By Emmanuel Oluebube, Bureau Chief, UK
UK mobile customers will be better protected against unexpected roaming charges while using their phone abroad and at home, under new rules announced today by Ofcom.
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 – have ceased to apply. Since then, many operators have voluntarily continued to send their customers alerts.
However, a review by Ofcom found that the quality of information being provided can be inconsistent and unclear. Our research 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.
To make sure all mobile customers are given the information they need – when they need it – Ofcom is introducing new protections. From 1 October 2024, mobile providers need to notify customers when they start roaming.
