Measuring roaming experiences: how do travelers' mobile experiences compare to locals?

Roaming creates uneven network experience between locals and travelers

Roaming allows mobile devices to access network services outside their home network’s coverage area. However, a poor roaming experience — marked by choppy calls, slow data speeds, or unexpected bill shocks — can severely impact customer satisfaction, potentially leading to churn as customers switch to operators offering better roaming experiences. Effective roaming management is crucial for operators to optimize costs and enhance user experience. For example, over one-fifth (22%) of people in the U.K. have changed or plan to change their provider due to the reintroduction of roaming charges, highlighting the impact on customer loyalty. This underscores the need for MNOs to reconsider their roaming policies. 

Yet, addressing roaming charges alone is insufficient; ensuring a high-quality roaming experience is equally critical. In response, the European Commission and the Body of European Regulators for Electronic Communications (BEREC)are currently consulting on European Union international roaming regulations, with a particular focus on quality of service. 

Roamers spend less time connected to 5G

Using Opensignal data, we can compare the amount of time locals and international roamers spend on different network technologies across 20 cities.

Figure 1: The proportion of time spent by roamers and locals on different network technologies across 20 cities

The majority of our users, both locals and roamers, spend most of their time connected to 4G networks, with 85% of locals and 84% of roamers relying on this technology. However, our data suggests that roamers are often "steered away" from 5G, resulting in more time connected to 3G and 2G networks. Analysis across various cities reveals that, on average, roamers experience almost 60% less time using 5G connectivity than locals. 

This lower 5G availability is partly due to limited 5G coverage and commercial availability, but it is primarily linked to the nature of 5G non-standalone access (NSA), which is only activated during more demanding activities and thus observed less frequently. Additionally, the disparity in 5G access between roamers and locals is likely tied to roaming agreements —  many operators not yet finalizing and implementing 5G roaming agreements, which require different commercial frameworks compared to 4G roaming and involve additional technical challenges. These limitations significantly affect roamers' internet speed and overall mobile experience, particularly for data-intensive activities like video streaming and browsing.

In summary, roamers connect to 5G networks for, on average, one hour less per day and spend an additional hour on 3G and 2G compared to locals.  The data suggests that many operators may be moving roamers from 4G and 5G networks to 3G and 2G where those technologies are available, potentially to preserve RAN resources for their local subscribers. This behavior could explain why Opensignal users experience a noticeably larger gap in 4G and 5G connectivity when hosted by operators that still rely on 3G and 2G networks. 

Most current 5G deployments are based on NSA architecture, which leverages existing 4G core assets and utilizes well-established 4G roaming operations. However, the ongoing rollout of 5G Standalone access (SA) technology introduces significant technical, operational, and billing challenges for roaming, necessitating new infrastructure. According to Kaleido’s 5G Roaming MNO Survey Q1 2024, 72% of operators plan to launch 5G NSA roaming by the end of 2025, while 32% aim to introduce 5G SA roaming within the same timeframe.  As the transition to 5G SA continues, these challenges will need to be addressed to ensure a seamless and high-quality roaming experience for users.

Figure 2: Percentage of time roamers spend on 5G/4G compared to locals 

The percentage of time roamers spend on 2G/3G versus 4G and 5G networks, compared to local mobile users, varies significantly by city. Across cities in the Middle East and North Africa — Cairo, Doha, Dubai, Istanbul, and Mecca — we have observed that roamers experience significant reductions in 5G/4G connectivity and a corresponding sharp increase in 3G/2G usage.

While in cities like New York and Seoul, roamers spend considerably more time—up to 13 times more—connected to 2G and 3G networks compared to locals. In New York, for example, roamers spend, on average, four hours less on 5G per day, three hours and 20 minutes more on 4G, and 40 minutes more on 2G compared to local subscribers. Interestingly, that is driven by only one operator that often allocates roamers on 4G. Similarly, in Seoul,  roamers spend on average one hour per day connected to 5G, compared to the four hours of locals: of those three excess hours two are spent on 4G, while one on 3G and 2G. 

A tale of three cities - roaming experience in Los Angeles, Rio and Doha

We will now explore how the experiences of roamers and locals differ across various mobile network operators (MNOs) in three cities: Los Angeles (USA), Rio de Janeiro (Brazil), and Doha (Qatar). Each one of them offers unique environments that shape the mobile network experience. 

