Mobile users will receive roaming alerts when travelling abroad so they know exactly what charges they face, rather than returning home to ‘bill shock’.
From October 2024, providers will be required to send mobile roaming alerts to customers when they’re abroad, or at home when they inadvertently switch networks to a foreign one even though they’re not physically there.
One in seven experience this, particularly those on the English coast who unwittingly roam to French networks, and for those living near the border of Northern Ireland.
As part of the Ofcom rules to protect customers from unexpected roaming charges, providers will need to notify users when they start roaming.
They will need to provide clear, free-to-access information “so customers can make informed decisions about whether – and how – to use their mobile phone abroad”.
This includes:
- Any fair use limits or time limits that apply
- That they can set a spend cap to limit spends
- Where to find additional information about roaming
Post-Brexit ‘roam like at home’ scrapped
Holidaymakers using their phones overseas are now charged roaming fees following the UK’s exit from the European Union (EU).
With the ‘roam like at home’ deal scrapped at the end of June 2022, holidaymakers now face charges of up to £6 per 1MB of data, according to Uswitch.
However, O2 has not reintroduced roaming fees in Europe. A spokesperson, said: “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.”
Ofcom said that post-Brexit, many firms have voluntarily continued to send their customers alerts when they start roaming, but its review uncovered “concerns” that the information provided was “inconsistent and unclear”.
It also found that nearly one in five (19%) holidaymakers are unaware they could face extra charges when using their phone abroad, and a similar proportion (18%) said they do not research roaming charges before travelling.
In July 2023, it consulted on proposals for new rules and guidance relating to roaming and inadvertent roaming.
As part of its final decision today, Ofcom said most of its remedies remain the same, but it has removed the requirement for providers to include personalised mobile bill limit information in roaming alerts “as the implementation costs were significantly higher than expected”.
Ofcom also relaxed rules in the way information on roaming charges is given, so they have flexibility on how they provide the information “while still meeting our policy objective of ensuring that customers can make informed decisions when roaming”.
Cost information gives confidence
Cristina Luna-Esteban, Ofcom’s director of telecoms consumer policy, said: “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.”
How to beat bill shock
Ernest Doku, telecoms expert at Uswitch.com, said there is now “virtually nothing” to stop providers from charging “enormous sums” when using phones abroad.
“While we support these new rules, including roaming alerts and clear information on costs, they fall vastly short of the protections that consumers had come to expect.
“They will only come into force from October, so those travelling abroad this summer will still need to take extra precautions to avoid any surprises,” he said.
Doku added that the simplest way to avoid unexpected bills is to check with your provider.
He explained that all providers publish roaming information online, “so do your homework before you travel to find out what your current deal will allow you to use, as well as how much this will cost”.
He added that holidaymakers can also see if a provider offers roaming passes, which could help manage your bills. Customers could also ask providers to cap usage and roaming allowances after the £45 worldwide data roaming cap fell away.
“On a practical level, purchasing a temporary travel SIM with affordable data packages for your destination can give a layer of reassurance,” he said.
Doku added: “These can come as either physical SIM cards or the new digital eSIMs that will allow you to choose and activate a mobile plan entirely digitally.
“Also, keeping your phone on flight mode, connected to secure, private WiFi where possible, and turning off your voicemail will also reduce both the likelihood and scale of charges.”
