Despite lockdown: no reimbursement of roaming credit

Many companies with subscription models such as fitness studios or operators of public transport appeared to be accommodating in the lockdown. They renew their subscriptions or refund money. During the lockdown, the Swiss were unable to use a variety of products as usual. Telecom providers did not: “Roaming credits that cannot be used because of the border closures mean that customers have to stroke their legs. Only Salt will refund the purchase price for unused data packets – but only on request. » This is the result of a survey by Swisscom, Sunrise, Salt and UPC, which was published today.

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“The telecom providers are kidding their customers,” criticizes telecom expert Jean-Claude Frick of the Comparis comparison service, which carried out the survey. For Frick, the behavior of the telecom providers is unacceptable: «Of course, the telecom providers also had to maintain their infrastructure during the lockdown. Nevertheless, it is shocking that the costs are passed on to customers in full, »he says.

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Swisscom: No general subscription reduction

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Platzhirsch Swisscom admittedly waives roaming costs of up to CHF 200, which are involuntarily stuck abroad. However, Swisscom does not offer a general subscription reduction or an extension of the roaming days for people in Switzerland. “With the new mobile subscriptions, customers can adjust the subscription at any time and switch within the offers,” it says on request.

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UPC: 30 days notice

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No reimbursements are planned at UPC either. Here too, apparently, the flexible adjustment options for subscriptions are invoked. Here it is actually possible to switch to a Swiss subscription without loss – but only with a 30-day notice. In other words: Here, too, customers have to take action themselves. Also unlucky are customers who bought roaming options separately for a trip. These are only valid for 30 days after activation.

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Sunrise: Change possible without loss

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Thanks to the “Freedom offer”, Sunrise can switch to the pure Swiss products “Swiss Start”, “Swiss Calls” or “Swiss Unlimited” at any time. It is not necessary to do without data volume or data speed. However, here too: Customers have to actively take care of a subscription adjustment.

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Salt: Refund on request

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Only Salt says at the request of Comparis: «During the exceptional phase that we have just experienced, we have adjusted our usual goodwill guidelines to the situation and the price plan of the customer concerned. For example, customers were reimbursed the purchase price for unused roaming data packets – but only on request. Switching to a cheaper price plan is only free of charge from three months before the end of the contract. Fees apply for an earlier change.

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Expert demands comprehensive reimbursement

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The fact that the roaming topic actually affects a lot of people and not just a few shows the decline in roaming usage in recent months. Both UPC and Sunrise speak of a significant drop in sales. And Salt is also anticipating “a certain decrease” in the coming months due to the remaining travel restrictions.

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For Comparis telecom expert Jean-Claude Frick, one thing is clear: “Providers would have to reimburse customers with roaming inclusive credit across the board, or transfer some of the days to the new year.” He does not accept the argument that the planned travel will be made up after the border is opened. «People have limited vacation days. It is foreseeable that many will spend their holidays in Germany this year due to the various restrictions and will therefore not be able to use the services paid for roaming. »

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