UK mobile customers will be better protected against unexpected roaming charges while using their phone abroad and at home under new Ofcom rules that have not yet come into force.
Following Brexit, UK laws requiring operators to alert customers of roaming charges when they start roaming ceased to apply, although many operators have continued to send alerts.
The new Ofcom rules will require mobile providers to notify customers when they start roaming. Providers must also provide clear, free-to-access information so customers can decide how to use their mobile phones abroad. This includes understanding roaming charges, such as:
– Any fair use limits or time limits that apply;
– The ability to set a spend cap to limit their expenditure;
– Where to find additional information about roaming.
Inadvertent Roaming
Customers will be alerted if they are inadvertently roaming. Networks must provide accurate information about how to avoid inadvertent roaming in and outside of the UK, particularly in border regions. Networks must also implement measures to help customers reduce or limit their spend on roaming while in the UK. This could include treating mobile usage in Ireland as the same as in the UK.
Ernest Doku, telecoms expert at Uswitch.com, said:
“This is good news. While many providers have competitive roaming policies in place, there is still inconsistency between providers and the clarity of the information available. However, it won’t prevent them from being subject to roaming costs, which can be £9 per MB of data in some countries. There is still nothing to stop providers from charging whatever they like when you use your phone abroad.
“British travellers were hit last year with unexpectedly high roaming charges, totalling £539 million. We hope this change will go some way to reducing this.
“Travellers should remain cautious when using data abroad and look at alternatives, such as a travel eSIM, or consider providers that include roaming at no additional charge.”
