ACTIVITIES :: Roaming :: Data transparency measures

Data roaming tariffs - transparency measures

Operator	What specific measures are in place to combat the problem of 'bill shocks? ?
Austria
Drei (3)	3 Austria subscribers have the possibility to switch on and off the roaming capability on the website at any time and free of charge. This service is recommended for trips abroad and as protection against inadvertent roaming. For new data cards, roaming is deactivated by default and has to be actively selected or activated on the homepage by the customer. 3 Austria provides a new data card dashboard including a roaming alert, which the data card subscriber has to conform before logging onto a foreign network. Customers can call a free phone number while roaming in order to enquire anbout roaming pricing.
Mobilkom	Laptop monitoring: Software on all laptops provides real time usage monitoring with data usage for current session as well as cumulative data usage. A link to the online bill with precise spend information has been added to the new versions of the dashboard software. Laptop and Handset monitoring: This tool provides information on total data usage as well as total bull charge either through SMS, voice call, WAP or on the internet. Warnings and Caps: Mobilkom Austria has implemented a system that provides subscribers with multiple warning SMS when their bill receives a predefined limit Billing: Mobilkom Austria has developed an online billing portal that gives its customers detailed information on mobile phone usage in near real time.
One	Customers are disabled for roaming by default and have to actively enable service.They are informed by a pop-up when they enter a foreign network. Near real-time solution to be in place by 1 October.
T-Mobile	Pop-up window where customers agree that they want to roam. Data Roaming information. Welcome SMS when data roaming session begins.
Belgium
BASE	Base SIM cards are configured to select Challengers’ and Advantage networks automatically.
Mobistar	SMS for users when crossing a frontier. An SMS is also sent to each customer as soon as high usage (at least €75/day is measured). Studying real time/near real time solution.
Proximus	Since 12 June, Proximus has launched mixed, national roaming bundles. As of 1 July, SMS sent to all customers when they are abroad to inform them about data roaming. Text is the following “Proximus info: before using mobile Internet abroad remember to consult our rates on www.proximus.be. Real time data notification system to be in place in 2009.
Bulgaria
Globul	Price information on Globul website or information via call centers. Customers connected via PC with data card receive information on roaming status and also real time usage staitistics per active sessions through the data card application.
Mobiltel	All subscribers that have not yet subscribed to a data roaming package receive an SMS offer with the data package as soon as they log into a foreign network. They can purchase the package immediately via SMS. Laptop monitoring: The software provides real time usage monitoring with data usage for current session as well as cumulative data usage. Warnings and Caps: Mobitel has implemented a system that provides subscribers with multiple SMS when their bill reaches a predefined limit. Once the limit is reached, the subscriber must contact Customer Service to continue using the service.
Vivatel	No response
Cyprus
Cytamobile	CYTA has an indicative data usage monitor for data cards. This is available through the dashboard of the service and requires no activation.
MTN	Care and credit control procedures that inform customers when they undertake high usage (via SMS or call).
Czech Republic
Telefonica O2	Volume usage monitoring
T- Mobile	Customers have indicative data counter. A separate roaming counter and pop-up notifications currently being implemented
Vodafone	Vodafone has an account spending limit prevention in place. Each customer sets their limit for account spending. During usage, the customer receives SMS about their spending. When the limit is reached, the customer receives another SMS about blocking of outgoing usage and must call customer care for Vodafone to continue providing service
Germany
E-Plus	No
O2	No bill shocks but a real-time indicative volume monitoring tool for laptop users.
T-Mobile	Notification system. In steps of 20 euro worth of data roaming usage, an SMS is sent to the roaming customer informing about the amount of data used and the price. Work on real time solution.
Vodafone	Software application which offers a usage notification to the customer indicating how much volume the customer had used during an internet session. + Safeguards mechanisms on the total expenditure "high usage control".
