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Helper's Refresh Session: Roam Like At Home

Started by: h_henna
On: 09/10/2018 | 11:04
Replies: 13
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by: h_henna
community giff-staffer

on: 09/10/2018 | 11:04 edited: 20/11/2018 | 11:33

Hey Folks,

 

Another complicated topic that popped up recently is Roam Like At Home. So let’s review the basics and see where we get and whether we need more information.

 

What is Roam Like at Home and how it works?

This service allows our members to go abroad to the EU and selected destinations and use their goodybag and credit as they would here in the UK at no extra cost. Members can use this service as soon as they have their roaming eligibility status ON.

 

Where you can Roam Like At Home:

EU and selected destinations

 

Click to reveal

Austria, Belgium, Bulgaria, Croatia, Cyprus (South), Czech Republic, Denmark, Estonia, Finland (including Aland Islands), France (including Corsica, French Guiana, Guadeloupe, Martinique, Mayotte, Reunion, Saint Martin and additionally, Saint Barthelemy), Germany, Gibraltar, Greece (including all islands), Hungary, Iceland, Ireland, Italy (including Sardinia, Sicily, and additionally, San Marino, Vatican City), Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, The Netherlands (but NOT Aruba, Curaçao or Sint Maarten), Norway, Poland, Portugal (including Azores, Madeira), Romania, Slovakia, Slovenia, Spain (including Balearic Islands, Canary Islands, Ceuta and Melilla), Sweden.

How do members become eligible for Roam Like at home?

The vast majority of UK members will be eligible to use their goodybag in the EU and selected destinations as a result of having prior usage in the UK.

 

If we don’t detect any usage in the UK, prior to going abroad, we will give members 14 days to submit proof of residency in order to continue using Roam Like At Home.

 

Members will be notified accordingly:

  • They will receive a text message as soon as we detect usage in a foreign country asking them to submit proof of UK residency within 14 days. A follow up reminder will also be sent.
  • Members who have failed to provide UK residency by Day 15 will undergo an additional charge per minute/text/MB on top their regular charges.

What documents can be used to prove residency?

  • Proof of ID: This can be a scanned copy / photo of either your passport or your driving licence (photo-card version is fine)
  • Proof of residency (dated within last 3 months): This can be a recent mortgage, utility bill (gas, water, electric); current council tax bill; house or motor insurance certificate; credit card statement; University acceptance letter.

Now that we have covered the basics, let’s dive deeper into the categories you can fall under depending on where you are travelling.

 

1. Traveling in the EU and selected destinations with the eligibility status turned ON:

This means you can enjoy using your goodybag in the EU and selected destinations as you would in the UK.

 

What changes?

When roaming, giffgaff to giffgaff calls will be a part of your goodybag allowance or the standard UK pay as you go rates will apply.

For members who are on Always On goodybags there is a small charge of 0.6p/MB after they use up their first 20GB of data.

 

How long can members Roam Like At Home for?

If you use our services outside the UK in the EU and selected destinations for 63 or more days in any four month period this is likely to be deemed to be an unfair use of our services.

 

What happens if members exceed the number of days they can Roam Like At Home for?

If members remain outside of the UK, their roaming eligibility status will be turned OFF and they will be charged Pay As You Go Roaming rates unless you have any active goodybag in which case you will be charged 3.3p per minute, 1p per text and 0.6p per MB data.

 

2. Traveling in the EU and selected destinations with the eligibility status turned OFF:

Members with a goodybag and Roam Like At Home eligibility turned OFF will need additional credit in order to use their minutes, texts or data.

 

How can I become re-eligible to Roam Like At Home?

Members can regain roaming eligibility by simply using the phone in the UK.

 

3. Travelling outside of the EU and selected destinations:


Members travelling the Rest Of the World including Guernsey, Isle of man, Jersey or Switzerland will need credit in order to use their phones.

 

Use this handy tool to find out the roaming rates.

Message 1 of 14
by: endorphin
on: 09/10/2018 | 11:31

@h_henna wrote:

How long can members Roam Like At Home for?

Members can roam abroad for a maximum period of 60 days within a 4 month period, after which members will need to have some UK usage in order to Roam Like At Home again.

For the sake of clarity @h_henna can you elaborate on what some means here please?

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Message 2 of 14
by: woodyuk
on: 09/10/2018 | 12:35

@h_henna oh dear,it looks like you've subscribed to the giffgaff urban myth of "you can only roam in the EU for 60 days in any 4 month period" which I'm afraid is complete tosh and if giffgaff were to impose this rule they would be in breach of the relevant EU regulations.

 

The actual regulation is as follows:-

 

The general rule is that as long as you spend more time at home than abroad or you use your mobile phone more at home than abroad you can roam at domestic prices when travelling anywhere in the EU. This is considered a “fair use” of roaming services. In order to determine if this is the case, your operator may check your roaming time and consumption over the last four consecutive months or longer.

