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An important update about Roaming

In line with European Union roaming regulations, your plan comes with inclusive roaming. However this is only meant for temporary, occasional periods abroad such as holidays and short trips.

Unlike other networks, up until now we’ve only monitored usage abroad and not applied extra charges to customers who use their phone abroad for long periods of time (or even permanently).

However, with more people using their phone abroad for long periods of time, we now need to apply extra charges if we see that you’re using your phone abroad for a longer period of time than we would consider as fair.

How the policy will work

From 18 January 2021, if you use your phone abroad in any of your plans inclusive roaming destinations for 61 or more days in a 120 day period, and your usage in those destinations is more than your usage in the UK – this will now be considered as unfair and we’ll send you a warning email or text to let you know.

If after 14 days of us sending you a warning message your roaming usage continues, you’ll then be charged the following extra charges to use your phone in your inclusive roaming destinations:

All prices are inc. VAT

  • Calls: 3.3p a minute
  • Texts: 1p each
  • Data: £3.13 for each 1GB

Just to note, these rates are set under European Union Roaming regulations.

Rest assured, you’ll still be able to receive calls and texts while abroad in your inclusive roaming destinations at no extra cost.

Your right to leave

If you’ve received a message from us with a link to this page then based on your previous roaming, you can end your current agreement without penalty.

We really hope you’ll choose to stay, but to discuss things further please get in touch.

Get in touch with us

Give us a call Chat to us online

Call us free on 08080 057 369

The quickest and easiest way to contact us is by speaking to an advisor through our Webchat.

Looking to switch network?

Log in to switch Text to switch

You can switch online. Just log in to your account, go to Account Settings, then Mobile Switching.

For a PAC code to retain your number, text PAC to 65075.

For a STAC code to cancel your number, text STAC to 75075.

To find out if you need to pay an early termination fee, text INFO to 85075.

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