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EU Roaming Changes from 15th June 2017 “CONTRACT ONLY" Modification 19th March 2018

by darrengf on ‎29-05-2017 21:00 - last edited on ‎09-10-2018 11:45 by Community Manager (442,759 Views)

Roaming Changes from 15th June 2017 “CONTRACT ONLY

 

PAY AS YOU GO Info https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Roaming-Changes-from-15th-June-2017-PAY-AS-YOU-...

 

From the 15th June 2017 all EU networks have to offer “free” roaming from one EU country to another (Only when roaming in another EU Country other than your own, for us this would be UK.)

However there a number of things that people need to be made aware of and what it all means to them.

Which Countries are included in the new rules from the 15th June 2017

Austria

French Guiana

Latvia

Reunion Islands

Azores

Germany

Liechtenstein

Romania

Belgium

Gibraltar

Lithuania

Saint Barthelemy

Bulgaria

Greece

Luxembourg

Saint Martin

Canary Islands*

Guadeloupe

Madeira

San Marino

Croatia

Guernsey

Malta

Slovakia

Cyprus*

Hungary

Martinique

Slovenia

Czech Republic

Iceland

Monaco

Spain*

Denmark

Ireland

Netherlands

Sweden

Estonia

Isle of Man

Norway

Switzerland

Finland

Italy*

Poland

Vatican City

France*

Jersey

Portugal*

 

 

*Canary Islands include Tenerife, Lanzarote, Gran Canaria and Fuerteventura

*Spain Includes, Majorca, Minorca and Ibiza.

*France includes Corsica.

*Italy includes Sardinia.

*Portugal includes Madeira

 

*Cyprus ** Southern Cyprus only is part of the EU

**Northern Cyprus is Turkish and therefore normal rates will apply. Unless you have o2 Travel

Terms and conditions here on o2 Travel

https://www.o2.co.uk/termsandconditions/mobile/o2travel-paymonthly-terms-and-conditions

 

More info on O2 Travel here

https://www.o2.co.uk/shop/international/using-phone-abroad

 

There may be other little Islands that I could have missed, but if you are not sure, please ask.

 

The EU only brought the law in if you were roaming in another EU country then to call another EU country.  Ie Roaming in Southern Ireland back to Northern Ireland. This will come out of your allowance if you have one or any left.

 

You can call people in the EU as long as they are registered with a UK network.  Ie you are calling a friend in Spain but there network is Vodafone in the Uk, this is classed as a normal call to you as you are not ringing a foreign number

 

Ringing any foreign number like Southern Ireland from Northern Ireland ie +353 and then the number is classed as a international number.  If your in Souther Ireland and calling a Southern Ireland number, then it is covered as long as you have mins etc.

 

Note if you are calling a friend / family who live on Isle of Man and Channel Islands and have a SIM card from one of their networks there. Then you will be charged as this is classed as international roaming from the UK as they don’t have UK networks.

 

it can get a little confusing

 

Now this is one of the myths that people are miss understanding “Free” or “No Extra Charges

 

When you are roaming in one or the above places, you now take you own home UK free allowance. This is Mins, SMS and DATA.

 

So lets say For example, you only have 500 MINS, 1000 SMS and 500mb of data, then this is all you would be able to use before charges apply before your next billing date.
But what if I’ve already used some Mins from my 500 MIN allocation – Then you can only use what you have left before charges apply.

You always need to check the MY o2 app or O2 Website for uptodate allowences and any charges you may have incured.

 

I have Unlimited Mins and SMS – Then Fair Usage policy applies in one of the above Countries. “O2 Reserve the right for removing the service and making you pay for any charges if you abuse the service”

 

 

What is included with Mins and SMS

You can call/SMS the country you are visiting (Or one of the above countries) and back to the UK.

It’s the same with what you can use your MINS/SMS for now.

Premium Calls/SMS are chargeable as they would be in the UK, so would 0845, 0870 and other Chargeable numbers as per the UK list

 

If you are making calls to family and friends etc. and as long as you wouldn’t be charged when you would call them in the UK, then you will be fine for when you are roaming in above country

 

 

Data Services Abroad - Currently O2 has 4G roaming in 22 countries as of the 31st July. 