Los Angeles' dense urban infrastructure and advanced 5G deployment create a sophisticated setting but with challenges in coverage, especially in skyscrapers and subways. 

Figure 3: The percentage of time spent by roamers compared to locals on different network technologies in Los Angeles

T-Mobile was one of the first operators to deploy a 5G SA nationwide standalone 5G network in August 2020, significantly improving 5G Availability (the proportion of time 5G users spend on 5G networks). Despite having the highest 5G Availability in North America, visitors using T-Mobile are able to latch on to an active 5G signal in New York only 5% of the time, while in Los Angeles, this is 6.6%. Instead, these roamers experience a disproportionately high amount of time on 2G (included in Other technologies), partially because T-Mobile is the only operator in the USA still supporting 2G. Compared to T-Mobile's own users, as well as roamers on AT&T and Verizon, international roamers on T-Mobile's network spend significantly more time on 2G, averaging over two and a half hours connected to these networks.

Rio de Janeiro’s varied topography and socioeconomic diversity lead to uneven network experiences across different neighborhoods, while its status as a tourist hotspot adds complexity to how roamers and locals are prioritized.

Figure 4: The percentage of time spent by roamers compared to locals on different network technologies in Rio de Janeiro, Brazil

In Rio, Vivo and TIM have higher 5G usage among roamers than locals, contrary to trends in other cities. We have recently analyzed how 5G speeds and 5G Availability have improved in Brazil on the back of the recent 5G SA launch. Interestingly, all providers report slightly higher instances of locals experiencing no signal compared to roamers. This could be because roamers tend to be more affluent, using higher-tier devices, or because they are more likely to spend time in densely populated areas with better coverage.

Doha's rapid development and high proportion of roamers, especially as a transit hub, result in a distinct dynamic where the latest 5G technologies are deployed, but with unique cultural and regulatory influences.

Figure 5: The percentage of time spent by roamers compared to locals on different network technologies in Doha, Qatar

In Doha, there is a strong reliance on 4G among locals, but roamers spend significantly less time on 4G and are much more dependent on 3G and 2G networks. Roamers on Vodafone spend up to six and a half hours more on 3G and 2G, while those on Ooredoo spend up to three hours more compared to locals. To bridge this considerable gap in network access, roamers compensate by spending, on average, 72% of their time connected to Wi-Fi — 10% more than locals. This marks one of the highest differences in Wi-Fi usage among the cities we surveyed, underscoring the extent to which roamers rely on Wi-Fi to maintain connectivity in Doha. The increased use of Wi-Fi by roamers could be driven by high roaming fee costs, as most MNOs from outside the Gulf region categorize Qatar in a "rest of world" category, which typically has higher charges. Additionally, while most MNOs have 4G roaming agreements with Qatar, 5G agreements are still not widely in place, further limiting roamers' access to high-speed networks and pushing them to rely on Wi-Fi. 

11% of roamers remain “silent”

Additionally, a notable segment of travelers—10-20% was the range across cities—do not connect to mobile networks at all when abroad. These "silent roamers" deliberately avoid using cellular data, often due to high roaming charges or unreliable connectivity. This behavior is especially prevalent among users with older devices, where we’ve found that, on average, 52% of 3G and below devices remain “silent”. These older devices often struggle with compatibility issues and are prone to frequent disconnections, resulting in a subpar mobile experience.

Figure 6: Proportion of active versus silent roamers by device type

Interestingly, the usage patterns differ across device types. For instance, 5G devices spend the least time connected to Wi-Fi (55%), while 3G devices are mostly used while on Wi-Fi (87%). While most users with sub-4G capable devices never attach to a cellular network — 55% across the 20 cities analyzed — 11% of 4G and 6% of 5G capable devices also remain disconnected from mobile networks while roaming.

Western cities, such as New York, Los Angeles, and London, also show high active user rates across both 5G and 4G devices. In contrast, cities in the Middle East and Asia, like Doha and Seoul, exhibit a higher percentage of silent users constrained by older technologies, suggesting that visitors in these regions may rely more on older networks or Wi-Fi due to limited access to newer devices.