Denmark
3	Consumer mobile broadband users are blocked from international data roaming by default. This can be unlocked upon customer request. All customers receive price information via SMS regarding voice, SMS and data when entering a new country. A warning pop-up text appears on the handsent (active confirmation required by a customer) before entering a roaming data session. A warning pop-up text appears (active confirmation required by customer) before entering a roaming data session for mobile broadband customers. There is a spend monitoring tool if logging onto operator’s website.
Sonofon	Customers are warned when accessing mobile internet via a mobile phone that the price per MB is higher when roaming. Customers using their PC will be notified if they are not on the network of their home provider. This notification also acts as a warning in case of inadvertent roaming
TDC Mobil	Several services are blocked while roaming such as mobile TV and the “free” download of music, Play. When they enter the mobile page, customers are met with a warning on roaming charges. A service has been launched which blocks data roaming. All customers can block or unblock data roaming free of charge. Connect cards are by default blocked for data roaming. Finally customers are informed of their MB rates when they call the free of charge service number introduced as part of the Roaming Regulation.
Telia	Contact users of high data volume while roaming. Plans to implement a barring service making impossible to use data roaming on request by the customer when signing the contract. Plans to implement a feature that live will notify the customer of the amount used.
Estonia
EMT	Receipt of SMS as part of the Roaming regulation.
Elisa	No response
Tele2	No response
Spain
Orange	SMS is sent when reaching 90% of MB included in the bundle. SMS is sent when reaching 40 Euros out of bundle.
Telefonica Moviles	As of July 2008, Telefonica customers can control the usage of the service while roaming in real time, and activate alarms that inform them through a pop-up in the screen when they reach levels of usage that they can previously set themselves.
Vodafone	All data roaming flat-rates apply irrespective of the European network on which the customer is roaming. Over usage is also charged as another daily flat-rate of €12 for 50MB to reduce to the minimum the risk of bill shock. Vodafone also contacts the customer when the customer care centre detects high usage on data while the customer is abroad.
Xfera Moviles (Yoigo)	Choice of activating-deactivating the possibility for International Roaming. Get information free of charge by phone. Monitoring of customer consumption permitting to contact the user and verify whether he is aware of the cost.
Finland
Aland	Contacts customer when price exceeds 1000 Euros.
DNA OY	No response
Elisa	No response
Finnet	No response
Teliasonera	Sonera is developing a data barring on new mobile broadband subscriptions with a domestic monthly fixed price. Barring will be deactivated after the customer has been informed that data usage is not included in the monthly fixed price and the customer specifically asks for deactivation (Scheduled for end quarter 3 2008). Sonera is developing an automatic warning system when customer exceeds threshold amounts in roaming data billing. Service to be launched by end 2008.
France
Bouygues	Bougyues blocks usage of data roaming by default. When customers activate roaming, they are informed of the tariffs that apply.
Orange	Mobile customers are alerted by an SMS/WAP message each 35 Euros in real time. Laptop users are alerted by SMS/HTML message each 50 Euros in real time. Data alerting process consists in providing information and a disconnection (Reconnection is simple. This is provided by default but can be removed on consumer demand).
SFR	When customers use WAP, they have a daily limit of 2, 3 or 5MB which is above the average use and thus gives clients nearly unlimited access. SFR will introduce a near-real time solution and an alert system by the end of 2008/beginning of 2009.
Greece
Cosmote	All Cosmote tariffs are clearly displayed on its website. In addition, the great majority of data roaming is carried out by corporate customers and companies that are typically well-informed about the tariffs and are able to control their employees' use of services such as data roaming. A customer connected via a PC equipped with a data card receives an indication of roaming status and real-time usage statistics per active session through the data card application.
