Mobile broadband - Data Roaming
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Firstly, do check that your data roaming is switched on (on many phones the default setting is ‘off’). If it is switched on but you still cannot access the internet, you should contact your mobile provider, and explain your concerns. You should write to the customer services department via resolver of your supplier and set out the problem and the remedy you seek for it.
International roaming charges
If you are travelling in Europe prices for mobile calls and data are limited.
- Data: Capped at €0.20 (20p including VAT) per megabyte. This has fallen from €0.45/MB (46p including VAT).
- Monthly data cap: The maximum you can be charged in one month for using data in the EU before it's cut off remains at €50 (£49 including VAT) – the level it's been at since 2010.
- Outgoing calls: Capped at €0.19 (19p including VAT) per minute. This has fallen from €0.24/min (24p including VAT). Incoming calls: Capped at €0.05 (5p including VAT) per minute. This has fallen from €0.07/min (6p including VAT).
- Texts: Capped at €0.06 (6p including VAT) per text. This has fallen from €0.08/text (8p including VAT).
Mobile operators have good tariff plans if you pre-agree before travelling. If you are travelling outside of the European Union then charges can be considerably higher and it is important that you ensure you are on a cost-efficient tariff.You should know
- The customer services department of your mobile provider should acknowledge receipt of your issue within 14 days
- You can take the case to an ombudsman eight weeks after you've raised your issue
If you are unhappy with your dongle provider’s initial response, you should contact their customer services department via Resolver, giving clear details of your case - such as what happened, when, and why you are complaining.
Once you have submitted your information to the company, they should acknowledge your case with 14 days.
If the company does not respond to your issue, then you should raise your case to the next level. The resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.
Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.
If you cannot resolve the issue
If the matter is still not resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. resolver knows which one to send your case to. It will package your communications and all supporting documentation and send to the ombudsman.
The ombudsman will then independently undertake an investigation of your case for free. You can still take your telephone provider to court if you still do not agree with the outcome, but only use this as a last resort.
If you need additional assistance
If you need additional advice and guidance on the issue you can contact your local Citizens Advice.
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