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Fair Usage Policy – Inclusive roaming allowances

Inclusive roaming services on Daisy’s mobile tariffs have been built for business users who travel periodically, and not those who roam across foreign networks on a semi-permanent or permanent basis.

To make sure all of our customers use the mobile plans fairly, we will monitor usagefor four month period for each mobile service used.

We will consider all the following points when assessing your usage:

  • Use in Roam Like at Home (RLAH) destinations will be reviewed against usage and presence in the UK and outside RLAH destinations;
  • Proof of domestic presence within the UK; and
  • If a customer uses their mobile in destinations outside the UK that qualify for inclusive access to standard bundles (this includes those countries that qualify for daily roaming services such as World Travel Select and/or legislation such as Roam Like At Home), for more than 60% of the time in any four-month rolling period;

In these cases we will notify the customer to confirm what we have noticed.

If a customer’s usage continues to exceed 60% as described above over the subsequent four-week period following the first notification, Daisy will an explanation from the customer for the usage over the relevant period. If no suitable explanation is received, Daisy may apply charges in line with your tariff.

Important Mobile EU Regulations – Updated

As per our previous announcement, the new Roam Like At Home (RLAH) legislation means that from 15 June 2017, a number of changes will be implemented to existing products to ensure that users who are subscribed to our standard tariffs will no longer see any surcharges or increased rates when roaming in the EU.

Below is a summary of how we will be implementing these changes, across Vodafone and O2 DISE accounts:

For Daisy Vodafone (including Daisy O2 ABS customers on Select&Share or Daisy Eureka tariffs)
Additional EU destinations will be added to all current UK-only bundles

The 45 destinations listed below will be added to all current Vodafone UK-only bundles. This will also exclusively be replicated for Daisy O2 users on the One and Only tariff, as well as some bespoke O2 ABS tariffs. Please contact our mobile specialists if you are uncertain around your O2 bespoke tariff.

Europe Zone 1 – Austria, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French territories, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy (inc. Vatican City), Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal (inc. Madeira), Romania, Slovakia, Slovenia, Spain (inc. Balearic Islands), Sweden.

Europe Zone 2 – Albania, Bosnia & Herzegovina, Guernsey, Jersey, Isle of Man, Faroe Islands, San Marino, Switzerland, Turkey.

The legislation only covers Europe Zone 1 destinations, however for all our customers on Vodafone, as well as those on O2 who are subscribed to our Select&Share or Daisy Eureka tariffs, we will be including Europe Zone 2 destinations too. That’s access to your mobile bundles in an additional eight destinations!

Daisy Euro Travel will be retired
Daisy Euro Travel (ET) is a bolt-on that offer users access to their UK allowances for a daily roaming fee. As there will no longer be surcharges applied for usage within Europe, this service will be retired as of 15 June 2017.

World Travel Select adjustments
Daisy’s World Travel Select (WTS) will be updated from 15 June 2017 alongside the retirement of Euro Travel to ensure it no longer charges a daily rate for users roaming in Europe Zone 1 or 2. However, for £5 excl. VAT per day, users will still be able to access their UK/EU allowances whilst in the following destinations:

Anguilla, Antigua and Barbuda, Argentina, Aruba, Australia, Barbados, Bermuda, Bonaire, Brazil, British Virgin Islands, Canada, Cayman Islands, Chile, China, Colombia, Costa Rica, Curacao, Democratic Republic of Congo, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Ghana, Grenada, Guatemala, Guyana, Haiti, Hong Kong, India, Indonesia, Israel, Japan, Jamaica, Kenya, Lesotho, Mexico, Mozambique, New Zealand, Panama, Peru, Puerto Rico, Qatar, Russia, Saba, Serbia, Singapore, Sint Eustatius, Sint Maarten, South Africa, St. Kitts and Nevis, St. Lucia, St. Vincent, Suriname, Thailand, Trinidad and Tobago, Turks and Caicos Islands, United Arab Emirates, Uruguay, USA and US Virgin Islands

Roaming EU minute and data value added bolt-ons will be retired
Although the roaming minute options do include calls made whilst roaming to ‘out of zone’ destinations, they still incorporate a surcharge for standard usage within the zone and back to the UK, and as such, must be retired. At this stage, we are looking at alternative options but no replacements have yet been agreed. If you have any concerns around being able to support regular calls to Asia Pacific or Rest of World zones whilst roaming in Europe, please contact us.

Out-of-bundle rate adjustments
In line with RLAH regulation our out-of-bundles rates whilst roaming in Europe will now align with what we charge in the UK:

Europe Zone 1
Roaming Minutes in Zone and Back to UK – 45.84p per minute
Roaming SMS – 45.84p per message
Roaming MMS – 45.84p per message
Roaming Data – 5p per MB
Roaming Inbound Minutes – FREE from 15 June 2017

Europe Zone 2
Roaming Minutes in Zone and Back to UK – 45.84p per minute
Roaming SMS – 45.84p per message
Roaming MMS – 45.84p per message

Please note: Current rates for data and inbound calls within Europe Zone 2 will not be adjusted.

Data caps
With Daisy any out-of-bundle spend generated whilst roaming, either in Europe or Rest of the World, will contribute towards any opted-in data caps

O2 DISE with Daisy Mobile
Below outlines what O2 will be doing to implement these changes and Daisy will be replicating this for all customers on the O2 DISE base. If you are unsure whether your tariff sits within the O2 DISE or O2 ABS platforms then please contact our customer service team who will confirm this for you.

