3 Ireland refunds EUR 335,000 to customers for roaming overcharging
Three Ireland has issued €334,970 in refunds to customers and has paid the Commission for Communications Regulation (ComReg) €30,000 in lieu of prosecution. 3 Ireland roaming overcharging
It follows a ComReg investigation that found Three had overcharged customers when roaming. ComReg found that Three overcharged 29,000 customers over the period of July 2019 until December 2021.
The overcharging affected customers that called a local number while roaming and did not use the international prefix 00 when dialling the local number.
In these cases, Three incorrectly charged the customer for calling a country with a code similar to the first three digits of the local number, rather than correctly charging the customer the cost of a local call.
Three has subsequently refunded all affected customers and says that the billing issue has been fixed since January 2022.
ComReg will continue to monitor the complaints it receives from consumers and will continue to investigate matters arising in respect of Section 45 of the Act and other relevant regulatory obligations. 3 Ireland roaming overcharging
How does roaming work in Ireland?
If you want to use your mobile while abroad and avoid an expensive phone bill, this guide can help.
Data roaming allowances in the EU
Although the rate you’ll pay for calls, texts and data is the same in the EU as at home, your data allowance may be different.
If you have a low data limit, e.g. under 5GB, you’ll also have the same allowance in the EU.
However, if you have unlimited mobile data or a very high data limit, your operator may apply a limit on the data you can use while roaming.
Can you use unlimited data with ‘Roam like at Home’?
No, most mobile networks cap data use abroad.
If you’re a heavy data user, you’ll need to be careful about how you use data in the EU to avoid excess charges.
Consider changing to a SIM-only plan with a generous data package for roaming if you’re concerned about breaching your limit.
Roaming outside of the EU
While the roaming rules are great for people holidaying within the EU, if you’re travelling elsewhere, you’ll still need to be wary of roaming charges.
In destinations like Asia, the US and Australia, charges for calls to home can be over €3 per minute, while sending a single text costs up to 75 cents, so try to restrict your usage, and use wifi wherever possible.
Roaming in the UK
Now that the UK has left the EU, Irish phone users are not entitled to EU roaming rates when travelling to the UK.
ComReg understands there will be no immediate changes for customers, but it’s still worth contacting your provider to check if any charges or mobile allowances apply when travelling to the UK.
Regardless of any future costs, mobile phone users will still have legal protections around roaming, such as:
- being informed of any roaming charges when they use mobile devices in the UK
- being alerted when the data roaming cap (€61.50 including VAT) is reached
- being informed about how to avoid inadvertent roaming
- being notified if their contractual terms are changed
How to avoid roaming charges
Here are some ways to guard against extra costs on your phone bill when abroad:
- download movies and music in advance of your trip
- don’t stream movies and music on the go
- turn off automatic updates for apps
- turn off ‘data roaming’ if you’re not in the EU
- send texts rather than ‘messaging’ if in the EU
- switch to a local SIM with unlimited data
