The objective of the EU directive has been to ensure that you can travel within the EU and use data and voice services without receiving large bills when you return home.
FAQ EU-roaming
Questions and answers
Belgium, Bulgaria, Cyprus, Estonia, Finland, France, Guernsey, Greece, the Netherlands, Ireland, Iceland, Isle of Man, Italy, Jersey, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Norway, Poland, Portugal, Romania, Switzerland, Slovakia, Slovenia, Spain, the United Kingdom, Sweden, the Czech Republic, Germany, Hungary, and Austria.
As a user, you should be able to use your mobile plan within the EU in the same way as you do in Denmark, adjusted for fair use of data. A side effect of the regulation is that it is now possible to purchase mobile plans without roaming, which only work within Denmark.
Roaming is a general term that refers to the ability for a mobile customer to automatically make and receive voice calls, send and receive SMS and MMS, and use data when traveling outside their home geographic coverage area.
With a Denmark-only mobile plan, roaming is not available. This means that outside Denmark, it will not be possible to make or receive calls, send SMS or MMS, or use mobile data. However, it is still possible to call 112 (emergency services).
To prevent misuse, a fair use policy has been introduced. The regulation allows EU citizens to use their mobile phones within the EU without additional charges. However, a fair use limit has been implemented to prevent abuse and avoid creating extra costs for mobile operators.
Yes, you can upgrade to a larger EU mobile plan that includes a higher fair use data allowance in the EU, or your company can choose “Top-up.” However, this must be arranged before you travel and before the start of the month, and it can only be ordered through your company’s telephony administrator.
When you have used 80% of your fair use data limit in the EU or 80% of your total data allowance, you will receive an SMS informing you that you have reached 80%.
If your company has opted out of “Top-up,” your ability to use data will stop once you reach 100%, unless you still have available data within Denmark. In that case, according to EU regulations, we are not allowed to block your data usage, so it will continue abroad on a pay-as-you-go basis and be charged on your next invoice.
If your company has enabled “Top-up,” you will be notified when you begin using data from the additional package. With this option, it is possible to top up up to 4 times, meaning you can use up to 5 times your original data allowance, depending on your company’s setup.
No, even though we aim to inform you about your usage via SMS as described above, technical or other factors may prevent these messages from being delivered. It remains the responsibility of the employee to use data in accordance with the company’s policies. Legally, we as a telecom provider cannot be held responsible for undelivered SMS notifications.
Calls made within the EU (outside Denmark) are charged the same as if you had made the call within Denmark.
You do not pay to receive calls within the EU. However, you will still be charged for receiving calls when roaming outside the EU.
Contact your company’s telephony administrator before you travel and before the start of the month. Your administrator will then contact Dstny customer service to change your mobile plan. It is not possible to change a mobile plan once the user has already left Denmark.
Yes, you can. However, it is important to note that with a domestic-only mobile plan, you will not be able to make calls or use data abroad under any circumstances.
Yes, SMS and MMS are included in the EU if they are part of your mobile plan.
You need to contact the administrator of your company’s Dstny agreement, who will then reach out to Dstny. Please note that this must be done before you travel and before the start of the month.
No, roaming refers to calls made while you are abroad, either from abroad to Denmark or within the EU (EU to EU). Calling from Denmark to another country (whether within the EU or elsewhere) is considered an international call and is charged according to the applicable price list.
This is most likely because your previous mobile plan had roaming blocked, as your company may have decided earlier that roaming should not be allowed.
Unfortunately, the technical systems only allow either full roaming access worldwide or no roaming at all. It is not possible to enable roaming only for specific regions or country zones.
Therefore, we require active approval from your company’s telephony administrator to enable roaming on your mobile plan. Once enabled, you will be able to use roaming (voice and data) within the EU+ area and the rest of the world.
If you wish to use roaming, you must obtain approval and ask your company’s telephony administrator to request activation of roaming for your mobile plan by contacting kundeservice@dstny.dk.