Full roaming

[Toppere31]

Hi, I’m on a monthly contract and have been since 2020. I have a ‘full roaming’ add on. Last year I was able to use my home allowance in Australia for £25 per month.
However this option wasn’t available to me this year when I went. I had pay £6 for a 24 hr pass and then buy a ESIM.
I didn’t try and activate it before I left the uk, would this be the reason I couldn’t activate it in Australia and also is ‘full roaming’ the same thing? TIA

[lawfop]

I've had exactly the same problem. Very ambiguous and confusing.

[lawfop]

The terminology: 'FULL ROAMING' is extremely ambiguous and confusing as it's clearly not that. Please add some details to let customers know, what this means. 

[Ali_A]

HI @lawfop 

Full Roaming means you have access to use your phone in any country. It doesn't cover the cost of using your phone abroad, you'd still have to purchase a bundle or plan, it simply gives you the access. Make sure your device is ready to roam by texting ROAMING to 150

When travelling around the EU, some customers may be near the border of other non-EU countries, for example in Cyprus, and may inadvertently connect to a network not included in their plan/bundle. 

You can prevent this from happening by allowing your phone to only connect to EU networks. To activate EU Roaming, text EUROAM to 150.

Hope this helps. 

Ali 

[Ali_A]

You have the right idea @lawfop 

Full Roaming means you have access to use your phone in any country. It doesn't cover the cost of using your phone abroad, you'd still have to purchase a bundle or plan, it simply gives you the access. 

You can make sure your device is ready to roam by texting ROAMING to 150.

Ali 

[lawfop]

UK law prohibits misleading advertising through the Consumer Protection from Unfair Trading Regulations 2008 (CPRs) and the Digital Markets, Competition and Consumers Act 2024 (DMCCA), which require ads to be truthful, accurate, and not omit key information that could affect a consumer's decision.

[lawfop]

UK law prohibits misleading advertising through the Consumer Protection from Unfair Trading Regulations 2008 (CPRs) and the Digital Markets, Competition and Consumers Act 2024 (DMCCA), which require ads to be truthful, accurate, and not omit key information that could affect a consumer's decision.

Please raise a complaint that includes this legislation. 

[Ali_A]

@lawfop 

We're sorry to hear you've found some confusion by the name. 

There isn't a cost for selecting Full Roaming as your roaming access level- we generally have this added by default where possible. It's not a product to purchase nor one that to be advertised. 

If you'd like to raise a case you can do so using our online form at Make a Complaint, where our dedicated team will look into the details and take ownership. 

You can also visit our Complaints code of practice page for details about our handling process.

Ali