These are Spain, Germany, Czech Republic, Isle of Man and Australia.

We know in Germany it’s with O2-DE.

4G in Spain is probably be on Telefonica?

4G in Czech Republic is probably be on O2-CZ

4G in Isle of Man may be on Manx Telecom? As Telefonica used to own them.

4G in Australia.  Not sure on this one? Note this is not part of EU roaming. Only a for 4G availability. 

If any one knows could you please PM me and I will update the info.  Thanks

 

You can find the remaining countries that have 4G roaming here

 

All other networks you connect to overseas will either be 3G or 2G so Data may be slower than it is in the UK.

You can use all the services as you would do normally in the UK, but O2 won’t guarantee the speed or if the services will work.

Data speeds will also be slower in Peak Season

More info can be found on o2 key facts page regarding Speeds overseas

https://www.o2.co.uk/sites/default/files/2017-07/traffic_management.pdf

 

 

How much Data is included – At present, you are able to use all your free Data Allowance in any of the above Countries. So if you have a 20GB allowance in the UK, you can use either all or what is ever left, when you visit one of the above places. You are also able to buy Extra Data if you run out just as you would be able to in the UK and its the same price and bundle as you would buy in the UK too.

 

 

Picture Messages are chargeable as they would be in the UK, check your own contract for charges as there not all the same price.

 

O2 Travel InclusiveIf traveling outside of Europe you may want to consider the O2 Travel Inclusive bolton which gives you inclusive data roaming in 27 international destinations. 

 

Why all of a sudden for the changes.

The EU made it law that Mobile Networks in the EU were to abandon charges to each other for Mobile customers when overseas. It’s been about 10 years in the making with charges being slowly wiped out over the last 10 years.

 

However there are caveats and if your own Mobile network thinks you are abusing the service then they can remove it and charge you for everything when roaming.

 

The services is for when you are going on holiday or short breaks. If you are going to be in a country for longer than a month or 2 then this is not classed a holiday or short break, so you need to be careful or you could receive a bill. O2 will SMS you first if this is about to happen and I would suggest you speaking to O2 customer care on 202 (Free from abroad on you o2 mobile) to verify or check anything.

 

 

I can see countries that are not a part of the EU or are EEA.

Norway, Liechtenstein, Iceland – Are part of the EEA, but are included in the No Extra cost roaming from O2.

Switzerland is not part of the EU / EEA, but O2 have included this (Not for PAYG)

Monaco, Isle of Man, Jersey and Guernsey are again included (But not on PAYG)

 

More Info on Roaming from the 15th June can be found here

http://www.o2.co.uk/help/pay-monthly/roaming-in-europe

 

To Learn more about Roaming it self, visit here

https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/International-Roaming-and-Whats-it-all-about/m-...

 

For any Roaming charges visit here https://www.o2.co.uk/shop/international 

 

** Please remeber that this is a customer forum run buy the Public so we would not be able to answer any billing questions etc, but alot of people on here including my self are very knowledgable on Roaming, so for any questions please ask. 

 

There are no stupid questions ask, if you have to ask it then we have either not covered it, or we may have not made it clear some where else.

 

 

*** Please note that the above information was correct as of 29th May 2017, it is your responsability to always check for the correct information and or charges that may apply ***

 

 

Versions 

5th Feb 2018 - Slight changes to wording, added 1 4G roaming country and added little info regarding Cyprus and Turkey. Links to o2 Travel + Terms and link to KFI

 

19th March 2018 - Added the info for 5x 4G roaming countries and a few tweeks in wording

 

We also do not know what will happen when we leave the EU. but while we are still in Europe the above will apply.

