Is EE’s Roaming Really Improving? Unpacking the Controversial Ad!

In 2017, EU mobile networks were prohibited from imposing additional charges on customers for using their phones in other EU countries. However, this protection was not retained in the Brexit agreement, and many UK residents are now facing renewed fees while traveling.

You received several messages from EE, one of which informed you that your “World Select Talk & Text” add-on had been discontinued and that standard rates would now apply for the included countries.

You were also led to a webpage that detailed the new pricing for different regions, including a daily fee of £2.59 or £15 for a week for EU countries.

While service providers can modify contract terms, they are required to notify you at least a month in advance and offer an option to terminate the contract without penalty if the changes are not beneficial.

EE, a subsidiary of BT, revamped its roaming schemes at the end of last year, though these modifications did not impact EU regions. EE stated, “We have redefined our country classification zones for clarity. Also, our new roaming passes now combine calls, texts, and data, which were previously separate add-ons.”

Moreover, the WST&T add-on only covered a few countries like the US, Canada, and Australia, excluding the EU.

These notifications were understandably confusing. However, the outcome is that your EU roaming remains unaffected by these changes – you continue to enjoy free roaming there as part of a cost-effective plan thanks to a loyalty discount.

Before traveling, it’s crucial to review your contract as nearly one in four people have faced unexpected roaming charges in the last two years, according to a Uswitch survey. Check the fees for your destination and determine if your provider applies a “fair usage policy,” which may limit your data usage abroad even under an unlimited plan.

We welcome letters but cannot respond to each individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions.