UNDERSTANDING INTERNATIONAL ROAMING

In today’s highly interconnected world, staying connected while travelling abroad is essential. Whether for business, keeping in touch with family and friends, or simply navigating foreign locales, the ability to use your mobile number internationally is a crucial convenience. This service, known as international roaming, allows you to use your mobile phone on a foreign network while being billed by your usual service provider.

This article explores international roaming, how it works, technical and cost considerations, and practical tips for managing it effectively. Additionally, a case study highlighting the potential pitfalls of roaming charges shared in this article will illustrate the importance of being well-informed about international roaming services.

What is International Roaming?
International roaming enables you to use your mobile phone on a foreign network while still being billed by your usual service provider. This service is facilitated by agreements between your current Service Provider and mobile services abroad, allowing seamless connectivity across borders. When you travel, your phone automatically connects to a country’s local network, letting you make and receive calls, send messages, and use data services as if you were still at home, albeit often at a higher cost (Federal Communications Commission, 2024).

How Does International Roaming Work?
When you arrive in a foreign country and switch on your phone, it searches for available networks. Once a compatible network is found, your phone connects to it, enabling you to use mobile services abroad. The foreign network provider bills your home carrier for the services you use, and these charges are then passed on to you in your regular bill (HowToCallAbroad.com, n.d.).

Here’s how you typically use your phone while roaming:

• Voice Calls: You can make and receive calls using your existing number. However, the cost per minute is generally higher than domestic rates.
• SMS: Sending and receiving text messages works similarly to at home but with added international fees.
• Data: Using mobile data abroad can be costly. It is crucial to monitor your data usage or use alternatives like Wi-Fi hotspots to avoid exorbitant charges.

Checking Availability and Charges
Before travelling, it is essential to check with your service provider about the availability of roaming services at your destination and understand the associated charges. Here are the key steps:

1. Confirm Roaming Availability: Ensure your provider offers roaming services in the country you are visiting.
2. Understand Charges: Roaming charges can be significantly higher than domestic rates. Discuss these costs with your provider and explore any available travel plans or bundles that can mitigate expenses

Mobile Phone Compatibility
Different countries use different frequency bands for mobile networks, and not all phones are compatible with every network globally. Modern smartphones often support multiple bands and technologies, such as GSM and CDMA, which increases the likelihood of compatibility. Nevertheless, it’s prudent to verify with your provider if your phone will work at your destination. If your phone is not compatible, consider purchasing or renting a suitable device (WorldSIM, n.d.).

Managing Costs and Usage
Given the potentially high costs of international roaming, managing your usage is critical. Here are some practical tips:

• Turn Off Data Roaming: Disable data roaming in your phone settings to prevent automatic internet connections. Instead, use Wi-Fi hotspots available in hotels, cafes, and other public places.
• Set Usage Limits: Many providers offer options to set usage limits or alerts for international roaming. Utilize these features to monitor and control your expenses.
• Consider Alternatives: Purchasing a local or international SIM card can be a cost-effective alternative to using your home SIM card. These options often offer lower rates for local and international calls and data.
• Check Rates: Before you travel, review the roaming rates for your destination with your service provider. This will help you make informed decisions about your phone usage while abroad. Regularly check the roaming rates on your service provider’s website or app before or during your travels.

Technical Considerations
Understanding the technical aspects of international roaming can help ensure seamless connectivity:

• SIM and eSIM: If your phone support eSIM, you can switch between different carriers without physically changing the SIM card. This feature is handy for frequent travellers.
• Frequency Bands: Check the frequency bands supported by your phone and the network in your destination country. Modern smartphones typically support a wide range of bands, but it is always good to confirm compatibility.

ROAMING COMPLAINT STATISTICS FROM 2021 UNTIL 2024 (1st half year (H1))
Table 1 below illustrates the trends in consumer complaints related to roaming from 2021 to 2024 (H1) ,
highlighting significant fluctuations and underlying factors influencing these changes.

Based on the report, the yearly trends related to complaints related to Roaming and Data Roaming increase from 2022 to 2023. This data was captured from the Consumer Redress Portal of MCMC.

• 2021: 89 complaints
• 2022: 262 complaints
  • Factors Contributing to the Increase in Complaints:
    • Post-pandemic travel boom led to higher usage and issues.
    • Increased customer awareness and reporting.
• 2023: 261 complaints
  • Persistent issues from 2022 remained unresolved.
• 2024(H1): 50 complaints
  • Factors Contributing to the Deacrease in Complaints:
    • Improvement in Roaming service quality.
    • Better consumer adaptation to managing roaming usage.

Seasonal Patterns:
Seasonal patterns significantly influence consumer complaints, with particular months showing marked increases in issues reported. This fluctuation is often linked to changes in consumer behaviour during different times of the year. For instance, January and December consistently record the highest number of complaints, each reaching 63. These peaks are likely due to the holiday season’s surge in international travel, which often leads to increased roaming issues as customers venture abroad

• January and December: Both months recorded the highest number of complaints (63 each), suggesting that these are peak travel periods when many customers experience roaming issues. The high volume of international travel during holiday seasons likely contributes to increased usage and, consequently, more complaints.

