New Ofcom rules have come into force after a long-running campaign for consumers’ roaming rights to be increased after existing protections ended post-Brexit.
Following the UK’s exit from the EU, ‘roam like at home’ rules and UK law requiring mobile operators to alert customers of roaming charges when they start to roam ceased to apply.
Since then, some mobile operators have voluntarily continued to send their customers alerts, but there hasn’t been a consistent approach across the board.
MoneySavingExpert.com has been calling for better roaming rights for consumers since Brexit. Ofcom’s own research found that almost one in five holidaymakers were unaware they could face extra charges when using their mobile abroad.
To make sure all mobile customers are given the information they need, new Ofcom rules mean mobile providers need to notify customers when they start roaming.
Providers must also give clear, free-to-access information so customers can make informed decisions about whether, and how, to use their mobile phone abroad.
This includes ensuring customers understand any roaming charges, including:
- Any fair use limits or time limits that apply
- That they can set a spend cap to limit their spend
- Where to find additional information about roaming
In addition, you’ll now be alerted by your provider if you inadvertently roam. This can happen if you’re near a border and you unwittingly stray into another country’s mobile network despite not physically being in that country.
This can happen along the borders of Turkey and Greece or North and South Cyprus, for example. It can also happen on the South coast of England and France, and on the Northern Ireland border with the Republic of Ireland.
Mobile networks must now give customers clear, comprehensible and accurate information about how to avoid inadvertent roaming in and outside of the UK, particularly in border regions.
This could include proactively alerting customers to the likelihood of inadvertent roaming in areas where this often happens, and having measures in place to enable customers to reduce or limit their spend on roaming while in the UK.
Related: Uswitch launches travel eSIM to battle hefty roaming charges
