EE promised Roam Abroad (incl USA), now will only include EU roaming

daveys110

Hi money savers!

I'm after some advice. On Feb 9th, I called EE to enquire about moving all 4 of our family mobile accounts over to EE (previously with varying providers)

I ended up purchasing 4 SIMs (with varying data - 5gb, 25gb, 25gb and 125gb) but critically asked for all with EU+USA roaming (aka Roam Abroad Pass). I was very specific about asking for the USA roaming and that was checked by the customer service rep with their manager.

On 16th Feb, I still couldn't see roaming activated on the accounts so called to ask. They were able to confirm that a) roaming (EU+USA) should be added and b) upgrade the 5gb to 25gb for no additional cost (all lines still get roaming).

Today (March 7th) roaming is still not active on all lines, so I called again. The representative said they would add EU roaming, but they can't offer USA roaming. I complained of course and asked for the original calls to be reviewed. They said they will review the calls, but they're unable to offer the USA roaming at this price, only EU. They could offer USA roaming but at a cost.

I said this isn't treating me fairly as I've clearly confirmed it should include USA roaming and spent significant time chasing this up and porting my mobile numbers over. I would like the service described at the cost agreed. I asked for a manager escalation, but was told there is no escalation possible.

The options offered are:
1. keep the service I have at the current price with EU (only) roaming (no USA) [ goodwill gesture of 1month unlimited data ]
2. pay £25/month per line (i.e. £100/month extra for the 4 lines) additionally to get the service previously promised
3. leave EE with no cost penalty (but I would need to re-port my numbers etc and I'd actually like to be with EE signal)

Is there a case for the Communications Ombudsman or similar to "force" them to provide me the agreed service & price?

Is there any other advice you can offer to help me get the promised service?

photome

IMO the fact they have offered to to let you leave with no cost  penalty, gets them out of having to offer you the package that you say you were offered initially 

Alderbank

photome said:

IMO the fact they have offered to to let you leave with no cost  penalty, gets them out of having to offer you the package that you say you were offered initially 

I agree, that would be the case in an unregulated business where the trader has breached the agreed contract and put you back in the position you were in originally.

However, comms are highly regulated. The OP says I'd actually like to be with EE signal. The regulator Ofcom is well aware that coverage varies greatly and many subscribers have very limited options to change networks so they have imposed additional duties on service providers.

OP, could the product you would like be provided by Network 3 or another carrier? 

ETA:
OP, since you like EE signal is there a MVNO who will deliver what you want at a better price than EE?

MVNOs are companies who 'piggyback' on the main phone networks.

As an example, Vodafone charge roaming in India as zone D whereas  MVNO Lebara who piggyback on Vodafone include roaming in India.

Here are some MVNOs who use EE network:
https://www.simsherpa.com/networks/ee/virtual-providers-on-ee

daveys110

The regulator Ofcom is well aware that coverage varies greatly and many subscribers have very limited options to change networks so they have imposed additional duties on service providers.

Is that something you can link me to more details on please?

For a nearby area I visit (but not my home address) EE is the only reliable signal provider (see attached image from Ofcom signal checker).

MVNO is my next option, but I’d rather stay with EE and get the deal I’ve been promised if possible.