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Three saves customers £1.3bn in roaming charges

Wednesday, August 26th 2015 by Phil Wilkinson-Jones

Three's Feel At Home service has saved its customers more than £1.3bn in roaming charges in the past two years, the operator has claimed.

The feature, which allows customers to use their phones abroad at no extra cost, saves users an average of £330 a year, according to the network provider.

Feel At Home was launched in 2013 and is available in 18 destinations including France and Spain, the two most popular holiday destinations for Brits.

The average Three customer now uses 500MB of data on each overseas trip.

Two million Brits used their phone abroad at no extra cost on Three in the last two years. In June alone, 538,000 people benefitted from the service, the company said.

Lianne Norry, director of brand and communications at Three, said: “Three was the first UK network to allow customers to use their phones abroad at no extra cost, to banish bill-shock and improve peoples’ holiday experiences.

“We continue to lead the way in making roaming charges fairer.

“The fact that we’ve saved our customers a whopping £1.3bn proves the true extent of the great roaming rip-off, people are being treated unfairly by other networks, so we will continue to make it right for them with Feel at Home.”

Three’s announcement came as the network revealed its financial results for the first six months of 2015.

The company added 391,000 new customers in the first half of the year, taking it to a total of 8.8m.

Three inTouch – a free app which allows users to call and text over wi-fi – is now used by 1.2m customers.

'Unfair roaming charges'

More than half of Three’s customers are using 4G, with the average data use per customer rising to 4.65GB in June 2015.

Three said it is continuing to invest in its network and will focus on improving rural and indoor coverage in particular. Voice coverage will also be extended with the introduction of 4G calling.

CEO Dave Dyson said: “We continue to focus on giving our customers the best possible experience.

“Our network is already providing a quality, reliable service to customers and this will be further enhanced in the next six months with the introduction, for the first time, of our low frequency 800MHz spectrum.”

Chief financial officer Richard Woodward added: “Our performance in the first half has been built on the strength of our network and the plans and benefits we provide.

“We passionately believe that financial success starts and ends with providing the best possible customer experience and fixing industry issues like unfair roaming charges.

“This is our absolute focus and we are seeing the results with customer satisfaction consistently improving, more people joining us and existing customers staying longer and spending more.”

Feel at Home is available in 18 destinations worldwide: Spain, France, Switzerland, Israel, Finland, Norway, USA, Indonesia, Sri Lanka, Macau, Australia, New Zealand, Italy, Austria, Hong Kong, Sweden, Denmark and Republic of Ireland.

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