Following the UK’s exit from the European Union, 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, many operators have voluntarily continued to send their customers alerts.

To make sure all mobile customers are given the information they need – when they need it – new Ofcom rules mean that from today, mobile providers need to notify customers when they start roaming.

Providers must also provide 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; and where to find additional information about roaming.

Inadvertent Roaming

Additionally, the measures that are coming into force today will mean that customers will be alerted if they are inadvertently roaming. Now, providers must:

• 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
• Have measures in place to enable customers to reduce or limit their spend on roaming while in the UK. This could include treating mobile usage in Ireland the same as being in the UK

Matheson Probe Puts Data Roaming in the Spotlight

Scottish health secretary Michael Matheson resigned earlier this year following a scandal involving an £11,000 iPad data roaming bill incurred during a family trip to Morocco.

Initially, Matheson claimed the data use was work-related, but later admitted his sons used the device to watch football.

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Despite an ongoing investigation by the Scottish Parliamentary Corporate Body, Matheson stepped down to prevent the issue from distracting the government’s work.

The probe raised some serious questions around roaming rules and how it could even be possible to rack up a bill of that size with one device.

The new Ofcom rules ensure mobile providers notify customers when they begin roaming, offer clear information on potential roaming charges, and help prevent inadvertent roaming, particularly near borders.