Customer Dissatisfaction Surges as EE Boosts EU Roaming Charges by 150%
EE mobile phone users have criticized the company for what they perceive as overcharging, following the company’s decision to raise the price of its EU roaming package from £10 to £25 a month within just a few months. EE EU Roaming Charges
While Tesco, Giffgaff, O2, and Virgin have permitted their customers to continue using their phones in mainland Europe without additional charges, EE has implemented a significant 150% increase to its widely-used roaming package. This has resulted in customer outrage and threats of switching providers.
Post-Brexit Roaming Fee Spike: EE’s Unpopular Pricing Changes EE EU Roaming Charges
Roaming charges have made an unwelcome return for UK mobile users traveling to mainland Europe post-Brexit. EE, Three, and Vodafone were quick to bring back daily or monthly charges for using their mobiles in the EU, typically adding £2 a day.
Currently, EE charges its contract customers £2.29 a day to use their phones as they would at home while in mainland Europe, or they can purchase a monthly roaming pass. These are more cost-effective for a two-week vacation. The charges only apply to those who entered into new contracts after the summer of 2021.
Until this spring, EE’s monthly roaming pass was priced at £10. In March, it increased to £15, and then to £25 a month in mid-October – this came after a 14.4% increase in contract payments that was implemented in April.
EE’s Roaming Fee Hike: Customers Question Legality and Retention
Guardian Money was contacted by a reader, Phillip White, questioning the legality of the increase. He had initiated a new two-year contract when the roaming add-on was £10.
Phillip expressed his frustration when EE raised the price to £15, but was shocked when it increased again just a few months later.
Other EE customers have been more blunt; one customer questioned on the company’s own forum why anyone would choose to stay with them.
EE justified the price increase to Guardian Money by stating that it reflects the “increased cost of providing roaming services along with investments into its network and UK customer services”.
However, compared to its competitors, EE’s position seems increasingly discordant. Last week, Tesco Mobile announced that its customers would be able to enjoy free roaming in mainland Europe until 2025. EE’s main competitor, the merging O2 and Virgin Mobile, claimed it was “proud to stand out as the only major mobile provider to offer inclusive EU roaming as standard”.
Ofcom’s Response and Expert Advice on EE’s Roaming Fee Increase
Ofcom, the regulator, stated that “telecoms companies must ensure their terms and conditions are clear and transparent. If your provider changes the terms of your contract, they must give you at least one month’s notice and the right to exit penalty-free if the change isn’t exclusively to the customer’s benefit.”
Ernest Doku, a telecoms expert at Uswitch.com, advised EE customers to check their plans before travelling as their current deal may already include a roaming pass as part of their “inclusive extras”. He further stated that “consumers are now at the mercy of providers after the end of standard EU protections for mobile users in the UK, and as such, networks have a responsibility to ensure any additional costs are clearly communicated.”
