Almost one in five holidaymakers are unaware that they could face charges for using their mobile phone when abroad which has prompted Ofcom to introduce new rules to help protect users. From the 1st October 2024, mobile providers will need to send roaming alerts to customers when they start roaming onto other networks. This will help them make an informed decision and protect them from bill shock. The alerts must enable customers to understand any charges and fair use limits that apply and communicate how they can set a spending cap on their bill. Mobile providers had regulations previously to help consumers with this, which included the ability to roam in the EU like at home, but following the UK’s exit from the European Union, these regulations fell away, and mobile providers have adjusted these friendlier roaming policies.
“The last thing holidaymakers want when returning from a trip abroad is an unexpected mobile phone bill. At the moment, some customers aren’t getting clear information from their provider to help them manage their mobile use and plan their spend.”
“Our new protections will mean you’re told what it’ll cost when you start roaming, so you can be confident that there won’t be any surprises when it comes to your mobile bill while on holiday.”
Cristina Luna-Esteban, Ofcom’s Director of Telecoms Consumer Policy
Ofcom has also decided on new rules to protect people from ‘inadvertent roaming’. This is where you may switch to a different network in a situation where you might not expect it. One example of this is in Northern Ireland when close to the border, or even in border regions when abroad on holiday. Mobile providers will need to have measures in place to reduce this and limit expenditure related to inadvertent roaming. They will also need to provide clear information on what these measures are and advise people on how to avoid inadvertent roaming when in and outside of the UK.
Update 11:35am Added following statement from O2.
We’re proud to stand out as the only major mobile provider not to reintroduce roaming fees in Europe, saving our customers money and providing them with incredible value when they travel to the most popular holiday destinations.
Our customers benefit from using their calls, texts and data as they would at home when they’re in Europe, up to 25GB, and wherever our customers go we send them a text message when they arrive at their destination explaining any data limits and charges that may apply.
O2 spokesperson on the Ofcom announcement
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Find this strange as I always get a text from my mobile provider when roaming and have done for quite some time. I also find it hard to believe people don’t know about roaming charges.
@adduxi yes they do broadly do this. I think Ofcom want to reinforce this in regulation, and go a little further. (Not sure why they didn’t roll over the EU stuff into UK regulation after brexit anyway?). Ofcom said:
“While regulatory protections are already in place to ensure that customers are given pricing information and the option to set a mobile bill limit at the time they contract for mobile services, the roaming alert is intended to ensure customers are provided with timely, clear and accurate information at the point of roaming.”
So perhaps its the bill limit stuff inparticular..
@Adduxi there’s a lot of situations where I’ve seen some texts delayed or in some cases being ‘opted out’ of the EUR50 cap etc.I agree it does often work but not always.
Can’t understand why we can’t do what other countries boarding the EU do and just legislate that roaming is included. Plus many of them stop in contract price rises.
jhoran I take it you dont remember that little vote we had in 2016 when we decided NOT to do exactly what your saying we should we cannot just decide what the EU will let us do anymore why should an EU mobile provider allow us free access onto its network when they can legally charge us for it. (another little benefit you forgot we got from our membership.)