Are you a giffgaff customer? Sneaky roaming rule change means you could end up with a shock bill
GIFFGAFF customers could still be caught out by sky-high mobile phone bills when using their phone abroad, despite a ban on roaming charges in the EU.
Starting from Thursday June 15, all mobile operators in the UK will not be allowed to charge customers extra for using their phone while in Europe.
This means Brits travelling abroad will be able to use their phones without racking up huge bills.
But a sneaky rule affecting giffgaff customers’ means they might not be so lucky.
Giffgaff will allow its customers to roam in the EU and use their allowances as they do in the UK in line with the new “Roam Like at Home” regulation.
But the mobile provider is increasing charges for countries outside of the European Economic Area (EEA), which include Switzerland, Jersey, Guernsey, the Isle of Man and Monaco.
Customers will see charges rise to £1 per minute to make and receive calls while in these countries, compared to the old charges of 0.5p per min.
The rule is particularly sneaky as, along with other providers, giffgaff had previously voluntarily included these countries in the same pricing tier as the EU.
In the giffgaff community forum, one angry customer accused the mobile provider of "ripping off its customers".
Another one said he wondered how much additional revenue this policy will generate for giffgaff compared to the "ill feeling" it created amongst many customers
Responding to complaints on the forum, a spokesperson for the mobile provider said he knew the new increase in prices "wasn't ideal" for people travelling to these areas.
He added: "I wish we didn't have to do that if I'm honest. Unfortunately the costs just don't add up otherwise.
It's a very delicate balancing act between how much benefit people get and whether it's something we can sustain."
Helen Dewdney, consumer champion, said giffgaff could lose many loyal customers who may feel that they are being "ripped off" as a result of the policy change.
“All you have to do is get a SIM card from another network, port the number away a few days before you leave the UK to the new SIM to use the phone as you would in the UK and then port the number back,” she said.
She warned: “Of course there are also the customers who won’t realise and will end up paying over the odds too.”
A giffgaff spokesperson told the Sun Online: "We made the decision to amend the current price structure in these countries so that the overall costs to the business caused by changes to EU roaming are not passed on to every giffgaff member."
The spokesperson added that the company will be reviewing usage of their customers and might make a few tweaks to their policy based on their learnings in September.
"As a network that doesn't lock people into a contract, members will only be charged if they use their phone," a spokesperson added added.
How to avoid any additional fees
HERE, Which? gives advice for consumers on how to avoid extra charges
- Check your contract: Most providers have informed their customers about the new rules and which countries are included in their roaming bundle, but its best to check before travelling to ensure you fully understand what your package allows you to do
- Use wifi: Connect to free apps like WhatsApp, Viber and Skype to send messages and make calls
- Switch mobile provider: If you aren’t satisfied with the price and bundle your provider is offering you, and there are cheaper and better alternatives out there, look to switch
Earlier this week consumer group Which? warned that UK holidaymakers could still be caught out by high mobile phone bills despite the ban.
Exceeding agreed minutes, texts and data will still be charged in the EU as it would in the UK, with all mobile providers charging different rates.
Mobile providers also include different countries in their roaming territories and this can vary depending on whether consumers are a pay-as-you-go or pay monthly customer.
Alex Neill, from Which?, said: “Many will reap the benefits of these changes and will no longer be put off from making calls abroad.
“However, it is important that you take a close look at what is or isn’t included in your current mobile deal. Not knowing what’s included could lead to some surprising charges on your next bill.
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