Travel with confidence

Roaming is when Equipment 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 service.

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 or Add-Ons and are prices accordingly.

Our Daily and Monthly Roaming Bolt-Ons and Add-Ons are a range of products designed to support those Customers who want to use their services while roaming while staying in control of their costs.

Customers who use their service(s) while roaming to access data, make or receive calls, or send texts and do not have an applicable roaming Bolt-on or add-on in place will incur additional charges.

Customer will also incur additional if their usage exceeds (i) the relevant allowance included within the Inclusive Allowance of the Customer’s Tariff and (ii) the additional daily or monthly allowance provided by any Bolt-On, Add-On or Data Boost that has been applied (iii) the limitations of the inclusive allowance e.g. when used in a destination not covered by the allowance or used in a way outside of the allowed usage, such as Out of-Zone calls (see below for more details).

Additional Charges will be incurred at the rates set out in our Pricing guide, which can be found here: https://guides.plan.com/pricing/

International usage relates to calls and texts that originate in one country and are received in a different country.

When roaming, please check your Bolt-On or Add-On guide when making or receiving calls while roaming, or sending texts.

Roaming Bolt-ons and Add-Ons do not include International Calls from the UK to a destination outside of the UK. An International Bolt-On or Add-On is required in these cases. International Bolt-On or Add-Ons do not apply while roaming.

Customers with tariffs and Bolt-ons that include UK allowances may use their UK allowances when roaming in the plan.com Europe Zone (EZ).

Usage in these destinations will be deducted from your domestic tariff allowances. For example, our pro.plan 6GB tariff customers will enjoy 6GB of data to use in the UK and EZ. If you use 500MB in France, 500MB will be deducted from your pro.plan 6GB data allowance.

If you exceed your tariff data allowance and/or Bolt-On or Add-On allowance while roaming in the EZ you 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 destination 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 (see pricing guide for more information
• Calls and texts to Premium/Non-Geographic numbers are not included, neither are texts received from premium rate numbers

¹Fair usage applies

Calls and texts to Europe Zone means calls and texts that originate in the UK and are received by services in the plan.com Europe Zone. These are classed as International Calls and Texts.

Calls and texts to Europe do not include calls and texts made while a service is roaming in the Europe Zone. These are classed as Roaming Calls and Texts.

International calls are charged by the minute, with a one-minute minimum call charge.

Unless a relevant Bolt-on or Add-On is applied, international calls and texts are charged at the standard out of bundle international call and text charge rates – please see the pricing guide for more information: https://guides.plan.com/pricing/

Calls and texts to countries outside of the plan.com Europe Zone means calls and texts that originate in the UK and are received by services outside of the UK and plan.com Europe Zone. These are classed as International Calls and Texts.

Calls and texts to international destinations do not include calls and texts made while the service making the call or sending a text is roaming. These are classed as Roaming Calls and Texts.

International calls are charged by the minute, with a one-minute minimum call charge.

Unless a relevant Bolt-on or Add-on is applied, international calls and texts are charged at the standard out of bundle international call and text charge rates – please see the pricing guide for more information: https://guides.plan.com/pricing/

Roaming calls and texts within Europe Zone include: Calls and texts from the Europe Zone back to the UK, In Country (e.g. France to France), and In Zone (e.g. France to Germany).

Roaming calls and texts within Europe Zone do not include Out of Zone (e.g. France to America).

Roaming calls and texts within Europe Zone do not include calls that originate in the UK and are received by services in the plan.com Europe Zone. These are classed as International Calls and Texts.

Unless a relevant Bolt-on or Add-On is applied, roaming calls and texts are charged at the standard out of bundle roaming charge rates – please see the pricing guide for more information: https://guides.plan.com/pricing/

The Fair Use Threshold for all mobile or MBB data usage while roaming outside of the UK (including roaming in the Europe Zone) is 25GB per service per month.

The Fair Use Threshold for all mobile call usage while roaming outside of the UK (including roaming in the Europe Zone) is 3,000 minutes per service per month.

The Fair Use Threshold for all mobile text usage while roaming outside of the UK (including roaming in the Europe Zone) is 3,000 texts per service per month.

If, at the absolute discretion of plan.com, your call usage exceeds the Fair Usage Threshold as described above, we may contact you by email, text, or telephone to advise you accordingly, but we reserve the right to bar your service.

When we contact you, we will provide you with the opportunity to rectify the situation by ceasing, or substantially reducing, your call and/or text usage. If excessive usage continues, or if for any reason we reasonably suspect that you are not acting in accordance with this policy, we reserve the right to take further action.

Such action may include, but is not limited to:

• Removing the roaming Bolt-On or Add-On
• Transferring you to a tariff that does not include unlimited calls, texts and/or data
• At our absolute discretion, suspending, modifying or restricting the use of your services
• Withdrawing access to the service indefinitely
• Termination of contract, which may also include contractual termination fees

plan.com tariffs, Bolt-Ons and Add-Ons are intended for customers and users with a stable link to the UK who travel abroad periodically. They are not intended for users roaming on a permanent or semi-permanent basis.

We reserve the right to monitor usage patterns of plan.com customers to reasonably determine whether a Customer may be abusing the regulatory right that permits Customers to use an Inclusive Allowance whilst roaming.

If a customer spends more than two months abroad out of four months or if the customer has consumed more data abroad than at home over this time, we may send an alert to that customer.

Once the alert is received, the customer will have two weeks to clarify the situation. If the user continues to remain abroad, we reserve the right to apply surcharges (equivalent to wholesale roaming caps, agreed on 31 January 2017).

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-Euro Zone 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.

Maritime, satellite and airborne networks are not included in any plan.com tariff or Bolt-on allowances, even though they may be based in one of our roaming zones.

plan.com cannot be held responsible for Equipment accessing these networks and is not liable for any additional charges that are incurred from Equipment using these networks, even if accidental.

Please take extra care when travelling off-land or within areas not covered by mobile operators. We suggest putting your device into flight-safe mode in these situations or turning off roaming data on your device.

We do not recommend using your phone or connected device as a personal hotspot. Services on standard mobile tariffs are designed for calls, texts and general use such as daily browsing. They’re not designed for being used as (or in) a mobile broadband device, as this usually consumes a great deal of data.

When you use your phone as a hotspot, all devices will be using data from your phone. Depending on the number of devices connected and what they’re being used for, your data allowance could be used up (and exceeded) very quickly.

In addition to this, the reporting of the amount of data used while tethering is subject to increased delays, sometimes of several days. This means that we may not be able to react as quickly to tethered data use as standard data use. Therefore, any data alerts and/or bars set up on your account will also be delayed. This could lead to additional charges on your account.

The reporting of data while roaming outside the UK can further increase the delay in data reporting. Due to the increased cost of using data outside the UK/EU, we highly recommend that you avoid using your phone or connected device as a personal hotspot while roaming.