• June: This month also saw a notable spike with 91 complaints, possibly due to summer vacations and school breaks, another peak travel time.

CASE STUDY: A Customer’s Journey with Telco Aa Telco Roaming Facility

Sarah, a loyal customer of Telco A, had always relied on her phone during her travels. With a Ringgit Malaysia (RM) 200 credit limit in place, she felt secure knowing her expenses were capped. However, her recent trip to Mumbai turned into a nightmare, revealing significant flaws in Telco A’s system.

On 30th November 2023, Sarah embarked on a week-long trip to Mumbai. Conscious of roaming charges, she kept her mobile data off, relying solely on Wi-Fi and hotspots. Throughout her stay, she did not receive any roaming alerts or welcome messages from Telco A, a usual practice she had experienced with other telcos.

On 14th December 2023, Sarah’s phone line was abruptly barred. A message from Telco A stated that her credit limit was at 80% and demanded immediate payment of RM 166. Confused, she paid the amount, but her line remained barred. Her husband called Telco A’s customer service, only to be told that their bill had skyrocketed to RM 19,000. Sarah was in disbelief. How could her bill be so high when her mobile data was off and she had not made any calls? She felt cheated. Despite the supposed RM 200 credit limit, Telco A had allowed charges to spiral out of control.

She reached out to Telco A, demanding answers. She pointed out that she had yet to receive any notifications about roaming charges or connections to Mumbai’s service providers. The lack of transparency and communication was infuriating. The stress took a toll on Sarah. The thought of an RM 19,000 bill kept her awake at night. She felt helpless, trapped by a situation beyond her control. She needed a resolution, not just for her financial burden but also for her peace of mind.

Determined, Sarah escalated her complaint to the Communications and Multimedia Consumer Forum of Malaysia (CFM); Telco A initially offered a 30% reduction, bringing the bill down to RM 13,000. Nevertheless, Sarah refused to accept this partial remedy. She believed Telco A should be held accountable for their system’s failures and the distress they caused her.

After a mitigation meeting involving Telco A, Sarah, and CFM (as a mediating party), a breakthrough was reached. Telco A admitted to its errors in not providing proper notifications and failing to enforce the credit limit. According to the General Consumer Code 2022 (GCC, 2022), Clause 2.1 states:

“Service Providers should furnish Consumers with information on services which is sufficient, accurate, true, up-to-date and in simple and straightforward language.”

Telco A agreed to charge Sarah only RM 140, a significant reduction from the original RM 19,000. They promised to reflect the waiver in her next bill and assured her that this settlement was a one-time goodwill gesture. They also advised her to check their website for the latest roaming charges before any future travels.

Lessons Learned
This ordeal exposed critical weaknesses in Telco A’s system. They needed to:

1. Enforce Credit Limits: Ensure that customers are never charged beyond their set limits.
2. Improve Billing Accuracy: Ensure that customers are billed only for their actual usage.
3. Provide Timely Notifications: Automatically inform customers about potential roaming charges and connected service providers.
4. Enhance Customer Support: Train representatives to handle disputes with empathy and clarity, keeping customers informed at every step.

Sarah’s experience was a wake-up call for Telco A. By addressing these issues, they could rebuild trust and provide better service to their customers. Sarah’s determination and refusal to accept unfair treatment led to a significant policy change at Telco A, ensuring that future customers would not face the same ordeal.

In this case, CFM plays a crucial role in advocating for consumer rights and ensuring fair practices within the telecommunications industry. By raising awareness, educating consumers, and providing a platform for complaint resolution, CFM helps to safeguard consumer interests and promote transparency within the sector.

Practical Tips for Traveling
Here are additional tips for managing your mobile services while travelling:

• Use Wi-Fi Hotspots: Connecting to Wi-Fi can help save on data costs. Many public places offer free Wi-Fi, but be cautious about security risks when using public networks.
• Use VoIP Services: Apps like WhatsApp, Telegram, and Facebook allow you to make calls and send messages over Wi-Fi, reducing your reliance on mobile networks.
• Monitor Data Usage: Regularly check your data usage to avoid unexpected charges. Many smartphones provide settings to monitor and restrict background data usage.

Concluding Points
International roaming offers the convenience of staying connected while travelling abroad, but it comes with additional costs and technical considerations. By checking with your service provider about availability, charges, and compatibility before you travel, you can avoid unexpected issues and high costs. Implementing practical strategies to manage your usage, such as using Wi-Fi and VoIP services, can further help control expenses. Staying informed and prepared ensures you can enjoy your travels without the worry of exorbitant mobile bills.

Service Provider Contact Information:

References
Federal Communications Commission. (2024). International Roaming: Using Your Mobile Phone in Other Countries. Retrieved from
https://www.fcc.gov/international-roaming
HowToCallAbroad.com. (n.d.). International roaming – using your cell phone abroad. Retrieved from
https://www.howtocallabroad.com/qa/international-roaming.html
WorldSIM. (n.d.). What is International Roaming? Explained Simply. Retrieved from
https://www.worldsim.com/blog/what-is-international-roaming

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