Statement: Mobile roaming – Strengthening customer protections

  • Start: 20 July 2023
  • Status: Statement published
  • End: 28 September 2023

Statement published 22 March 2024

At the end of June 2022, statutory protections designed specifically to protect customers when roaming fell away. Since then, we have been reviewing customers’ experiences of roaming (both in the EU and more widely) to understand whether customers are adequately protected from potential harms when roaming.

In July 2023, we consulted on proposals for new rules and guidance relating to roaming and inadvertent roaming (when a customer’s device connects to a network in a different country even though the customer isn’t physically in that country).
We have published our final decision on the changes to the General Conditions and new guidance.

These changes will come into force on 1 October 2024.

Main documents

Supporting documents

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Responder name Type
ACNI (PDF File, 145.4 KB) Organisation
BT (PDF File, 467.1 KB) Organisation
Citizens Advice Scotland (PDF File, 212.6 KB) Organisation
Communications Consumer Panel (PDF File, 643.4 KB) Organisation
Communications Ombudsman (PDF File, 493.0 KB) Organisation
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