In the age of globalization, staying connected while venturing abroad is paramount. But for UK mobile phone users, navigating the complexities of roaming charges post-Brexit can be a minefield. Fortunately, new regulations implemented by Ofcom, the UK’s communications regulator, aim to safeguard consumers from unexpected expenses and the pitfalls of inadvertent roaming.

This article serves as a roadmap for UK mobile operators, outlining the intricacies of these novel regulations and how to ensure compliance.

Understanding the New Ofcom Roaming Rules

Effective October 1, 2024, Ofcom’s revised roaming rules mandate significant changes for UK mobile operators. These regulations prioritize consumer protection, ensuring transparency in roaming charges and shielding users from the perils of unintentional roaming, particularly in border regions.

Roaming Alerts: Keeping Customers Informed

A cornerstone of the new regulations is the requirement for operators to furnish customers with prompt and complimentary roaming notifications. This encompasses:

• Transparency in Charges: Informing customers about the costs associated with using roaming services, including any applicable fair use limitations and timeframes for time-bound allowances or charges.
• Bill Limit Control: Empower customers to establish or modify mobile bill caps and provide clear instructions on implementing or adjusting such limits.
• Access to Roaming Information: Directing customers to readily accessible, unambiguous, and accurate supplementary information on roaming.

Safeguarding Against Inadvertent Roaming

Beyond roaming alerts, operators are obligated to implement measures that protect customers from the consequences of inadvertent roaming. These safeguards include:

• Limiting Inadvertent Roaming Costs: Enacting mechanisms that empower customers to minimize or restrict roaming expenditures while within the UK.
• Transparency in Safeguards: Furnishing customers with clear and accurate information regarding the instituted safeguards and guidance on preventing inadvertent roaming within and outside the UK (particularly relevant in border areas).

The Impact on Consumers and Operators

While many UK operators may have already adopted measures acknowledging the loss of EU-wide roaming privileges following Brexit, Ofcom’s research highlights a knowledge gap. A 2022 consumer survey revealed that nearly one-fifth of UK travelers were unaware of potential roaming charges when visiting the EU.

Furthermore, Ofcom’s findings indicate that 14% of UK customers had encountered inadvertent roaming within the preceding year. This figure spikes to a concerning 22% for customers in Northern Ireland, where devices can inadvertently connect to networks in neighboring Ireland. The consequence of inadvertent roaming is potentially hefty roaming charges incurred even without ever leaving the home country.

Through the implementation of these new regulations, Ofcom aspires to shield customers from unexpectedly high roaming bills. Some of the expected safeguards include:

• Parity for Ireland: Treating mobile phone usage in Ireland as equivalent to domestic UK usage.
• Specialized Tariffs: Offering special tariffs encompassing Northern Ireland and Ireland.
• Waived Daily Charges: Exempting customers in Northern Ireland from daily roaming charges when utilizing their UK allowances within Ireland.
• Simplified Refund Mechanisms: Establishing user-friendly contact channels for customers in Southern England to seek reimbursement for inadvertent roaming charges, such as situations where a customer in Kent might unintentionally roam onto a French network.