Roaming

General terms and conditions

General Terms & Conditions

These Terms & Conditions form part of the Customer Guide and are incorporated into the Business Customer Contract between each Customer and Plan Communications Limited ("plan.com").

What is roaming?

'Roaming' is when a Service is used outside of the UK, for example, when you travel to a foreign country with your mobile phone. Your plan.com tariff does not include use of your service(s) outside of the plan.com Europe Zone (“EZ”). Therefore, using Equipment outside of the UK or EZ means that you may incur additional charges, other than those described as part of your tariff, while using your device.

Roaming usage

Equipment is 'being used' while abroad when one or more of the following events take place:

  • Data is accessed by your device. This may happen as soon as a device (“Equipment”) connects with a foreign network provider. plan.com will charge you a fixed standard per MB rate for this data usage without an applicable roaming data bolt-on. To prevent this, either mobile data must be turned off, roaming data must be turned off, the Equipment must be in Flight Mode and/or the Equipment must be turned off. PLEASE NOTE: Data can be accessed by your Equipment as soon as it is turned on, or Data access is enabled having been previously disabled. Data is not limited to specific apps being opened e.g., Facebook, an internet browser or Spotify. Background tasks often access data on your Equipment without your specific interaction. Therefore, your Equipment may be sending or receiving data simply by being turned on.
  • A call is made or received. In order to make or receive a call, your Equipment will automatically attempt to connect to a foreign network provider. The third-party will fulfil this call request. You can prevent calls from being received while abroad by keeping your Equipment in Flight Mode, or asking for an incoming call bar to be applied. plan.com will charge you a fixed standard per minute rate for this usage (see pricing) unless the usage is bundled with a roaming voice bolt-on.
  • A text message is sent. As above, this Service will be fulfilled by a foreign network provider and plan.com will charge you a fixed rate per text (see our pricing guide) unless the usage is bundled with a roaming SMS bolt-on. Multimedia Messages (MMS) are not covered by roaming bolt-ons and are prices accordingly.

Roaming bolt-ons

To help control costs while roaming, roaming bolt-ons can be applied to a service. There are a variety of daily and monthly bolt-ons available. Bolt-ons provide additional allowances for data, calls and/or texts while roaming for a fixed price, and cover a variety of different roaming destinations. To find out which bolt-on is best for you, please visit our roaming bolt-ons guide.

Roaming calls

Roaming calls are calls that are made from a Service while roaming, or received by a Service while roaming.

Calls made to the UK while roaming are classed as roaming calls.

Please note that calls made from the UK to non-UK destinations are never classed as roaming calls. These are classed as international calls and charged at separate fixed rates, specific to your tariff. They are not covered by the majority of roaming bolt-ons.

You may be charged for receiving a call while not in the UK/EZ. The amount charged is related to the destination in which the call is received, and the duration of the call. Please see our pricing guide for more information.

Calls made and received while roaming will either be charged at a fixed per minute rate, which relates to the destination in which the call is made or received, or deducted from your bolt-on allowance(s). For example, if you receive a 30-minute call from the UK while roaming in Canada, you will be charged the appropriate amount for receiving a 30-minute call, or 30 minutes will be deducted from your daily or monthly roaming bolt-on allowance(s). Calls made to premium-rate numbers such as support lines or competition lines may be subject to additional charges, which are set by the third-party provider.

Roaming texts

Texts sent while roaming are charged at a standard roaming rate (please see our pricing guide for more information). Texts made to or received from premium rate numbers such as a support line or competition line may be charged, with prices are set by the third-party provider.

Roaming data

If you do not have a roaming bolt-on or you exceed your daily bolt-on allowance(s), you will be charged our standard out of bundle roaming data rates. Note that data usage in or outside the EZ is charged at £6 per MB and we strongly recommend disabling data before connecting to a foreign network if you do not have a roaming data bolt-on or your bolt-on allowance is exceeded. See our pricing guide for more information.

The reporting of data usage can be subject to delay. Data reporting is controlled by the network provider on which data is being used and it is beyond the control of plan.com with regards to when the foreign network provider releases this information.

Roaming in the plan.com Europe Zone

Customers with tariffs and bolt-ons that include UK allowances may use their UK allowances when roaming in the EZ.

