Fair Use and Home From Home
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b) usage of the Tesco Mobile network
and/or 4G/5G service for commercial
purposes;
c) usage we reasonably believe adversely
impacts the service of other
customers or may adversely affect the
Tesco Mobile network and/or the
4G/5G service;
d) usage we reasonably believe
excessively or continually exceeds any
upper limit which is imposed from
time to time;
e) sending of high volumes of SMS
messages or sending SMS messages to
unusually large numbers of recipients
or distribution groups or sending any
automated or unsolicited SMS
messages including spam text
messages;
f) for call forwarding services,
concurrent calling, paging services,
onward calling services, contacting
numbers that pay a revenue share, or
reselling of the Services in any way;
g) using gateway devices or SIM boxes to
send automated messages or make
automated calls;
h) fraudulent use in connection with a
criminal offence in breach of any law
or statutory duty to make a call or
send a message or take photos or
videos to send, upload, download, use
or re-use any material which is
offensive, abusive, indecent,
defamatory, obscene or menacing, a
nuisance (including to our staff), or a
hoax in breach of any rights of
anyone’s privacy, or is otherwise
unlawful;
This policy applies to travel in the Home From
Home (“HFH”) Destinations and each of
the Tesco Mobile Service Terms, the Tesco
Mobile Pay
1. Fair Usage Policy
1.1 This fair usage policy applies to all new
and existing Tesco Mobile customers
and provides certain obligations
requiring your use of the Pay Monthly
and Pay as You Go services and all SIM
cards on the Tesco Mobile network
(the “Services”) to be for private,
personal, and legitimate purposes
only.
1.2 Overuse of the Tesco Mobile network
slows things down for everyone. We
therefore reserve the right to monitor
your usage of the Services and, if we
reasonably determine that your use is
abusive or in breach of this fair usage
policy, we may do any or all of the
following:
a) request you to moderate your use;
b) impose further charges in respect of
your atypical or abusive use; or
c) suspend or withdraw your access to
the Services or any aspect of the
Services including disconnecting your
SIM card or your tariff at any time,
having attempted to contact you first.
1.3 Usage which may be considered
abusive and therefore a breach of this
fair usage policy includes, but is not
limited to, usage of the Services by
you or any third party permitted by
you:
a) in a manner that is inconsistent with
reasonable customer behaviour;
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Fair Use and Home From Home
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Destinations, calls and texts to standard UK
landlines, UK mobile numbers, standard
HFH landlines, standard HFH mobiles, as
well as data usage (together, “HFH Usage”),
will be charged as if you were in the UK (e.g.
taken from your bundle allowance, if you
have one). Non-standard or premium
service numbers are expressly excluded.
2.3 HFH Usage in a manner that is inconsistent
with reasonable customer behaviour or
inconsistent with the principles set out
below may be considered an unfair use of
our services and a breach of our fair usage
policy. A breach may result in the
immediate suspension of the services, an
application of a surcharge (after we notify
you and give you two weeks to fix the
breach if you are in one of our EU
destinations). There is no surcharge for
minutes or SMS messages but there is a
surcharge for data at 0.35p/MB. Applicable
charges which may be levied can be found
on our list of charges.
2.4 HFH Usage shall be limited to periodic
travelling and to usage that follows
reasonable consumer holiday and travel
patterns. It is available for customers who
are normally resident in the UK. We will
monitor your HFH Usage and location over
a rolling 4 month period. Where you are
found to be in one our HFH destinations
and HFH Usage exceeds 2 months during
this monitoring period (in comparison to
being in the UK or elsewhere), you will have
exceeded our fair usage policy. You will be
informed that you have exceeded the fair
usage policy by text message and from the
receipt of this message, you will have two
weeks to reduce your HFH Usage. If after 2
weeks your HFH Usage has not been
reduced then we will apply a data
surcharge for continued HFH Usage of
0.35p/MB. When your HFH Usage pattern
changes to under 2 months in a rolling 4
month period, we will remove the
surcharge. You will receive a message from
i) if you are abusive, make threats,
repeatedly cause a nuisance or
annoyance or otherwise act illegally
towards our staff or property, or that
of our agents;
j) usage in a way which deliberately
games or exploits to your advantage
the design of our billing or call record
systems; or
k) usage within Home From Home
destinations in breach of the
provisions below.
1.4 These Terms and Conditions govern
your use of the Tesco Mobile Site and
all services provided in connection
with these.
2. Home From Home:
Destinations and Fair Usage
Policy
2.1 In addition to the above fair usage policy,
the below terms also apply to Services used
when traveling in the Home From Home
(“HFH”) Destinations The following EU and
additional destinations (additional
destinations being subject to change)
comprise the HFH destinations:
a) Austria, Azores, Belgium, Bulgaria, Canary
Islands, Croatia, Republic of Cyprus, Czech
Rep, Denmark, Estonia, Finland, France,
French Guyana, Germany, Gibraltar,
Greece, Guadeloupe, Guernsey, Hungary,
Iceland, Ireland, Isle of Man, Jersey, Italy,
Latvia, Liechtenstein, Lithuania,
Luxembourg, Madeira, Malta, Martinique,
Mayotte, Monaco, Netherlands, Norway,
Poland, Portugal, Reunion, Romania, San
Marino, Slovakia, Slovenia, Spain, St. Martin,
St. Barts, Sweden, Switzerland, Vatican
City.
2.2 When travelling in any of the HFH
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us to let you know when surcharges are
being applied and removed.
2.5 Where we establish, with objective and
substantiated evidence, that a number of
SIM cards have been the object of
organised resale to persons not effectively
residing in or having stable links entailing
frequent and substantial presence in the
United Kingdom in order to enable
consumption of regulated retail roaming
services provided at the applicable
domestic retail price other than for the
purpose of periodic travel, Tesco Mobile
shall take immediate proportionate
measures in order to ensure compliance
with all conditions of the underlying
contract.
Should you have a complaint, please refer
to our complaints procedure for further
information.
Last Updated: July 2020
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