Vodafone	Vodafone Panafon is determined to stop bill shock. As part of a broader industry initiative to address regulatory and customer concerns, Vodafone Panafon has audited all its existing data roaming tariffs. From 1 July, all data (and voice) roaming tariffs apply irrespective of the European network on which the customer is roaming so that customers pay the same tariff even if they move from a Vodafone network to an alternative network without noticing. No Vodafone Panafon customer in Europe who is not already protected by being on a simple flat rate tariff will pay more than €7.5 per MB for PC access or Blackberry. The vast majority of customers will pay much less. Similar caps apply to mobile internet use via handheld devices -although the risk of bill shock is lower here. Finally, to reinforce these measures, we also apply caps to total expenditure to ensure that no customer will face unexpected charges in any given month. Vodafone Panafon plans to introduce further measures to improve transparency in the coming months
Wind Hellas	Wind Hellas has a dedicated department to monitor high usage and fraudulent activity. If a high usage is discovered the customer is informed by call as soon as possible. By October 2008, Wind Hellas will implement a near real-time solution.
Hungary
Magyar Telekom	Customers get notification by SMS with warning information on the GPRS tariffs.
Pannon	If generated data reaches 80% and 100% of bundled amount, customer will get an alert SMS. Internet based online bill information about GPRS usage.
Vodafone	Vodafone is activating flat-rate fee for all new customers and encouraging existing customers to opt-in for the service.
Ireland
3	Data roaming is currently only available on 3 Group networks. Data is currently prices as if customers are using the service in Ireland. All data roaming billing is performed in real time while roaming, so customer accounts are up to data. Data pricing is available via website and IVR platform. Data pricing can also be requested by sending a text message to a short code stating the name of the country for which the customer requires pricing information.
Meteor	Bill shock is not an issue as yet since company still to launch 3G data services.
O2	When customers arrive in an EU country, they receive a text informing them of the standard per MB rate within the EU.
Vodafone	No response
Italy
3	Prices are published on the website.
TIM	A site which allows customers to access roaming prices whenever they travel within Europe. Planning to offer: SMS alert when customers reaches certain percentage of the traffic of bundle volume. Service interruption beyond a certain threshold.
Vodafone Omnitel	SMS alert tool after their total weekly expense for data traffic reaches an amount of 60 euros (ex VAT) .
Wind	Post paid customers can check their traffic status on the website. Prepaid customers receive an SMS after each service session with the info regarding residual credit.
Latvia
Bite	No response
LMT	Welcome SMS + separate automatic SMS on data roaming tariffs upon registration in roaming network + information available on the web, helpdesk and other usual sources
Tele2	No response
Lithuania
Bite	No response
Omnitel	Customers receive SMS with free phone number. Customers can monitor data usage through their Connect Cards.
Tele2	No response
Luxembourg
Lux GSM	Continuously monitoring customer’s consumption and if the corresponding volume limit of a customer’s chosen bundle is reached, LuxGSM send a warning SMS or contacts customer.
Tango	All data packs are sealed with a sticker warning about roaming charges and roaming data ability is blocked by default.
Voxmobile	No specific measures.
Malta
GO Mobile	Customers are encouraged to call the 24x7 Call Centre prior to travelling abroad to ensure that they will enjoy the same level of service they are accustomed to on their home network. The Call Centre agents will give them the relevant service information and ensure that the applicable tariffs are communicated and clearly explained. The roaming team ensures that the roaming section of the website is always updated and all relevant information is easily accessible.
Vodafone	Caps are applied to total expenditure to ensure that no customer will face unexpected charges in a given month.
Netherlands
KPN	For laptop users, KPN has build a pop-up screen that warns an end user when he is roaming abroad and that extra charges apply. The end-user can also set a monthly traffic limit with the software or alternatively specify to be warned every xx MB of roaming traffic. KPN also has an SMS service where an end-user can set a certain threshold for total monthly charges or MB traffic specific.
T-Mobile	Implementation of a 50 euro cap on the amount per day that a customer can pay for internet data roaming. Customers cannot be billed more than this maximum amount.
Tele2	No response
Vodafone	Plans to introduce further measures to improve transparency.
Poland
Era	No response
PTK Orange	In case of unusual and significant usage, individual manual action is performed. Customers using data roaming and exceeding specific thresholds are warned by 3 messages and after reaching the final monthly limit the transmission is interrupted in real-time.
P4	P4 has many information based solutions to reduce bill shock problems for consumers including real-time charge information, SMS welcome, an international roaming information number and real time charge information via the internet.
