According to Ofcom, approximately one in seven customers have faced unexpected roaming charges while traveling abroad. This often happens when customers connect to a non-EU network while in an EU country, where there is a cap on roaming costs. As a result, holidaymakers can be left with surprise bills amounting to thousands of pounds, which can be difficult to dispute.
Research conducted by the Consumer Council for Northern Ireland reveals that 22% of customers from Northern Ireland have unintentionally roamed in the Republic of Ireland. Additionally, 2% of customers have unknowingly connected to French mobile networks while on the English coast, says the regulator.
Highlighting this issue, Cristina Luna-Esteban, Ofcom’s Director of Telecoms Consumer Protection, emphasizes the need for clear information from providers to prevent customers from facing unexpected charges when calling home or accessing the internet while abroad.
She states, “These alerts will ensure that regardless of the mobile provider, customers will be well-informed about roaming charges and the necessary steps to manage their expenses.”
Although Ofcom cannot prohibit mobile companies from implementing these charges, the new regulations aim to promote transparency and inform customers about the costs associated with roaming.
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