Information for mobile customers who incur inadvertent roaming charges

Ofcom has today published new information to help consumers in Northern Ireland understand the different options available to help them reduce or avoid expensive inadvertent roaming charges.

Mobile phone users in Northern Ireland, particularly in border regions, may incur international roaming charges without ever leaving the country.

Inadvertent roaming occurs when the signal from a domestic UK network is weak or unavailable and a phone picks up a stronger signal from a mast in the Republic of Ireland. In these cases, users can be charged more expensive international roaming rates that can lead to unexpectedly high bills.

In 2012, Ofcom carried out research that found users in border areas can pay up to an extra £300 a year in roaming charges.

EU legislation requires that mobile operators take reasonable steps to protect their customers from paying inadvertent roaming charges.

Since 2012, Ofcom has been in discussions with the main operators in Northern Ireland to understand the steps they are taking to protect their customers from these charges. We have encouraged them to take further action where they can.

Protecting consumers

Ofcom has today published information to drive awareness of the steps consumers can take to protect themselves against inadvertent roaming charges.

The information sets out mobile providers' tariffs, advice and other options available to customers to help them reduce or avoid expensive inadvertent roaming charges.

Operators have tackled the problem for customers living and working in affected areas in a number of different ways. Some offer special tariffs and apps that can help reduce inadvertent roaming costs. Operators also provide specific advice to their customers about reducing the exposure to these charges, including on their websites.

Ofcom is pleased with the progress that has been made to date and the benefits delivered to consumers.

It is important that consumers have information that enables them to make informed decisions. Where inadvertent roaming charges are an issue for them, this includes information about the options available to protect themselves against those charges, said Ofcom's Chairman Colette Bowe, speaking in Belfast today.

Ofcom welcomes the steps operators have taken. There are a number of options available to consumers, including special tariffs. We encourage consumers who frequently incur, or are at risk of, inadvertent roaming charges to consider what is the best option. We have published information and advice to help them.

Coverage

Significant investment in new mobile masts, especially in border areas, through the Government's £150m Mobile Infrastructure Project (MIP), while improving mobile coverage generally could also help to reduce the incidences of inadvertent roaming.

Sites have been identified in Northern Ireland, many in border areas.

Jonathan Rose, Ofcom's Northern Ireland Director, said: This is a significant opportunity to bring mobile coverage to many rural and border areas where there is none at the moment. This would also help tackle the problem of inadvertent roaming, which occurs because the signal from your domestic UK network is weak or non-existent.

We urge politicians and other stakeholders to look carefully at the benefits these new masts would bring to their communities and support this project.

CONTACT

James Stinson

Regulatory Affairs Manager

james.stinson@ofcom.org.uk

028 90417515

07968 022150

LINK:	http://media.ofcom.org.uk/2014/01/15/information-for-mobile-customers-...
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