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2009/TEL40/LSG/WKSP/007
International Mobile Roaming – A User Perspective Submitted by: INTUG
Workshop on International Mobile Roaming Charges Cancun, Mexico 25-26 September 2009
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
International Mobile Roaming – a User Perspective Ernie Newman, Chair – Asia Pacific, International Telecommunications Users Group
INTUG Agenda APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
•What is INTUG •The User Experience From Europe •Users’ Experiences of Roaming among APEC Economies •The Challenge for APECTel
INTUG What is INTUG (1) APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
• International Telecommunications User Group
www.intug.org • INTUG is an international association of business users of telecommunications, bringing together national and multinational user associations throughout the world. • With members and contacts in all five continents INTUG has a global presence.
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG What is INTUG (2) • INTUG is registered (since 2006) as non profit association in the Netherlands and has an international Board. • INTUG was founded in 1974, and since then it has contributed significantly towards the opening up of telecommunications markets to competition. • INTUG has an observer/guest chair in ITU, APECTEL, CITEL, OECD and has direct admission to EU. • It has a Memorandum of Understanding with the Commonwealth Telecommunications Organisation (CTO).
INTUG Agenda APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
•What is INTUG
•The User Experience From Europe •Users’ Experiences of Roaming among APEC Economies •The Challenge for APECTel
INTUG European Developments: APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
A view from INTUG’s Executive Vice President, Nick White, in London www.youtube.com/watch?v=lFN_8BDaHlo
INTUG Agenda APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
•What is INTUG •The User Experience From Europe
•Users’ Experiences of Roaming among APEC Economies •The Challenge for APECTel
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG INTUG/APECTel Survey •Conducted August/September 2009 •APECTel Points of Contact distributed to a selection of end users •Responses received included: •Mexico, Australia, China, New Zealand, Chinese Taipei, Japan, Chile, Canada, Philippines, Maldives, Canada, etc.
Survey (2)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG Who Responded? •Those who responded travelled internationally, on average, about 6 times each year – about 4 of these trips for business and two for holidays •More than 98% took their mobile for voice calls every time they travelled •93% accessed data while travelling; about half on them on cellular-based services and half on fixed lines or wi-fi
Survey (3)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG Is Roaming Fair Value? •Respondents were asked: “Do you think international roaming charges are fair value for money? Please rank them on a scale of 1-5, where 1 means they are poor value and 5 means they are excellent value: •Answer: •1 (poor value) 68% •2 22% •3 8% •4 1% •5 (excellent value) 1%
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
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APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
Survey (4)
INTUG Alternatives Used for Voice 60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Survey (5)
INTUG Do You Check Prices First?
Yes - through my carrier's Web site
Yes - through SMS received on arrival
No - I roam and hope
Survey (6)
INTUG Carrier Web Sites APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
Respondents found the roaming information on carriers’ Web sites moderately easy to find, and moderately clear
Survey (7)
INTUG Do You Choose a Network? APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
I select "automatic" as the difference is not great
I select "automatic" because coverage matters more than price I look at prices and select a specific network
Its too complicated - I select "automatic" and hope for the best
Survey (8)
INTUG Most Common Form of APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
Internet Access: 60 50 40 30 20 10 0
Laptop with Laptop, in hotels cellular data card or airport lounges
PDA
Internet café or hotel business centre
Survey (9)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
Time Spent Compared to INTUG Home:
Much less Slightly less Same
70 60 50 40 30 20 10 0 Email
Voice
Surfing
More
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
In one incoming call, they charged me $ 11.00, for 9 minutes, and I was still inside Mexico on the border with Guatemala
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
UK for 5 weeks mostly on holiday Concern was the variation in call costs between carriers - cost US$100
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
Travel to the USA for 3 days; charged 250 dollars – mostly voice and some SMS
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
Data usage for Blackberry (notes replication); cost was greater than US$750.00 for a week away in the US from Australia
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
I was shocked to learn that my roaming costs $24.00 Mex. Pesos per minute, compared to an average $1.30 pesos per minute at home
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
$1200 bill for a week roaming in China from Australia. Mostly voice calls with some SMS.
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
I´m from Chile and I was in Mexico. I received a bill for 300 US dollar, and I used my mobile phone one week.
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
I usually try to filter mail transfer to my cell phone while I am abroad. However, it often costs more than $50 per day even with minimum amount of mails.
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
While on recent visit to Australia from NZ. Received invoice to find rate was much higher than I originally signed up for. Provider had changed plans and defaulted me to an inappropriate plan despite clear history of roaming to Australia approx twice monthly. Bill was only a few hundred dollars but could have been much worse
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
Had bad experience with data card thought that by simply logging on to check emails for 20 minutes a day for a week, this would have been minimal charge. Got massive bill shock and I had to explain to my employer why I had such high charges
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
Yes. France $300 NZD (US$210) mobile roaming bill in April 2009. I was there for 4 days. All voice, voice mail and sms.
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
I live in NZ, and was travelling in Sri Lanka. I received a bill of about NZD$3500 (USD$2460) for roaming charges. Voice only. Didn't realise calls were all >$15 (US$10.50) per minute
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
My worst experiences for voice call have been in the Asia region. Over one hundred US$ a call is not uncommon. My worst overall bill with roaming has come from data charges - which have been many hundreds of dollars.
Survey (10)
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG
Horror Stories!
Yes. Travelled from New Zealand to Australia and did not realise each text message would cost US$0.60 due to the proximity of the two countries and that I was roaming on the same network Vodafone - as at home. Cannot remember the total bill, but did send a lot of messages to my girlfriend at that rate.
INTUG Agenda APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
•What is INTUG •The User Experience From Europe •Users’ Experiences of Roaming among APEC Economies
•The Challenge for APECTel
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG Options for APECTel: •Ask the operators nicely to bring their prices down? •Regulate in each economy separately and hope the savings are passed through? •Regulators negotiate a web of bi-lateral agreements across the region? •Co-ordinate regional action? •Other options? •Do nothing?
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG A Final Question:
If the Tel does not find a way to resolve this issue, who will?
APECTel40 Roaming Workshop 24 September 2009 Cancun, Mexico
INTUG Thank you
[email protected]
