EE Global Roaming Minutes Issue

DunPin

Hello,

I just received my bill which for the most part I'm happy with however while I was in the US I couldn't make or receive UK calls (aside from two calls from the UK totalling 14 minutes), I phoned them up when I got back to complain and they said they'd look at getting it removed however as I was able to make US calls (totalling 3 minutes) I cannot get it removed. When I got the add-on I was assured I could make UK calls which I couldn't and only got two calls in, I could make calls within the US to US numbers no problem without the bundle and I do feel mis-sold on this.

I was wondering where do I stand in regards to an official complaint of being mis-sold the roaming package as it didn't work as specified and the total amount of calls made were 17 minutes out of 120 (despite their claim of 30 minutes, I've seen the itemised billing and there are a bunch of 30 seconds calls which make no sense as I didn't make nor receive them as I got a US phone to deal with it all instead).

At the end of the day the data and texts I don't mind paying for, I do however mind that I was mis-sold the global roaming minutes and wish to make an official complaint to someone in regards to getting it removed as I honestly feel cheated in the way they handled my issue of not being able to call the UK.

Is there anything I can do or do I have to suck it up, see out my contract and leave EE as while they're a good network, customer services are in my opinion liars and rather unhelpful overall.

Jon_01

When you're roaming you're at the whim of the network over there (the US in your case). It'll say in EE's T&C's they can't guarantee service on other networks.

Some networks will log roamers off if they're reaching their limit to allow their own customers access. Not much EE or any other UK network can do about that.

DunPin

Jon_01 wrote: »

When you're roaming you're at the whim of the network over there (the US in your case). It'll say in EE's T&C's they can't guarantee service on other networks.

Some networks will log roamers off if they're reaching their limit to allow their own customers access. Not much EE or any other UK network can do about that.

Thing is I had no problem when it came to data roaming or texting just calls, to only get 17 minutes over the course of two weeks is ridiculous and even the guy on the other end at EE said that as it isn't normally that bad, not working here and there I'd get but for the majority of the holiday? Ridiculous and I do feel mis-sold as I was told I'd need to get the minutes package to make UK calls which I couldn't make (and complain several times while I was in the US to them about this where they accepted there was something wrong too).

Overall EE have mis-sold a global roaming package to me and I do wish to complain but I'm not sure to whom as the customer service representative was rather useless when I said I want to complain.

Jon_01

You have to exhaust the CS complaints process before their Exec office will get involved.
But I think the most you'd get back would be the cost of the package.
You're not on EE so they have no control over how your treated, its wholly down to whichever network you're on over there.

Last time I was in the US my phone didn't work at all on US networks (in LA). I just bought a payg sim over there and used that (and at that time I worked for EE!)...

simax

Ring 150 and ask for an "RNW+ Network refresh" for your roaming calls issue. That will fix it for future trips. If you don't do that you may get the issue again when you go abroad. It'll resolve the issue, trust me. I had exactly the same issue when I was abroad and that fixed the problem right away