{"id":31911,"date":"2022-08-08T15:09:44","date_gmt":"2022-08-08T14:09:44","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=31911"},"modified":"2022-08-08T15:36:32","modified_gmt":"2022-08-08T14:36:32","slug":"ofcom-must-improve-protection-measures-for-eu-mobile-roaming","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/08\/ofcom-must-improve-protection-measures-for-eu-mobile-roaming.html","title":{"rendered":"Ofcom Must Improve Protection Measures for EU Mobile Roaming"},"content":{"rendered":"

A new MSE report has called on Ofcom<\/a> to improve consumer protection measures for mobile roaming when within the EU, which follows after the organisation’s research highlighted that consumers are still at risk of being caught out by unexpected roaming costs. But operators aren’t helping by adopting different definitions of a “day<\/em>“.<\/p>\n

Previously, consumers in the UK were largely free to use their domestic allowances (calls, texts and data), at no extra cost, when roaming around the EU. Take note that, even under the so-called \u201cfree<\/em>\u201d roaming rules, a Fair Usage Policy<\/strong> (FUP) with data caps will usually still apply in order to prevent abuse (i.e. not all EU countries offer unlimited data allowances on their domestic plans).<\/p>\n

However, the recent EU-UK Trade Agreement<\/strong> didn\u2019t guarantee free EU roaming for the future (EU policy), but it did contain “measures to encourage cooperation on the promotion of fair and transparent rates for international mobile roaming services in ways that can help promote the growth of trade among the Parties and enhance consumer welfare.<\/em>”<\/p>\n

The UK Government also introduced some limited protection against the risk of future EU roaming BILL SHOCKs by adding a legislated cap of \u00a345 +vat on roaming charges, including related warnings \/ SMS messages about roaming charges. At around the same time, most mobile operators were also pledging to retain free EU roaming post-Brexit, but many ended up doing a U-turn on that last year.<\/p>\n

At present O2<\/a> (Virgin Mobile) are the only major mobile operator not to have reintroduced EU roaming charges (often costing \u00a32 per day<\/strong>) and a few MVNO operators (iD Mobile<\/a>, Giffgaff<\/a>, Smarty<\/a> etc.) are also still offering it. Despite this, many people expect the last holdouts to follow suit eventually. On top of that, the Government’s legislated protections became voluntary on 30th June 2022, but we’d be surprised if any operators scrapped them.<\/p>\n

The new MSE<\/a> report – ‘The Roaming Risk<\/em><\/strong><\/a>‘ – has examined the market and highlighted a number of problem areas, which they correctly feel that Ofcom<\/a> should address.<\/p>\n

Report Recommendations<\/strong><\/span><\/p>\n

MSE recommends that Ofcom<\/a>, with any necessary support from DCMS, immediately re-instates the fallen roaming consumer protections, to ensure consumers are not relying on voluntary agreements for protections which were previously set out in law.<\/p>\n

These protections are:<\/strong><\/p>\n

\u2022 Providers must send customers an SMS with pricing information when they start roaming.<\/p>\n

\u2022 The \u00a345 (excl VAT) per month cap on data roaming charges.<\/p>\n

\u2022 Providers must make customers aware of how to avoid inadvertent roaming.<\/p>\n

In doing so, Ofcom should make further changes to the rules so that:<\/strong><\/p>\n

\u2022 Ideally, all providers should use the same definition of a day \u2013 that a \u2018day\u2019 is a 24-hour period from first use. At a minimum, a day defined as \u2018up to 11.59pm on the same day\u2019 should be scrapped.<\/p>\n

\u2022 All providers should be mandated to clearly explain how they define a \u2018day\u2019 in the arrival SMS that customers receive.<\/p>\n

\u2022 Providers should alert customers at least an hour before the end of the \u2018daily\u2019 roaming period, so they know they will incur additional charges if they continue to use mobile services.<\/p><\/blockquote>\n

One key point above is with respect to how some operators define a “day<\/em>” differently for roaming charges, and they don’t always express this directly to consumers as part of an SMS. For example, EE<\/a> defines a “day<\/em>” as being until 11.59pm UK time, which creates a problem when dealing with travel through different time zones and also means anybody paying the fee just before midnight might not realise that they don’t get 24 hours of use!<\/p>\n

By comparison, Vodafone<\/a> and Three UK<\/a> define a fairer “day<\/em>” as 24 hours after<\/span> first use (i.e. it lasts for 24 hours from when you purchase the EU roaming add-on). Naturally, the report calls on Ofcom to ensure that all operators define a day by this method, rather than any others.<\/p>\n

Martin Lewis, founder of MoneySavingExpert.com, said: “I’ve no faith in mobile firms to self-regulate. When we left the EU, they promised not to reintroduce European roaming charges\u2026 yet most of the big networks have broken that promise. So our report calls on Ofcom to not trust voluntary promises \u2013 we need to reintroduce the formal, compulsory consumer protections<\/em>.” It’s hard to disagree.<\/p>\n

NOTE: Please try to keep your comments polite, on-topic (focused on UK mobile operators) and avoid straying into another ugly battle of the political trolls – from both sides of the fence. We may need to remove comments if there’s abuse between posters.<\/p>\n","protected":false},"excerpt":{"rendered":"

A new MSE report has called on Ofcom to improve consumer protection measures for mobile roaming when within the EU, which follows after the organisation’s research highlighted that consumers are still at risk of being caught out by unexpected roaming costs. But operators aren’t helping by adopting different definitions of a “day“.<\/p>\n","protected":false},"author":1,"featured_media":29627,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,405,85,32,36,38,63,475,96],"class_list":["post-31911","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-ee","tag-europe","tag-o2","tag-ofcom-regulation","tag-politics","tag-three-uk","tag-virgin-media","tag-vodafone"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nOfcom Must Improve Protection Measures for EU Mobile Roaming - ISPreview UK<\/title>\n<meta name=\"description\" content=\"A new MSE report has called on Ofcom to improve consumer protection measures for mobile roaming when within the EU, which follows after the organisation's\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2022\/08\/ofcom-must-improve-protection-measures-for-eu-mobile-roaming.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Must Improve Protection Measures for EU Mobile Roaming - 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