Ofcom has introduced new rules to better protect UK mobile customers from unexpected roaming charges when using their phones both abroad and at home.
When the UK left the European Union, the EU’s “roam like at home” protections and the UK requirement for mobile operators to alert customers about roaming charges stopped applying. Many operators continued to send alerts voluntarily, but Ofcom found that the quality and clarity of information varied widely.
Ofcom’s research showed that nearly one in five holidaymakers (19%) were unaware they could face extra charges when using their phones abroad, and a similar share (18%) said they do not check roaming charges before travelling.
New rules
To ensure every mobile customer receives clear, timely information, Ofcom is introducing new protections. From October 1, 2024, mobile providers must notify customers when they start roaming.
Providers are also required to provide clear, freely accessible information so customers can make informed choices about whether and how to use their phones abroad. This information must include clear explanations of any roaming charges and:
- any fair use or time limits that apply;
- how customers can set a spend cap to limit costs; and
- where to find further details about roaming.
However, price comparison site Uswitch says the new rules do not go far enough to protect consumers.
Ernest Doku, a spokesperson for Uswitch, said: “It’s not fair when people return home to a shock bill, with some providers charging up to £6 per MB of data in certain destinations. Roaming protections for consumers have been eroded since Brexit, including the disappearance of the £45 worldwide data roaming cap. At present, almost nothing prevents providers from charging very high rates when you use your phone abroad.”
“While we support these new rules — including roaming alerts and clear information on costs — they fall far short of the protections consumers previously expected. They do not take effect until October, so anyone travelling abroad this summer should still take extra precautions to avoid surprises.”
Doku recommended practical steps to avoid unexpected bills: “Check your provider’s published roaming information before you travel to understand what your plan allows and how much it will cost. See whether your provider offers roaming passes that can help manage bills, and ask them to apply a cap to your usage and roaming charges.”
He added that buying a temporary travel SIM with affordable data packages for your destination can provide additional reassurance. These may be physical SIM cards or digital eSIMs, which let you choose and activate a mobile plan entirely online. Keeping your phone in flight mode, using secure private Wi‑Fi where possible, and turning off voicemail can also reduce the likelihood and size of roaming charges.
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