Inclusive Data Roaming in USA and Canada

[Farringdon]

I called Vodafone before my holiday in the USA and Canada to ask about inclusive roaming in America, and the guy at Vodafone told me I had 2gb of inclusive roaming in America.  I also spoke to Vodafone during my upgrade, saying I would like inclusive roaming in the USA, and the lady said it would be included in my account.

A week after I left the UK, I decided to doublecheck (or triplecheck) online as I kept getting texts about paying £5 a day for "World Traveller".  Is it possible that both Vodafone officers misled me and were wrong, and that I don't get free 2gb inclusive roaming in the USA?  And if so, what do I do as I have just spent £5 a day without realising?  If they record their calls, or take notes, they will hear that I specifically called about inclusive free roaming in the USA and I was told (Twice) that I would have it included in my account.  I made the guy text me what he said, but looking at the text now it didn't specifically say America or Canada, though we only spoke about America and Canada on the phone.

Many thanks for your help!

Farrella

[AnnS]

Hi @Farringdon

If you refer to the support pages on the link below, you will be able to see the countries included where you are able to use the inclusive roaming minutes.  

Where can I use my inclusive roaming allowance?

As you can see the USA is not on the list.  If you would like to roam in the USA, this is covered by World Traveller enabling you to use your UK allowance for an extra charge of £5.00 per day.  There is further information for you on the link below.

Roaming Charges - Travelling and Using your Phone Abroad

[Retired-LouiseE]

Hello @Farringdon

The information provided by @AnnS is spot on. 

In order to roam in the USA we suggest you purchase World Traveller for £5 a day.

If you need any further help please let us know. 

Louise

[Farringdon]

Hi, I guess my question is not about what is the correct roaming charge, but whether I can talk to Vodafone about the misinformation as I genuinely thought, after the confirmation from two sperate Vodafone operators, that I have 2gb roaming included in America as part of my phone plan.  I asked to leave Vodafone partly because of the USA roaming issue (other carriers have free roaming in the USA), and the lady in the loyalty department assured me that for my new deal I will have free roaming in the USA.  I then called customer service before I left, and the guy said I have 2gb of free roaming and I asked him to send me a text to confirm this.  

It appears that their info was wrong and misleading, so I have now spent lots of money roaming.  Had I known I would not have roamed as I was only using it to check email once a day, I never made any calls.  Not worth £5 a day, after two weeks that is £70!!

Many thanks for your help.

[Retired-Sarah_L]

Hi @Farringdon, 

I've sent you a private message outlining the steps to take, so our team can get this looked into for you. 

Thanks, 

Sarah

[uncle_buckman]

Hi Sarah, I was told the same thing when I upgraded to inclusive roaming. I mentioned that I was traveling to Beijing and Bangkok, and I was told over chat that inclusive roaming cover those countries

[AnnS]

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@uncle_buckman wrote:
Hi Sarah, I was told the same thing when I upgraded to inclusive roaming. I mentioned that I was traveling to Beijing and Bangkok, and I was told over chat that inclusive roaming cover those countries

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As in the replies above, the inclusive roaming allowance is primarily for European use only.  

In order to use your inclusive allowance in China, you would need to purchase World Traveller for a cost of £5.00 per day.

[jeffkinn]

It's very disturbing to hear these stories as it is abundantly clear that inclusive roaming is a European thing and does not extend to other continents. Although the T&Cs and website make this clear it is understandable that customers rely on the information they get from customer services.

The operatives who give out this information need to be put right without any delay.

[uncle_buckman]

Precisely Jeff, customer services told me to ring Vodafone whilst I'm in Thailand. They've already mislead me once, am I supposed to believe them again? I'm not looking to pay £1.50 a minute to file a complaint. Best thing is to warn others of Vodafone's behaviour, and recommend better services elsewhere.