Anyone else feel they might have been 'mis-sold' EU Roaming by EE?

MoneyMon555

I bought into a mobile phone contract with EE a year or so back and part of the attraction being ' EU Roaming'

After being in a EU country last autumn and none of my unlimited UK data being available to me, I had to buy a 'pass' from EE for the duration of the stay to 'roam' (ie use my data)

When I returned I was told that EU Roaming just means that your phone will work in Europe. If you want to use it like a proper phone that actually works and not just tells you the time, then you must buy an 'add on pass' for Free EU Roaming.

Just come up to end of contract with EE and they again have obscured the 'free' EU Roaming that they seem to offer but is in fact a sham.

Anyone else found this? It's pretty much the definition of mis-selling?

oldernonethewiser

Suggesting that EU roaming means your phone will work abroad is disingenuous at best.

Some of their deals do offer EU roaming so worth checking, or taking your custom elsewhere.

MoneyMon555

The thing that annoys me (as it does with Sky Customer services ) is that they can lie, mis-sell and mislead , then their customer service is so labyrinthine and convoluted that they think , and hope, that you don't have 7 hours spare to complain.

However , on that point , I did eventually get Sky to do a 'listen back' to a previous call where they lied to me, and as recompense they had to almost halve my bill to a silly low amount as a gesture of goodwill.

But , these customer service 'sales-people' must be incentivised by their line managers and in turn, their higher-ups, all the way up the chain, and told that they can do anything they want to increase sales. Zero consequences if they talk nonsense and lie.

twopenny

I always check which countries are included in a package.

That can be the cost of sending photos, receiving calls used to be a catch. It's all in the fine print.

It used to be standard, then quickly vary depending on the company . Now it's often a ploy and each company, bundle, contract can vary. Everything has to be studied these days.

Companies are so far removed from the customer they are laughing all the way to the bank.

MoneyMon555

https://forums.moneysavingexpert.com/discussion/comment/81857510#Comment_81857510

Small print is ok up to a point , but deliberate obscuring, and misleading is another matter. They are laughing all the way to bank, back again and around the roundabout and back to the bank

jaybeetoo

I had EE sales give me wrong information. I even had a transcript of the conversation yet EE continued not to stand by what their sales person had told me. I’ve had several other issues with EE. I like their network but their customer service is truly appalling. I don’t trust anything they say.

Frozen_up_north

1p Mobile (MVNO on EE) include EU + Channel Is and Is of Man. We used roaming extensively last year and had no issues at all with 1p. They are a "no contract", 30 day rolling company.

MoneyMon555

https://forums.moneysavingexpert.com/discussion/comment/81857976#Comment_81857976

Many thanks - and how is their coverage generally in UK?

carly

I have a 10years+ contract with EE which allows roaming. I have used it without problems or extra charges in three different Eu countries over the years. I hope that their policy has not changed < I guess I'll find out on my next trip in May.

MoneyMon555

https://forums.moneysavingexpert.com/discussion/comment/81858020#Comment_81858020

Maybe you can see in the app if it's included in 'add-ons' and see what it states there? I doubt they could drop youn down if you've already had it ? But anyone coming new to EE, or renewing a plan, be very aware and ask questions until you are totally satisfied they are being clear and transparent

Neil49

https://forums.moneysavingexpert.com/discussion/comment/81858017#Comment_81858017

1p Mobile have access to all frequencies on the EE network unlike most other MVNO's that use them (such as Spusu and Mozillion) so basically there's no difference compared to EE.

I've just switched to them from O2 and there's a noticeable improvement. There's no app for your account but I find logging in to their website for usage info much easier than struggling with the O2 app I had before.