We at Alertify often warn about the pitfalls of roaming bill shocks, a common issue for travelers worldwide. Roaming bill shocks occur when unexpected charges arise from using mobile data, calls, or texts while abroad. To prevent roaming bill shock, it’s crucial to take proper precautions, as these fees can skyrocket, leaving travelers with staggering bills, as seen in Hilary O’Donnell’s case.

In this article, we’ll explore her story, dissect the causes of roaming charges, and provide actionable tips to help you avoid similar financial surprises.

What Went Wrong?

A Routine Trip Gone Awry

Hilary O’Donnell, from Nottingham, was settling into her hotel when she found that her phone would not make outgoing calls, so she tried to contact Plan.com to fix the problem. But when she returned home, she was given a bill of £6,648 for her attempts, which, she believes, was grossly excessive and unfair. Over the course of less than an hour, her unsuccessful attempts consumed 850MB of data—at a staggering cost of £7.75 per MB.

Data Confusion

O’Donnell had just arrived in New York for a five-day trip with friends when she realized her phone was not working and assumed her service had been blocked. She could also not use the hotel wifi or install an e-sim, which she had planned to use during the trip to avoid high call charges.

Her mistake came when she tried to contact Plan.com—an Isle of Man-based operator that specializes in business accounts—to resolve the connection problem.

She believed she wasn’t using mobile data, thinking her hotel Wi-Fi or newly installed eSIM was active. In reality, her device was connected to her original Plan.com data plan—resulting in sky-high charges.

“Because it looked as if I couldn’t use the hotel wifi, I presumed it wasn’t using any data,” she says.

The Aftermath

She eventually got the eSIM working and used that for the rest of her holiday. But when she returned home, she found her account had been blocked, and she says the company told her she would not be reconnected until the enormous bill was paid.

When she returned home, Hilary discovered her account was blocked. Plan.com insisted on full payment before reactivating her service. Despite appeals and a rejected goodwill offer of £400, the company stood firm, citing advertised pricing and her failure to activate a spending cap.

“I was to blame as I didn’t have a spending cap,” O’Donnell admits, but says she did not understand the process at the start of the contract. “I didn’t realise I was even using the service as I had installed an e-sim to avoid being overcharged.”

After O’Donnell refused a £400 goodwill gesture, she took her case to the Communications Ombudsman, claiming the charges were unjust. She wanted to pay what she called a “fair price for a small error” and argued the charges were morally wrong.

But the ombudsman, which acts as an independent dispute resolution service between consumers and ­providers, found in the company’s favor.

It said the charges were in line with the advertised pricing and therefore it could not require the company to remove them. Plan.com also sent texts to O’Donnell warning her about her usage, it said.

READ MORE: PREVENT ROAMING BILL SHOCK

In a statement to the Observer, Plan.com stood firm, saying its prices were advertised on its website and that it did not use WhatsApp to communicate with customers. “The customer’s account does not have spend caps in place, which means there are no alerts or restrictions while roaming,” it tells.

“During the contract set-up, a spending limit was offered and can be selected by the customer, but this option was not selected. As this is a business contract, it is common for businesses to choose not to impose a spending cap, allowing them to continue their operations while travelling.

“Plan.com does not accept liability for a customer’s failure to take necessary precautions. Had the customer contacted us prior to travelling, we would have been able to provide guidance on potential charges, apply spend caps or bolt-ons, and share additional information as needed.”

Understanding Roaming Charges

Why Are Roaming Fees So High?

Data roaming fees arise when you use mobile services outside your home network. Costs vary by provider and location, with the United States often being among the priciest destinations.

Comparing Costs Across Providers

Not all providers charge excessive fees. Here’s a quick comparison of data roaming rates per MB:

• Three: 1p
• Asda Mobile/Giffgaff: 20p
• iD Mobile: 30p
• Lebara: 9p
• Plan.com: £7.75
• O2 (Pay-As-You-Go): £7.20

The Role of Spending Caps

Spending caps can shield travelers from unexpected bills by acting as a financial safety net. These caps are pre-set limits on how much you can spend on roaming or other services beyond your normal plan. Many mobile contracts allow you to activate these limits easily through your provider’s app, website, or customer service. Once a cap is reached, services are restricted until you approve additional charges. This prevents your usage from spiraling out of control, even if you accidentally leave data roaming on or encounter unexpected charges.

