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Mobile Roaming Charges Abroad
When you arrive in another country, your mobile provider must send you an automatic message explaining roaming charges or limits, unless you opted out. Near the border between Northern Ireland and the Republic of Ireland, phones can roam by accident; providers must explain how to prevent it.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Roaming Rules
Roaming Alerts
When you enter another country, providers must send you an automatic message (unless you have opted out) explaining any roaming charges or usage limits. Your provider should be able to explain the charges and any packages or discounts. source
Border Areas
Near a border, such as Northern Ireland and the Republic of Ireland, your phone might roam by accident. Providers must tell you how to prevent this, and some might not charge Northern Ireland customers when they roam onto an Irish network. source
Complaining
Free Dispute Resolution
If your complaint is not resolved, you can use a free alternative dispute resolution (ADR) scheme once six weeks have passed since your initial complaint, or earlier if you receive a deadlock letter. The two schemes are the Communications and Internet Services Adjudication Scheme (CISAS) and the Communications Ombudsman. All providers must belong to one. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
Steps to Take
Step 1 of 5
Check your plan's roaming terms before you travel.
Step 2 of 5
Keep the roaming alert texts you received.
Step 3 of 5
If charged, ask your provider to explain each charge.
Step 4 of 5
Complain in writing if you were not warned or charges seem wrong. Our free letter templates can write it for you.
Step 5 of 5
After 6 weeks, go to your provider's ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider's Complaints Team
Always start here, in writing, and keep a copy.
CISAS or the Communications Ombudsman (ADR)
Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.
Good to Know
Small things that make your complaint stronger.
Turning off data roaming in your phone settings is the simplest way to avoid surprise data charges.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/phones-and-broadband/bills-and-charges/new-mobile-roaming-alert-protections Checked 13 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026