Current info in what all networks are saying regarding roaming in EU after Brexit or when we leave the DSM (Digital Single Market)

Website below

 

https://fullfact.org/europe/roaming-fees-brexit/

B92EC6B4-9832-403A-8287-AAB1DFC30060.jpeg

 

 

Comments
by jonsie
on ‎21-06-2017 10:05

Someone confirmed Tesco isn't throttled which begs the question,why is o2?

by Community Manager
on ‎21-06-2017 10:54

Thanks for the mention @MI5 

 

@jrhop123@Anonymous It's been confirmed that data restrictions will not be in place when roaming in Europe. We are double checking that users who have previously roamed with the restrictions won't have to change any settings to benefit from this but it should automatically be applied to all customers. 

by Daveallison
on ‎21-06-2017 11:55

Hello. I have the O2 travel option and I was charged £1.66 per day back in May, even when I did not use the phone. I was in Ireland.

 

I am going to France next week. Will I still be charged the daily amount, please?

 

thanks.

 

Dave

by Anonymous
on ‎21-06-2017 11:58

Thanks for that! I'm in Paphos (Southern Cyprus) right now and the 3G is being throttled to the extreme after only small data usage.

by MI5
on ‎21-06-2017 11:58
No additional charges provided you only use your normal tariff mins, texts and data.
by jonsie
on ‎21-06-2017 14:32

@Daveallison wrote:

Hello. I have the O2 travel option and I was charged £1.66 per day back in May, even when I did not use the phone. I was in Ireland.

 

I am going to France next week. Will I still be charged the daily amount, please?

 

thanks.

 

Dave


No, O2 Travel is no longer applicable as you now use your UK allowances in Europe. So there will be no daily charge. Only charges will be for calls, texts and mms outside your allowances. 

by darrengf
on ‎22-06-2017 00:05

@Martin-O2. Hi Martin, are we any nearer when the restrictionstions are removed? And if we need to do anything?

 

thanks daz

by Community Manager
on ‎22-06-2017 09:42

@darrengf Nothing yet but I will chase this up today. 

by Beenherebefore
‎22-06-2017 23:20 - edited ‎22-06-2017 23:27

@Anonymous wrote:

Thanks for that! I'm in Paphos (Southern Cyprus) right now and the 3G is being throttled to the extreme after only small data usage.


I'm with friends in Murcia Spain, they have O2 which is throttled on 3G only with no 4G available.

 

Edited to finish off the post.

by darrengf
on ‎22-06-2017 23:32

@Martin-O2  Any news on this?

 

people are still throttled and still no 4G

by jonsie
on ‎23-06-2017 09:29

Just false promises from O2 on roaming.

by Anonymous
on ‎23-06-2017 22:13

This is welcome, but can anyone tell me what would happen in the following situation which actually happened to us last year...

 

We were on holiday in Kos, Greece.

it is very close to the Datca Peninsula, part of Turkey

Our phones automatically linked in to the nearest network - which just happened to be a Turkish one. We had no choice. Although we were in Greece, which is an eligible country, and as such now would now be eligible for no roaming charges, we could not access a Greek network

We only knew it was Turkish as we had previously holidayed in Turkey and were familiar with Turkish networks. Anyone who didn't know could well be caught out! So how can this be sorted? 

by jonsie
on ‎23-06-2017 22:18

The only way is to set network selection to manual and make sure it's A Greek network you connect to. As you say, if you aren't to know you would be paying international rates. We always advise people to do this but sometimes it is too late. 

Nothing much else you can do... 

by MI5
on ‎23-06-2017 22:40
If, as you say you couldn't access a Greek network, you wouldn't be able to do anything except use Tu over wifi networks.
by Anonymous
on ‎24-06-2017 06:47
Hi, I'm just wondering, if French friends call me while I'm in france would they pay as if they're calling the UK?
by adamtemp64
on ‎24-06-2017 07:11

Yes charged as the call routes through the uk network faq 11 https://ec.europa.eu/digital-single-market/en/faq/frequently-asked-questions-roam-home

by Cleoriff
on ‎24-06-2017 07:22

Thats a great link you have supplied @adamtemp64. 'Digital Single Market',....Although not network specific it does cover all the general FAQ's

by adamtemp64
‎24-06-2017 07:25 - edited ‎24-06-2017 07:26

@Cleoriff thanks it is from the eu department that set the rules individual countries must use. I have created a thread with it in . https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/2-FAQ-s-to-help-understand-the-new-EU-roaming-r...

by adamtemp64
on ‎24-06-2017 07:31

@Anonymous this is known as accidental roaming and even happens here in the uk, uk / france and uk / eire http://www.o2.co.uk/help/pay-monthly/using-your-phone-abroad last point.