READ MORE: EU Consumers Demand Even Lower Mobile Roaming Caps: A Fight for Fair Travel Connectivity

Some providers even allow customizable caps, letting you set thresholds based on your travel habits or budget. For instance, you might cap roaming data at £50 for a short trip or £100 for extended travel. Alerts are typically sent when you’re approaching and exceeding these limits, keeping you informed in real-time. Without a spending cap, however, minor oversights like forgetting to turn off roaming can lead to devastating financial consequences, as seen in Hilary’s case.

To take full advantage of spending caps, ensure they are enabled before traveling, as some plans require manual activation. Always check with your provider about how to adjust or confirm these settings. Spending caps are a simple but powerful tool to manage costs and avoid the shock of an enormous bill upon returning home.

Lessons Learned from Hilary’s Case

1. Activate Spending Caps Before Traveling

Spending caps provide a safety net. Without them, as Hilary’s experience shows, roaming charges can quickly escalate.

2. Double-check roaming Settings

Ensure that your device is correctly configured to avoid accidental data use. Simple steps include:

• Disable Data Roaming: Turn off this setting in your phone.
• Use Airplane Mode: Prevent all network connections when you’re unsure.
• Rely on Wi-Fi: Confirm that you’re connected to secure Wi-Fi networks.

3. Understand Fair Usage Policies

Providers often enforce a “fair usage policy” to limit excessive roaming. Be aware of these caps, especially if traveling outside Europe. Exceeding these limits could result in additional charges, so it’s essential to review the policy details beforehand. Familiarize yourself with how your provider defines “fair usage” to avoid unexpected costs during your trip.

Affordable Alternatives to Avoid Roaming Fees

1. Purchase an International eSIM

International eSIMs offer a seamless way to stay connected. Unlike traditional SIMs, these digital solutions work alongside your primary SIM, allowing cost-effective data use in multiple countries.

2. Opt for Roaming Packages

Many providers offer daily or weekly roaming packages. For example:

• Three: £5/day for UK allowances in the US.
• Vodafone: £6/day for inclusive roaming in selected destinations.

3. Use Local SIM Cards

For extended stays, buying a local SIM can be a cost-effective solution. Local SIMs often provide better rates for calls, texts, and data compared to roaming packages. Additionally, they allow you to access regional deals and network benefits tailored to the country you’re visiting, ensuring reliable connectivity throughout your stay.

4. Leverage Free Wi-Fi

Maximize free Wi-Fi in hotels, cafes, and public areas to minimize data usage. Always check the network’s security before connecting, and consider using a VPN to protect your personal information while browsing on public networks.

Consumer Protections and Responsibilities

Ofcom Guidelines

Ofcom, which regulates Plan.com, says operators must send notifications when consumers start to roam.

“These are there to help them understand how much it will cost to use roaming services, so they can make an informed choice when travelling,” it says. “Consumers can protect themselves further by setting bill limits. We’d encourage everyone to do this ahead of travelling to ensure it’s active while they’re away.”

Your Role as a Consumer

Proactive measures can save you money and stress:

• Review Your Contract: Know your roaming rates before departure.
• Set Up Alerts: Some networks offer usage notifications.
• Research destination policies: charges vary significantly by region.

How Providers Justify High Fees

Transparency and Pricing

Plan.com and similar operators argue that their pricing is clearly outlined. Customers are expected to understand their contracts, including optional spending caps or bolt-ons.

Business Contracts vs. Consumer Protections

Business accounts, like Hilary’s, often exclude standard consumer safeguards, prioritizing flexibility over cost control. This can lead to unexpected costs if precautions aren’t taken.

Navigating Disputes with Mobile Operators

Escalating Your Complaint

If you believe charges are unfair, follow these steps:

1. Contact Your Provider: Explain your issue and request resolution.
2. Seek Ombudsman Assistance: Independent bodies like the Communications Ombudsman can mediate disputes.
3. Use Price Comparison Tools: Compare rates and switch providers if needed.

What to Do If You’re Overcharged

• Request a Goodwill Adjustment: Some operators may reduce fees as a goodwill gesture.
• File formal complaints: escalate unresolved issues through regulatory bodies.
• Check Bank Protections: Dispute unauthorized transactions with your bank if necessary.

Prevent Roaming Bill Shock: Summary

Hilary’s experience is a cautionary tale about the hidden dangers of roaming fees. By understanding your mobile contract, setting spending caps, and exploring cost-effective alternatives like eSIMs and roaming packages, you can prevent roaming bill shock and stay connected without breaking the bank.