Mobile business roaming isn’t working

Dario Betti at the Mobile Ecosystem Forum describes how mobile roaming currently presents quite a few challenges for business

Travelling for work is once again a thing. But trips abroad are not quite the same as they were pre-Covid and pre-Brexit, and how things are different depends on your destination.

If you have business in Vienna, you need to be aware that FFP 2 masks are still compulsory in pharmacies and on public transport. But if your business takes you a few kilometres down the Danube, you will only need to wear a mask in Bratislava if you visit a healthcare facility. The number of days you can spend doing business in Europe may be limited by the number of times you visit a Schengen country.

And then there are changes to roaming—not just in Europe—so it is important to look at mobile contracts for staff; roaming can now be complicated and expensive.

Many travellers to the USA and some European countries are experiencing challenges: no phone calls or SMS, or even data with specific operators and certain devices (even in areas that were perfectly covered before). Many mobile operators are decommissioning their older networks (2G and 3G) in favour of more efficient 4G and 5G networks. These new networks are not yet fully supported for roaming by all operators.

Personal experience

When I landed at an airport in Las Vegas, I received an SMS from my mobile operator: Please note, major operators in the US have closed their 3G networks so your services might be impacted. This pretty vague message was followed by a link to a website that unfortunately was not working.

Another mobile operator (I have several phones) informed me that most probably I would not be able to make phone calls or send/receive SMS within the USA, but I could still get data, however that would depend on which phone I had. A follow up SMS confirmed prices of $6 per MB, or about $1200 to watch a Netflix video in low quality for 90 minutes (equivalent to my phone bill for the next 10 years).

A third mobile operator was not much better: the gist was that I was lucky to get an SMS in the first place, and perhaps I’d be better off using a messaging app over WiFi. This is not a unique experience – mobile operators are letting roaming fall to pieces.

What should the industry be doing? These are my thoughts:

What should the industry do?

Supporting VoLTE roaming is a must

Not supporting international roaming has multiple effects for high value customers: not receiving an SMS can block a bank transaction or a payment, voice communication is still key for business and private communications.

Patchy or non-existent coverage while roaming is unacceptable. Customers rely on mobile devices; both voice calling and SMS are basic and intrinsic services expected from mobile phones. Mobile operators are reducing their value by not providing a consistent connection. Support for 4G and 5G roaming is necessary – or customers will go elsewhere.

Build services

Operators need to build a robust and reliable network in order to provide a universal service. Sign commercial deals that will get customers connected overseas. If customers can reliably travel to any country and use their mobile phone for voice and SMS, they will likely be happy to pay the premium.

Alternatively, and this is better suited to low-cost operators, rather than spending time, money, and resources building a universal network, these operators could build packages of OTT services, such as free WhatsApp messaging and voice calling, so that users can use their data allowance (already carried via the 4G network).

It’s time for the industry to take a long hard look at roaming and make a serious commitment to ‘do better’ and create a new ‘golden age’ of roaming that’s good for customers and therefore, by extension, the industry as well. But while customers are waiting for the mobile phone sector to pull its socks up, here is what can be done now to reduce roaming risks.

What can you do?

Check if your phone is 4G ready

Check if your company phones show a 4G or LTE sign, if a phone is 5G ready you are ready to travel. But see the next steps.

Check if your phone is older than 2015

Even some of the 4G devices might not work well. It is mostly the earlier models, sold before 2015 that do not support ‘Voice over LTE’ (or VoLTE). Time to invest in a new device if your business trip requires you to roam freely in USA and other places. If your company uses Apple products, from the iPhone 8 onwards they are all compatible. If your phones are good, it is now time to check your operator.

Check if your Mobile Operator is supporting VoLTE for Roaming

Not all operators have ‘turned on’ the Voice over LTE function for roaming. About 700 networks have launched VoLTE in their market domestically, but in 2021 only 50 operators globally support roaming on 4G. A check on the operator’s website or a visit to the shop might help, but often you might have to call customer service to get a proper answer.

Get the pricing right

The choice of roaming package is still important. Regulation made roaming in the European Union simpler to understand, but if you are travelling outside the EU or are arriving from another country prices might still be complex and often disproportionally high. Many operators have built international packages and options that make it easier to budget for international travelling – but not all.

Roaming is possible when you travel, but not always straightforward and almost certainly not cheap, let alone free.  Do your research before you leave for the airport, ferry terminal or rail station, and speak to your operator.

Dario Betti is CEO of MEF (Mobile Ecosystem Forum) a global trade body established in 2000 and headquartered in the UK with members across the world. As the voice of the mobile ecosystem, it focuses on cross-industry best practices, anti-fraud and monetisation

Main image courtesy of iStockPhoto.com