Confusion reigns over broadband roaming 'bill shock' policies

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Below are our thoughts on the 50 euro data roaming cap, along with some information we've discovered you may not be aware of about how the various UK providers are implementing the measures. Please feel free to quote any of this on your site.

While we wholeheartedly welcome the moves introduced yesterday within the EU to help eliminate bill shock, unfortunately the UK's mobile internet providers are confusing matters by introducing the law in different ways.

O2 customer services said it will be applying the automatic 50 euro cut-off limit to all roaming bills (unless you have arranged otherwise), no matter which country it is in the world. This approach makes most sense, as it cuts through any possible consumer confusion which may be created.

Vodafone will apply the 50 euro cap to all countries in Europe, not just within the EU, in another attempt to avoid confusion. It will send a free text to customers when they reach 50 per cent, 80 per cent and 100 per cent of their limit. It will be simple to opt out of the 50 euro bar by texting a supplied number.

Unfortunately, elsewhere the likes of BT Business, Orange and Virgin Media will be implementing the 50 euro restriction only as required, covering just countries in the EU.

BT mobile broadband dongle customers will need to download a piece of software that will flash this information for them on their laptop as they go, while others will receive texts. Virgin Mobile pointed out its customers received clear messages when arriving in countries outside the EU informing them of exactly how much calls, texts and data would cost on their trip.

An Orange spokesperson said: "In addition to the EU data cap, it’s our ambition to roll out wider measures to help customers keep track of their data usage when travelling further afield. We will be able to provide more information nearer the time, but in the next six months we’re working on customers being able to receive SMS messages when they have used certain data levels to avoid unexpectedly high bills."

Orange, O2, T-Mobile and Vodafone were quick to get around the table and jointly appeal against much needed EU roaming rate price cuts. Now their appeal is lost, it's a shame they can't get together to agree on a way to implement these changes in a unified fashion to help the UK public.

At the time of going to press, we were still waiting for replies from 3 and T-Mobile. For anyone intending to use a laptop or dongle abroad, please visit our Guide to Mobile Broadband roaming. We will update the site as soon as we get more information from the remaining suppliers.

ENDS

NOTES TO EDITORS
1. Broadband Genie is the UK's leading independent broadband and mobile broadband comparison website, providing consumers with an unbiased source of information on broadband prices and contracts and allowing them to compare broadband providers in an independent environment. Broadband Genie was launched in March 2004 as the first dedicated consumer comparison site for broadband, while Mobile Broadband Genie was the first independent mobile broadband comparison site, launched in October 2007. The sites were combined in 2010, with the addition of smartphone comparison. The site is one of the most popular in its field, regularly featuring in the national press. http://www.broadbandgenie.co.uk
2. All queries and interview requests should be directed to Chris Marling at Broadband Genie:t 0844 415 5531 / f 0871 6618553 / m 07908 327303 / chris.marling@genieventures.co.uk