 

The new eu roam at home stops this for cross eu boarder issues but for non eu zone countries the only option is to do manual network selection

by MI5
on ‎24-06-2017 09:01
The simplest way of understanding is to think "whilst roaming".
If the person making the call is roaming, it's included, if not, it isn't included.
by jrhop123
on ‎24-06-2017 09:11

Hey @Martin-O2 is there any update on the data roaming throttling?

 

Thanks in advance!

by Community Manager
on ‎26-06-2017 09:46

@jrhop123 wrote:

Hey @Martin-O2 is there any update on the data roaming throttling?

 

Thanks in advance!


I'm waiting on a response to this and a few other questions. I'll let you know as soon as I have an update. Smiley Wink

by Anonymous
on ‎26-06-2017 22:03
Hi, I'm just wondering, if French friends call me while I'm in france would they pay as if they're calling the UK?
by MI5
‎26-06-2017 22:10 - edited ‎26-06-2017 22:12

@Anonymous wrote:
Hi, I'm just wondering, if French friends call me while I'm in france would they pay as if they're calling the UK?

 

Yes they will as they won't be roaming.
The new rules only apply when roaming and not for international calls from your home country.

https://ec.europa.eu/digital-single-market/en/policies/roaming

by Anonymous
on ‎27-06-2017 12:49
I know this isn't run by staff but where do people like myself stand if we signed up to a contract where we pay extra every month to use our tariff abroad in Europe. As now I'm paying for something I should now get for free under the new law?
by MI5
on ‎27-06-2017 12:51
No one is paying extra to use their tariff free abroad.
The offer was a free add on to encourage sales of premium tariffs but it was never charged extra for.
by jonsie
on ‎27-06-2017 12:53

Best option is to query this with customer service. I'll mention the site admin @Martin-O2 to see if he can get an answer. 

by Anonymous
on ‎27-06-2017 21:21

Very useful info, thanks. I just sat though a chat with O2 asking them specifcally about 01481 Guernsey and 01534 Jersey and they said these were not included in my SIM only Pay Monthly contract. The reference in this thread says Guernsey and Jersey are included. I'll try O2 again armed with your info and links.

 

Can anyone confirm / have practical experience?

 

It is a bone of contention that territories covered by the OFCOM UK numbering scheme are treated as very expensive overseas territories and rarely included in packages. Quite apart from we're all subjects of the Crown, would you know the difference off the top of your head that 01483 is included in your minutes but 01481 isn't plus it's expensive?

 

From what I can gather here, if I am in Guernsey or Sark (01481 83) using my O2, calls by me to UK and Sark will be included. But if I am in UK and call Sark (or Guernsey or Jersey), it won't be (costs about 1p per second).

by MI5
on ‎27-06-2017 21:25

@Anonymous wrote:

From what I can gather here, if I am in Guernsey or Sark (01481 83) using my O2, calls by me to UK and Sark will be included. But if I am in UK and call Sark (or Guernsey or Jersey), it won't be (costs about 1p per second).


This is correct. The distinction is that you are considered as roaming when in Jersey or Guernsey, but obviously not when you are in UK.

by Anonymous
on ‎27-06-2017 21:36

OK, thanks. I know it's not your fault/brief but on what planet does it make sense for a call which is entirely roaming to be cheaper than one which uses part O2 and part roaming? O2 is chargiing me more for using their network than for the roaming one!

by MI5
on ‎27-06-2017 21:44
Indeed, but remember the roaming agreement has been forced onto all networks by the EU - they aren't doing it through choice!
by Anonymous
on ‎27-06-2017 21:49
Sure. I know CI and IoM aren't even in the EU but they are part of UK Numbering scheme and it is a rip-off that calls are so expensive between us and mainland.
by MI5
on ‎27-06-2017 21:50
I'd have to agree esp as that is a fairly recent change for o2.
by Anonymous
on ‎03-07-2017 14:49

Can someone clarify one point in regards to making calls when aborad.

