Hi ​@Cantfindanswers,

Thanks for getting in touch.

To clarify: Your data allowance refreshes on your monthly bill cycle date, so this is when your UK allowance (including any eligible roaming usage) resets each month.

Separately from this, EU roaming is also subject to a fair usage policy, which is designed to ensure roaming is used in line with occasional travel rather than permanent use abroad.

This fair usage policy may take into account factors such as:

• How much of your usage is consistently happening abroad
• How often and for how long you are roaming
• Your overall usage pattern over time

As a result, even though your allowance refreshes monthly on your bill cycle, roaming usage can still be monitored under fair usage rules across a longer period.

You can read more about this here: https://www.idmobile.co.uk/help-and-support/eu-roaming/fair-usage-policy

If you’d like, our Live Chat team can also check your specific account and confirm how this applies to your usage.

Regards,

Gemma M
The iD Mobile Social Media Team

Hi, yes could you please advise how I can access the live chat? No option is showing on my side.

I’m still finding the policy extremely confusing, and at times it feels deliberately convoluted. As it’s advertised as allowing 63 days within a 4 month period, it would seem logical that this should reset once that 4 months has passed. However, I haven’t yet received a definitive or straightforward explanation confirming this.

I would really appreciate a clear clarification on how the reset period works.

Any update please? Please can you connect me with live chat

HI ​@Cantfindanswers,

Thanks for your message, I’m really sorry for the confusion around this, I understand you want a clear answer.

You can reach our Live Chat team here:https://www.idmobile.co.uk/live-chat

Scroll down and click “Chat with us” (you may need to accept cookies for it to appear).

Lamiya

Hi your 'live chat' are also unable to answer this simple question. It seems nobody knows the official policy. How can this be escalated to management?

Hi ​@Cantfindanswers 

If over a 4-month period you spend 63 days or more in our free roaming destinations, you may be subject to additional charges. This is because our Fair Usage Policy only resets once we can see that you are no longer permanently roaming, based on your usage patterns. This typically aligns with your data refresh date.

For example, if you leave on 1 January 2027 and spend 63 days abroad, returning on 5 March, charges will not automatically reset. If you continue roaming beyond the 63-day allowance, you may be billed accordingly. However, if we observe that you are no longer roaming for a sustained period (for example, a month), the allowance may reset.

If we notice that you may not be following our Fair Usage Policy or that your usage is outside our Terms and Conditions, we may temporarily restrict your account.

We will always notify you 14 days in advance before any additional charges are applied, to help avoid unexpected costs. Any additional roaming charges applied to your plan will be communicated to you at that time.

-Michael Z