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 the European Union, the EU's "roam like at home" rules mean that you won't have to pay any additional roaming charges when travelling outside your home country in any EU country.

When crossing a border within the EU, you will receive a text message from your mobile operator informing you that you are roaming.

Mobile operators may operate a "fair use policy" to avoid abuse of roaming services. In cases of unreasonably high data usage, you may have to pay a data roaming surcharge equivalent to €7.70 / GB of Data, plus VAT.

The rules concerning the amount of data you can use abroad depend upon the type of contract you have.

If you have a contract with a pre-paid card, you can roam like at home. Your operator may apply a limit for data if you pay per unit and pay less than €7.70 per GB of data at home.

If your contract offers you unlimited data, your operator must provide you with a large amount of roaming data.

If your contract places limits on your domestic data usage, you will be offered an amount of roaming data based on the cost of your home allowance. Your operator must inform you in advance about this limit and alert you when you're about to reach it. You can continue using data after you've passed your limit, but you'll be charged a surcharge of €7.70 per GB plus VAT in 2017 (decreasing to €6 per GB plus VAT in 2018).

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

What next

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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Helping you with Data Roaming

Resolver covers the issue Data Roaming for 5 companies and organisations:

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