Roaming data charges can lead to bill shock – the shock of enormous and unexpected bills. One sensible counter-measure to bill shock is to warn customers as their bill goes up and up, by sending them a preemptive text message, and encouraging the customer to switch off data roaming if they want to manage their bill. UK mobile operator O2 does just this, which is admirable. But a glitch meant O2 started warning customers about big bills, even when they had switched off data roaming, causing bill shock when none was needed. You can read the BBC’s version of the story here.
About the Author
Eric is a recognized expert on communications risk and assurance. He was Director of Risk Management for Qatar Telecom and has worked with Cable & Wireless, T‑Mobile, Sky, Worldcom and others. Eric was lead author of Revenue Assurance: Expert Opinions for Communications Providers, published by CRC Press. He was a founding member of Qatar's National Committee for Internet Safety and the first leader of the TM Forum's Enterprise Risk Management team. Eric currently sits on the committee of the Risk & Assurance Group, and is an editorial advisor to Black Swan. He is a qualified chartered accountant, with degrees in information systems, and in mathematics and philosophy. Commsrisk is edited by Eric. Look here for more about Eric's history as editor.