Plus	All customers have a constant access to information on the current status of their bill. Such information be be obtained by sending an SMS. Whenever a customer crosses a border, a text message is sent to remind them that special offers and packages are binding for domestic usage only and do not apply in roaming.
Portugal
Optimus	No response
TMN	No response
Vodafone	Since March 2008 customers can register on the website and can access a data traffic monitoring tool which can be used both for national and roaming traffic. During summer 2008, Vodafone Portugal will launch a tool specifically designed to control the daily data roaming tariff 24 Hours usage.
Romania
Cosmote	Customers are contacted and informed on their usage when Cosmote Romania’s systems detect them.
Orange	Customers are automatically notified by SMS upon reaching a threshold of data roaming cost. The thresholds are set depending on customer profiles ranging from 30 to 200 Euros.
Vodafone	From 1 July, tariffs will be the same for all networks. No customer not on a flat rate will pay more than €6 per MB for PC access, Blackberry or Mobile Internet by phone. Vodafone Romania is migrating all data roaming customers to flat rate packages.
Telemobil (Zapp)	No response
Sweden
3	Consumer mobile broadband users are blocked from international data roaming by default. This can be unlocked upon customer request. All customers receive price information via SMS regarding voice, SMS and data when entering a new country. A warning pop-up text appears on the handsent (active confirmation required by a customer) before entering a roaming data session. A warning pop-up text appears (active confirmation required by customer) before entering a roaming data session for mobile broadband customers. There is a spend monitoring tool if logging onto operator’s website.
Tele2	No response
Telenor	Customers using Telenor Mobile broadband device are notified by a pop-up window on the PC informing the customer that a roaming tariff applies. This also applies when they are using a mobile TV service. As of June 30, a roaming warning/action is taken when a customer uses 213 euros within one day. An SMS is sent to the customer informing him that roaming tariffs apply when using data abroad.
TeliaSonera	Customer information on website and on request. + Special software for its customers when roaming from PC`s, monitoring the usage and provide alerts when usage limits have been reached (usage limits can be set by the customer).
Slovenia
Mobitel	Monitor alarm: the subscriber has the possibility to determine a milestone and when the milestone is being reached he receives an SMS. If the traffic is unusually high the subscriber is informed.
SIMobil	Laptop monitoring: Real time usage monitoring. Warnings and caps: By end of this year, Si.mobil will introduce multiple warning SMS when customer bill reaches certain defined limits depending on customer segment. Billing: Information on current bills is available via SMS, call centre and internet.
Tusmobil	No specific measures
Slovakia
Orange	Customer high usage report and spend monitor which informs customers of high usage. Spend control services are also available.
02	There are currently very few data roaming destinations which were all opened in 2008 (except for the Czech Republic), the data roaming traffic and customer base is very low. This explains why no specific measures have been implemented yet.
T-Mobile	No specific measures
United Kingdom
3	All data roaming billing is performed in real-time while roaming, so customer accounts are up to date. Data pricing is available via website and IVR platform. Data pricing can also be requested via sending a text message to a short code stating the name of the country for which the customer requires pricing information. Customers can call a free phone number while roaming in order to enquire about roaming pricing.
O2	Information about the standard rates via welcome message. Plans to introduce a real time communication tool that will contact the customer when they reach a certain MB usage thresholds.
Orange	Major reductions in retail charges for data roaming will significantly reduce the chances of bill shock. + Information, information of volume consumption over 5 and 10 MB. Receiving of message that synchronizing incurs higher charges whilst roaming and asking customers to confirm if they still wish to proceed.
T-Mobile	A customer logging on to a data roaming service is sent an SMS free of charge when they log on informing them of the applicable data roaming charge.
Vodafone	No Vodafone UK customer that is not already protected by being on a simple flat rate tariff will pay more than 5.36 per MB for PC access or Blackberry. Similar caps apply to mobile internet use via handheld devices. Total expenditure is also capped to ensure that no customer will face unexpected charges in a given month.