A Shetland resident has been left facing an unexpected mobile phone bill exceeding £140 after her daughter used data on a domestic ferry service within Scottish waters.
Domestic Journey, International Charges
Joanne Williams, 45, discovered her iD Mobile bill had soared following a journey her teenage daughter took on the NorthLink ferry between Shetland and Aberdeen. The ferry, a vital lifeline service, operates entirely within UK territory.
Ms Williams expressed her confusion and frustration, stating: "It's not international waters, it's UK territory. Shetland is part of the United Kingdom, it's not separate. We shouldn't be charged for that." She emphasised that the ferry is public transport for the islands.
Mobile Firm and MP Demand Action
In response, iD Mobile advised customers travelling by ferry to switch their phones to aeroplane mode to avoid charges, noting that spending caps could also be set. The company explained that ships often use satellite networks instead of land-based masts, which are not covered by standard roaming plans.
However, Alistair Carmichael, the MP for Orkney and Shetland, has written to the communications regulator Ofcom demanding answers. He called the situation "utterly bizarre" and argued for a proper solution beyond just telling passengers to turn off their data.
"This is a lifeline ferry service going from one UK port to another, entirely within UK waters," Mr Carmichael said. "It is surely not unreasonable that passengers would expect their mobile charges to work as normal."
Partial Refund and Industry-Wide Issue
Following the dispute, iD Mobile refunded £100 of the bill as a "gesture of good will." Despite this, Ms Williams remains out of pocket. She has now implemented spending caps but said she never considered needing such measures for a journey within the same country.
"Obviously if I went to Morocco or Spain I would think about it," she said. "But going to Aberdeen isn't another country. We're all in the same country." She warned that other ferry passengers, both tourists and locals, could be similarly affected.
An Ofcom spokesman confirmed that charges can differ on ferries or cruises, as phones at sea may connect to a ship's satellite system instead of UK networks. This practice is common across the mobile industry.