 

If, during this time window, you have been more abroad in the EU than at home AND you have consumed mobile services more abroad in the EU than at home, your mobile operator can contact you and inform you that you may be subject to small charges if you continue to stay abroad. If, within two weeks from the moment you receive a warning, you re-establish prevalent home presence or consumption, no charge will apply. Otherwise, your operator may start applying the small charges (see also question 21) to your roaming consumption from the day of the alert onwards. Therefore, as long as your operator has not contacted you while abroad, you can roam like at home without any worries.

 

This information is from section 17 of the regulator's FAQs page here:-

 

https://ec.europa.eu/digital-single-market/en/faq/question-and-answers-roaming

 

So,there is no 60 day limit,the time that a member can use RLAH is dependant on both how long they spend in the EU AND their usage at home and in the EU because if they use their phone a lot at home but very little while abroad they could easily RLAH for 90 days for instance before giffgaff could apply their FUP.

 

You'll also note that even when a member reaches the FUP limit,giffgaff must give them 14 days notice before applying any roaming charges so even if a member had used their phone more in the EU than at home for 60 days in a 4 month period,giffgaff would then have to give them 14 days notice of upcoming roaming charges meaning the minimum time they could RLAH would in fact be 74 days.

 

Lastly,you'll notice that giffgaff's own FUP page for RLAH says:-

 

If you use our services outside the UK in the EU and selected destinations for 60 or more days in any four month period this is likely to be deemed to be an unfair use of our services.

 

It's the highlighted section that's important,it says "is likely to be" not "will be" because for giffgaff to impose a fixed 60 day RLAH limit would be illegal.

 

https://giffgaff.com/fair-usage-while-roaming

 

 

Message 3 of 14
by: wagstaffej
on: 09/10/2018 | 12:58

Does this need rewording slightly @h_henna?

 

"What happens if members exceed the number of days they can Roam Like At Home for?

If members remain outside of the UK, their roaming eligibility status will be turned OFF and they will be charged Pay As You Go Roaming rates."

 

Unless you have any active goodybag in which case you will be charged 3.3p per minute, 1p per text and 0.6p per MB data.

 

 

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Message 4 of 14
by: h_henna
community giff-staffer

on: 09/10/2018 | 14:35

Hey,


@endorphin@ - I will just check these and get back to you.

@woodyuk@ - Thanks for that. I have reworded the thread as suggested.

@wagstaffej@ - You're right, I have refined the answer to this question.

Thank you for your feedback everyone!


Message 5 of 14
by: various_mm
on: 09/10/2018 | 19:01
great but i have an idea in the labs that was about making things simple too https://labs.giffgaff.com/idea/16711529/find-out-if-you-qualify-for-free-eu-roaming

If my answer resolved your query then please mark it as a ' solution '. Thank you!
Message 6 of 14
by: inspiron42
on: 10/10/2018 | 08:27
And we still have to change networks to roam as at home in countries that other networks include.
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Message 7 of 14
by: h_henna
community giff-staffer

on: 10/10/2018 | 15:46

Thank you for your feedback everyone!


 

@endorphin- The reason we don't put an exact figure on this is to prevent people exploiting the rules on roaming, which were designed to benefit those who travel periodically within the EU and selected other destinations, e.g. for holidays or short trips. The level of usage required will never impact members who use the rules legitimately and do just that.

@various_mm - That seems like a great idea however, it will take some time for it to be implemented as we're currently going through a big technical freeze which you can read more about in this announcement.

Message 8 of 14
by: various_mm
on: 10/10/2018 | 19:19

@h_henna wrote:

Thank you for your feedback everyone!


 

@endorphin- The reason we don't put an exact figure on this is to prevent people exploiting the rules on roaming, which were designed to benefit those who travel periodically within the EU and selected other destinations, e.g. for holidays or short trips. The level of usage required will never impact members who use the rules legitimately and do just that.

@various_mm - That seems like a great idea however, it will take some time for it to be implemented as we're currently going through a big technical freeze which you can read more about in this announcement.

@h_henna

 

anything that makes the process as fictionless as possible for the customer would be most welcomed. for those that use thier phone as and when roaming can be bit of a big thing to get their head around

 

 

thank you for the ifo about the technical chnages


If my answer resolved your query then please mark it as a ' solution '. Thank you!
Message 9 of 14
by: giffgaff20147
on: 12/10/2018 | 14:19

@h_henna

This bit confused me 

If we don’t detect any usage in the UK, prior to going abroad, we will give members 14 days to submit proof of residency in order to continue using Roam Like At Home.

 

So we have members who have not got enough usage roaming is off so if they go to eu the grace period will over ride that and switch it on for 14days 

 

We deal with a lot with below problem 

 

members coming into uk and buy their goodybag but only being here days then going into eu so inclusive roaming is off so will they get 14 days grace if contact agents even though they can’t prove uk residency 

 

the rules scramble my head so many changes to the rules 

 

 

Message 10 of 14