 

If e.g. you go to France, can you only make calls back to the UK and France, and is it both to landline and mobiles in france, or is it free to make calls from france to any number in the O2 Euro Zone.

by MI5
on ‎03-07-2017 14:52
Mobiles and landlines to any Eurozone destination.
by Anonymous
on ‎03-07-2017 14:55
@MI5 thanks for confirming that.

It's a shame that if e.g. we went to France we can call the whole of Europe for free, yet staying within the UK, to call to Europe is so expensive. They should either allow a certain amount of minutes per month, or lower the cost of calls to Europe.
by MI5
on ‎03-07-2017 14:57
The regs only apply when roaming, hence the higher prices in UK.
by Anonymous
on ‎04-07-2017 11:50
Hi, can someone clarify where these changes also mean we can call the same free EU countries free of charge from the U.K. using our O2 allowance? Thanks in advance.
by MI5
on ‎04-07-2017 12:37
by jrhop123
on ‎05-07-2017 14:11
Anyone tested throttling again recently in EU?
by MI5
on ‎05-07-2017 15:21
Still the same from what we hear.
by Anonymous
on ‎10-07-2017 10:54

Are we likely to get any official update on the terrible data roaming speeds from anyone within o2? Is this just a matter of removing throttling or are we going to have to live with this for the foreseeable future? Cheers.

by jrhop123
on ‎10-07-2017 11:08
Official word is there is no throttling, but pretty clear from those reporting back that it is still in place!
by darrengf
on ‎10-07-2017 23:20

There is throttling, it's been confirmed.

 

o2 are at present looking at removing it and also enabling 4G in EU.  But there are no dates set yet for this.

 

o2 do have active 4G in EU. But this is for Business users that pay for it.  Everyone else gets 3G 😔 That is throttled to 2G speeds and slower.

 

i will be over in EU this week armed with a number of sims from most networks to test it all.  Will feedback at end of week with results.

 

 

by jonsie
on ‎11-07-2017 18:43
I'll be particularly interested in EE P&G if you get anywhere near Nantes.
by Anonymous
on ‎13-07-2017 16:19

Not quite

On July4th I rang to find out the details since I was told that Andorra had also signed up to the same mobile phone deal with europe - minus the data .

We are on a '100' contract, £8.50 per month, for our personal family phones.

The chat operator, after consulting the manager, told me that yes I could use my phone in Andorra on the UK contract with no changes, except that there is no data available.

Also importantly the UK mobile phones can't phone to Andorra without incurring full international charges.

Dandy !

I congratulated the operator and O2 on probably getting rid of our Skype / whatsapp, and the need for dual sim phones at a stroke......

......until on the 10th July when I had an e-mail inferring that in the last few days I had exceeded my monthly £8.50 charges, and the bill currently stood at some £170.

I took all the O2 sims in the Andorra office out at that point, and since then the backlog of accounting has taken that to a bill which is currently about £280. (13/7/17).

They are looking into it.

Meanwhile the company boffins are looking into other mobile phone operators in the world other than Telefonica.

I'm very please that they record their chats to refer back to 'for quality and training purposes.'

So do we, should they need assistance with their 'training' !

As a company we don't practice or approve of sharp moves with our clients.

Tractorjohn

Amtrac

UK.

M.D.

by MI5
on ‎13-07-2017 16:24
Live chat are notorious for getting it wrong, unfortunately.
Hopefully an investigation will come out on your side!
by Anonymous
on ‎13-07-2017 16:27

Hadn't realise that my reply would appear so far from the original note on page one about Turkey and others - from MarisaB

by Anonymous
on ‎13-07-2017 16:32

Fair enough if they fess up to an honest mistake and put it right.

Meanwhile whatever happenned to the staff member charged with finding out how many Telfonica mobiles we have.

That was three days ago.

We may have lost him in Mongolia or somewhere....

by Anonymous
on ‎13-07-2017 16:42

My. - But you do like your phones MI5.

You may need to graft on another ear !

One of our clients has a stock answer for 'nil desperandum'.

His reply is always " it's only the depth which varies".

Not sure he did Latin.....but I get his drift.