what is EU roaming Free addon? I am being charged when roaming in EU

[JY_EE]

I have been a EE customer for years and I always had free EU roaming as part of my plan. Sep 2024, I called EE to leave as I can find cheaper plans elsewhere. After a few negotiations, I was told EE does not offer free EU roaming anymore and that's fine by me. So I am happy to leave. But the person on the phone said he is happy to throw that addon free of charge so i decided to stay.

I have recently been to Tenerife and used data and call there. I have been charged 2.59/day. I can see this addon in my plan. EE customer service just told me that, this means my plan has capability to roam in EE but it does not mean it is free of charge. I find this really surprising, if this is true, FREE in the screenshot is really misleading. Also, the person who renewed my contract just simply lied.

[Alex_H · Accepted solution]

HI @JY_EE,

Welcome to the EE Community

I can confirm that the add-on in your screenshot is just in regards to your roaming capability. I.e. where your phone is allowed to connect. The options are EU roaming and Full roaming. The free in the screenshot is to show that there is no charge for this add-on not that roaming is free.

I am sorry for any confusion, in the future it is always best to use our roaming tool when logged in or texting ROAM to 150 and the service will be able to tell you what your roaming setup for a particular country is. 

I can understand being frustrated if you were led to believe when taking your contract that EU roaming was to be included. If this was a phone call the best course of action I can recommend is asking to open a complaint to have the phone call listened to in regards to being mis-sold.

Alex