ee.co.uk/content/dam/help/terms-and-conditions/add-ons/inclusive-extras/ee-inclusive-extra-t... confirms the option of a Zone 1 Roaming Pass inclusive extra for older plans.