Additional EU Destinations being added to UK standard bundle packages
The following 46 destinations will be added to all O2 DISE UK-only tariffs:
Austria, Azores, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy (inc. Vatican City), Jersey, Latvia,
Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Monaco, Netherlands, Norway, Poland, Portugal, Reunion Islands, Romania, Saint Barthelemy, Saint Martin, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland.

UK out-of-bundle rates
The below rates will apply to users whose usage goes beyond their bundles whilst roaming in the Europe Zone (detailed above) from 15 June 2017.

rates

Please note: Inbound calls whilst roaming in Europe will no longer be chargeable.

Unlimited minutes and SMS packages will be monitored
A tool will be in place to identify extraordinary usage, enabling us to restrict above usual usage. We will reserve the right to take action.

Value-added services retired
Some of these services were already unavailable with Daisy but now the network have confirmed that O2 Travel/My Europe Extra/My Europe/Ireland bolt-on will all be retired

Data caps
These will become ROW-Only for customers who qualify for RLAH benefits.

Legacy data plans
Not ALL legacy data plans will benefit from RLAH e.g. Business Data Sense, Business Data 5 etc. Daisy has not been provided with a full list of those excluded, however should you be uncertain please contact us and we can enquire on your behalf with the network.

Existing EU inclusive plans
These will be updated to meet RLAH requirements, specific EU allowances removed and RLAH will apply to standard allowances.

Please note we have been advised that O2 may contact end users directly via SMS to confirm these changes.

Mobile Subscription Price Increases

Daisy has recently reviewed its pricing and, in line with changing market conditions and supply costs within the industry we will be implementing the following change

10% increase on monthly line rental charges across all subscriptions on either Vodafone or O2.

– Example: if you currently subscribe to a mobile tariff on either network offering 500 minutes, 500 SMS and 500MB data for £10 exc. VAT, your new monthly cost will be £11 exc. VAT

Additional bolt-ons or Daisy Fresh charges will not be affected by this change. In addition if you are on a bespoke tariff or tariff that is not currently live within our tariff portfolio, you may no longer be able to add additional connections to these tariffs. A number of tariffs are due to be retired alongside this change. However, our current portfolio consists of some of our best-value and ‘easy to tailor’ tariffs, so finding something that suits your mobile needs is easy.

There are a number of tariffs that are excluded from the above change, all customers will receive letters confirming how both the recent RLAH legislation and these rate adjustments will affect them.

Introduction of new charges for Number Configuration from the 1st May 2017

From the 1st of May Daisy will be introducing a Number Configuration charge for Inbound Number in-life routing changes and new configurations on advanced plans. The new charges are as follows:-

  • Number configuration (including new configuration on advanced plans and in-life routing changes). Business hours: Monday – Friday, 9am – 5.30pm excl public and bank holidays. Charged per hour. Minimum Fee – £35 + VAT
  • Out of hours configuration (including new configuration on advanced plans and in-life routing changes). Changes not within the Business hours stated above. Subject to availability. Single charge – £200 + VAT, PLUS hourly of £35 + VAT

Charges are applicable to all new customer advanced plan builds and customer requested in-life changes where the customer has access to make the changes themselves.

Important Mobile EU Regulations – coming June 2017

From 15 June 2017, a new mobile legislation will come into play that will change how people use their mobiles whilst roaming abroad in Europe, thus impacting their charges.

Roam Like At Home (RLAH) – what is it?

The new legislation, Roam Like At Home, in simple terms means there will be no surcharges or increased rates for users when roaming in the EU.

What does this mean?

For customers, this new ruling will mean greatly reduced costs and peace of mind whilst travelling in the EU.

For networks and service providers, such as Daisy, it means we must ensure that customers are able to use their devices in other countries within the EU, based on rates and rules almost identical to that which they receive on their home network. Providers will also have a responsibility to ensure that all their customers who have already purchased tariffs with inclusive UK bundles (for example 500 minutes, 500 SMS and 500MB of data) have a sufficient allowance to utilise in the EU at no additional cost, should they require it.

Products such as Daisy Euro Travel and EU-specific bolt-ons will need to be retired or replaced using standard bundle rates.

What next?

Daisy’s mobile team is undertaking a full review of all live products including tariffs, bolt-ons and services. Almost all tariffs will require modification to allow for users’ UK allowances to work abroad at no additional costs.

We are also working on a new, extremely competitive, proposition to be unveiled alongside the market-leading tariff, Select & Share. This will ensure our customers have access to some of the best deals in the marketplace.

When will we announce and implement these changes?

This is an extremely important project and we are working hard to ensure all changes are in line with the legislation. We will communicate our plans and clearly highlight any changes that customers can expect to see by early May 2017.

Changes to Connectivity pricing from 1st March 2017

From 1st March Daisy’s Connectivity pricing will be increasing as follows:

  • Daisy Managed Internet Access circuits will increase by £28.00 per circuit, per month
  • Daisy ADSL Broadband circuits will increase by £0.98 per circuit, per month
  • Daisy Fibre Broadband circuits will increase by £1.48 per circuit, per month