Over 5 million Britons have experienced accidental roaming charges while still in the UK, according to new research from Uswitch. The phenomenon, known as phantom roaming, occurs when a mobile phone connects to a foreign network—often in coastal areas like Kent and Sussex—resulting in unexpected fees. Consumer experts urge holidaymakers to take preventive measures and dispute any unfair charges.
Why does accidental roaming happen?
Cell signals can travel easily across water, particularly in areas close to the English Channel. In towns like Folkestone or Dover, where France is just 20 miles away, a phone may lose connection to a domestic network and automatically lock onto a stronger signal from a French tower. Uswitch’s survey found that nearly three in four Brits were unaware this could happen, and 39% of those affected did not know they could dispute the charges.
Consumer rights expert Martyn James highlights that cruise ships are a major offender: “Passengers in international waters discover that the vagaries of cross-border travel can add up significantly. The same goes for switching on your phone on a plane, or even receiving phone messages but not answering them.”
How much does accidental roaming cost?
While some providers like O2, Sky Mobile, Tesco Mobile, Virgin Media, and Talkmobile include EU roaming in their plans, others such as EE, Vodafone, and Three charge a flat daily fee of £2 to £3 for using UK allowances in Europe. Over half (52%) of affected consumers either took no action or paid without questioning the bill.
Can you get a refund?
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, ask for a deadlock letter and take the matter to CISAS or the Communications Ombudsman. Updated OFCOM rules allow you to escalate six weeks from your first complaint. Martyn James adds, “If you are in the UK, you should not be hit by charges for using your phone abroad or offshore.”
How to avoid accidental roaming
The best prevention is to turn off Automatic Network Selection in your phone’s settings and manually choose your home network. For extra caution, disable mobile data when traveling near borders or known roaming hotspots. Regularly affected users should ask their provider to flag their account so all unclear roaming charges are removed.
