FAQ – EU roaming and mobile use in EU+

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Why has the EU introduced roaming rules?

The EU has introduced roaming rules to make it safer to use your mobile in the EU/EEA, so you can travel and use calls, SMS and data without the risk of large unexpected bills.

Which countries are covered by the EU's roaming rules?

You can find the current overview of included countries here:
https://dstny.dk/produkter/mobil-abonnementer

What does roaming mean?

Roaming means you can use your mobile abroad to make calls, send messages and use data via a foreign mobile network. If the company has chosen to block roaming on the subscription, you generally cannot use your mobile abroad – except for emergency calls to 112.

What is a fair use limit?

To prevent abuse, fair use rules have been introduced. The rules enable EU citizens to use their mobile phones in the EU+ without additional costs. The fair use rules are designed to ensure that roaming is used in a reasonable manner and not as permanent mobile use abroad, while also preventing abuse so that extra costs do not arise for mobile operators.

Can I purchase extra data if I exceed my fair use limit?

Yes, you can add a larger EU mobile package with a higher fair use data allowance, or the company can add a top-up option to your subscription. This must however be ordered before departure and before the start of the month, and can only be done through the company's telephony administrator.

What happens when the data in my mobile package is used up?

When you have used 80% of your EU+ fair use data limit, you will receive an SMS with information about your usage.

When you reach 100%, you will receive another SMS. If the company has not enabled top-up on your subscription, your ability to use data will then cease.

If the company has enabled top-up, the subscription will automatically be topped up with an equivalent amount of data. You will also receive an SMS when you start using data from the topped-up package.
It is possible to top up up to 4 times per month. This means that you can use a total of up to 5 times the data cap in your mobile package.

If your subscription has more than 50 GB of data available in Denmark, EU legislation prohibits blocking data usage in EU+ when the fair use limit is reached. Instead, subsequent data usage will be charged at the applicable rates.

If I have not received ongoing notification of my usage and excess usage, am I exempt from paying for excess charges beyond my mobile package?

No, although we notify you of your usage via SMS as described above, technical circumstances may mean that messages do not always get through. It therefore remains the employee's responsibility to use data in accordance with the company's rules and the chosen mobile package. Legally, as a telecoms provider we cannot be held liable for failure to receive SMS messages.

How are calls made in EU+ charged?

Calls made in the EU are generally charged in the same way as if the call had been made in Denmark.

How are calls received in EU+ charged?

You do not pay to receive calls in EU+. However, you still pay to receive calls when roaming outside EU+.

How do I order an EU+ mobile package with more data?

You do this by contacting the company's telephony administrator before you travel and before the start of the month. The telephony administrator then contacts Dstny's customer service to change your mobile package. The mobile package cannot be changed once you have left Denmark.

Are SMS/MMS free in EU+ if you have unlimited SMS/MMS?

Yes, SMS and MMS are included in the EU if they are part of your mobile package.