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 plan’s inclusive roaming destinations for 62 or more days in a four month period, and your usage in those destinations is more than your usage in the UK we’ll send you a warning email or text to let you know when this happens.

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

  • 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.

Get in touch with us

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Call us free on 0808 005 7376

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

 

 

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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

See more about our Acceptable Use Policy here.