Millions of Britons are being urged to turn off 5G in UK holiday hotspots to avoid unexpected roaming charges, according to new research from Uswitch. The study found that over five million people have experienced their phone connecting to a foreign network while still in the UK, leading to extra fees. This phenomenon, known as accidental or phantom roaming, is especially common in coastal towns in Kent and Sussex, where signals from French cell towers can cross the English Channel.
How Accidental Roaming Happens
Accidental roaming occurs when a phone loses connection to its domestic network and automatically locks onto the strongest available signal, which may be from a foreign tower. For example, standing on a beach in Dover, a phone might connect to a French network. Consumer rights expert Martyn James notes that cruise ships are a major offender, as passengers in international waters can incur significant charges. He also warns that switching on a phone on a plane or even receiving messages without answering can trigger fees.
Costs and Provider Policies
Uswitch's survey revealed that nearly three in four Brits were unaware of accidental roaming or thought it impossible. Some providers, such as O2, Sky Mobile, Tesco Mobile, Virgin Media, and Talkmobile, include EU roaming in their plans, so customers may not face extra charges. However, EE, Vodafone, and Three charge a flat fee of £2 to £3 per day for using UK allowances in Europe.
Can You Get a Refund?
Of those who experienced accidental roaming, 39% did not know they could dispute the charges, and over half either took no action or paid without questioning. Consumer expert Helen Dewdney, known as The Complaining Cow, urges people to challenge unexpected charges. 'If you see any charge that you don't think is right, contact the provider and explain where you were. If you were in a known hotspot such as parts of Kent, Sussex or near the coast, mention this,' she advises. If the provider refuses, she suggests asking for a deadlock letter and taking the matter to CISAS or the Communications Ombudsman. Under updated OFCOM rules, consumers can escalate after six weeks from the first complaint.
Avoiding Accidental Roaming
The best way to avoid charges is to turn off the 'Automatic Network Selection' feature in phone settings and manually choose the home network. For extra caution, turning off mobile data near borders or in known roaming hotspots is recommended. Martyn James adds that if regularly impacted, consumers should demand notes on their account flagging the issue so all unclear roaming charges are removed.