Usage in these destinations will be deducted from your tariff allowances. For example, our more.plan 5GB tariff customers will enjoy unlimited calls1 and texts1 as well as 5GB of data to use in the UK and EZ. If you use 500MB in France, 500MB will be deducted from your more.plan 5GB data bundle.

EZ usage that exceeds standard tariff allowances will be charged at the same out of bundle rates that apply to the UK.

The following usage is included with the UK tariff allowance:

  • All data usage in the EZ
  • Calls and texts back to the UK from an EZ destination (including voicemail retrieval)
  • Calls and texts within an EZ destination, e.g. Spain to Spain
  • Calls and texts from one country to another where both are in the EZ, e.g. Spain to Germany (except where calls or texts originate in the UK - these are still regarded as international calls/SMS)

The following usage is excluded from the UK tariff allowance:

  • Calls and texts from the UK to destinations in the EZ will not be included in UK Tariffs - these are International calls/texts
  • Calls and texts from in the EZ to a non-EZ destination, e.g. Spain to the USA are classified as Out of Zone Calls/Texts and subject to fixed per minute/SMS charges
  • All calls and texts to Premium/Non-Geographic numbers are not included, neither are texts received from premium rate numbers

1Fair usage applies

1Non-domestic use limitations

Roaming in the EZ is intended for people who occasionally travel outside the UK where they live or have stable links i.e. they work or study there. It's not meant to be used for permanent roaming. As long as you spend more time at home than abroad, or you use your Equipment more at home than abroad, you can roam freely at domestic prices when travelling anywhere in the EZ.

We reserve the right to check your usage patterns to determine if you might be abusively using your EZ roaming (regulated roaming services at domestic price).

If you spend more than two months abroad out of four months, and if you have consumed more data abroad than at home over this time, we may send you an alert. Once the alert is received, you will have two weeks to clarify the situation. If you continue to remain abroad, we reserve the right to apply surcharges (equivalent to wholesale roaming caps, agreed on 31 January 2017).

Roaming near borders

While roaming in countries that border with other destinations that fall outside the region or zone (e.g. The Republic of Cyprus, which borders with the Turkish Republic of Northern Cyprus), it is possible for a roaming mobile phone to connect with a mobile mast in the neighbouring country. In the example of Cyprus and Turkey, voice, text and data charges are set at the higher, non-EZ rates. When it comes to data usage, this can be up to £6 per MB. This is also true of maritime, satellite and airborne networks.

plan.com is not able to control which network your Equipment connects to. For this reason, we are not liable for any additional charges that are incurred. 

Additional prices

As a plan.com customer, you pay a fixed, contractual amount every month, agreed in advance, that will change depending on which tariffs and bolt-ons you’ve chosen, and which allowances you're enjoying. However, when roaming without an applicable bolt-on, or if you exceed your bolt-on allowances, additional prices will apply. Additional prices also occur if you call or text premium-rate numbers.

Yes they suck, and no we don't like them either. But we're all about transparency, so it's better you know about them now than get a nasty surprise later down the line.

Click here to see a full breakdown of additional charges.

Please refer to Terms & Conditions

World Zone Regions

Our World Zone is used by some of our roaming bolt-ons. It is divided into regions, which are outlined here. Calls made and received while roaming in destinations within the same regions are priced differently to those made or received outside of a region.

Click here to see a full breakdown of additional charges, which apply if a roaming bolt-on is not active, exceeded, or if a call is made/received out-of-region.


Asia Pacific

Australia

Hong Kong

Malaysia

New Zealand

Singapore

South Africa


Eastern Europe

Albania

Bosnia & Herzegovina

Macedonia

Montenegro

Serbia

Turkey


USA & Candada

USA

Canada


Rest of the world

*Please refer to Terms and conditions.

Europe Zone


Roaming in Europe is easier than ever. You can now use your UK allowances when travelling in the plan.com Europe Zone, at no additional cost*. What's more – our Europe Zone covers far more than just EU destinations! It includes:

 

Please refer to Terms & Conditions

Daily & monthly roaming data regions

The following Business Zone and USA & Canada regions only apply to our Daily Roaming Data bolt-on and Monthly Roaming Data bolt-on. They do not apply to other daily or monthly roaming bolt-ons.


Business Zone


USA & Canada

USA

Canada