UK mobile customers will be better protected against unexpected roaming charges while using their phone abroad and at home, under new Ofcom rules that come into force. Ofcom roaming alerts

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 phones abroad. This includes ensuring customers understand any roaming charges, including:

• any fair use limits or time limits that apply;
• that they can set a spending cap to limit their spending; 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.

Ofcom Enhances Roaming Protections for Consumers

In a move to safeguard consumers from exorbitant roaming charges, Ofcom, the UK’s communications regulator, has introduced stringent new regulations for mobile network providers. These regulations aim to ensure that customers are fully informed about roaming costs and have the tools to manage their expenses effectively.

Proactive Roaming Alerts

Under the new rules, providers are now obligated to send proactive roaming alerts to their customers. These alerts will provide clear and concise information about:

• Roaming Charges: Customers will be informed of the specific charges associated with using roaming services in both EU and non-EU countries.
• Fair Usage Limits: Any fair usage limits that apply to roaming will be communicated.
• Time-Limited Charges: Customers will be made aware of any time-limited charges and the duration for which they are applicable.

The regulations also require providers to guide customers on setting or modifying their mobile bill limits and to provide easy access to additional information about roaming.

Conclusion Ofcom roaming alerts

Ofcom‘s new regulations represent a significant step forward in protecting consumers from the financial burdens associated with roaming. By mandating proactive alerts, preventing inadvertent roaming, and providing clear guidance, the regulator aims to empower consumers to make informed decisions and avoid unexpected charges.

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