All users who spend time abroad without using mobile data represent an untapped mobile data monetization opportunity for operators. Users with older devices are often more cost-conscious and less willing to incur additional expenses for mobile data while traveling. Many silent roamers rely on Wi-Fi for essential communication, using VoIP services and messaging apps instead of traditional mobile networks.

Roamers learn to juggle their connection options

Our users adopt the following strategies to cope with constrained mobile network connectivity while roaming:

1. Switching from mobile to Wi-Fi: Most users spend a higher percentage of their time on Wi-Fi compared to local users. This shift is especially noticeable among those with sub-4G devices, some of whom switch off their mobile data entirely.

2. Changing networks: Up to 20% of roamers switch to different host networks to improve their connectivity experience.

3. Using local SIMs: A small but notable proportion of roamers opt to use local SIM cards in the cities where they are roaming, seeking better network performance and potentially lower costs.

Increased Wi-Fi usage among roamers

To mitigate high mobile data roaming costs, many travelers use Wi-Fi more frequently than locals. Research from Lyca Mobile showed that to avoid daily roaming fees, 63% of travelers use their phones through hotel Wi-Fi, 49% only use their phones when absolutely necessary, and 28% buy a roaming bolt-on before traveling.

Figure 7: Percentage of time locals versus roamers spent on mobile networks versus Wi-Fi

Our data reveals that roamers use Wi-Fi significantly more than locals—56.4% compared to 49.8%. In most cities, except for Buenos Aires, Mexico City, and Mecca, roamers spend an average of 6.6 percentage points more time connected to Wi-Fi networks than local users. This is an unexpected trend, as one might assume that local office workers who transition between home and office Wi-Fi throughout the day would have higher Wi-Fi usage. In contrast, tourists are often on the move, visiting multiple locations for the first time, and typically need to make a conscious effort to connect to available Wi-Fi networks. This behavior suggests that roamers may seek Wi-Fi connectivity more actively, perhaps due to concerns over mobile data costs or network reliability abroad.

Furthermore, Opensignal data shows a negative correlation between time spent on 4G and 5G networks and time spent on Wi-Fi among users with 4G and 5G capable devices. Specifically, for each additional minute spent on Wi-Fi, roamers spend 15 seconds less connected to 4G and 5G. Several factors might explain this trend, including cost concerns driving roamers to seek out Wi-Fi. Additionally, some users may be spending more time on Wi-Fi due to dissatisfaction with the performance or reliability of their host network. 

Over in the Philippines, Opensignal has recently analyzed the Wi-Fi connectivity habits of our users from 13 markets that account for most visitor arrivals, according to the country’s Department of Tourism statistics. Incoming international users spend more time on Wi-Fi in the Philippines than in their home countries. We spotted especially stark gaps in Southeast Asian markets like Thailand, Malaysia, and Indonesia, where there is a substantial percentage of mobile-only users who never or very rarely connect to Wi-Fi services at home. 

This is a different trend from what we previously observed in Europe, where our European users spend much less time on Wi-Fi in other European countries than at home. High domestic scores for Time on Wi-Fi are usually driven by users connecting to their home or work Wi-Fi on their mobile devices, often automatically. Lower scores for Time on Wi-Fi while roaming show that European users do not mind using their mobile plans when traveling in Europe and do not actively seek Wi-Fi connectivity. This is due to European Union-mandated “roam like at home” rules that ​​allow EU customers to use their voice and data allowance from their home mobile plans while roaming around Europe with no extra charges. 

Looking ahead - impact of eSIM on operators switching

Our data shows that 2.5% of roamers opted to use local SIMs while abroad, with some of them via eSIM technology. Interestingly, adopting local SIMs does not significantly alter the amount of time these roamers spend on 4G and 5G networks. However, it does enable “silent roamers” and users previously lacking LTE and 5G access to connect to these networks. This suggests that the primary motivation for switching to a local SIM is the relatively lower cost of mobile data.

eSIM technology offers added flexibility for users who need to switch between multiple networks on a single device, making it ideal for those managing separate work and personal lines or frequent travelers. For example, Singapore's StarHub provides eSIMs for customers purchasing a Star Plan, including tourists looking for a local roaming line. According to Juniper Research, the number of travel eSIM users is expected to increase by 440% over the next five years, reaching 215 million by 2028, up from 40 million in 2024, driven by rapid adoption in North America of eSIM-enabled smartphones and digital-first plans. 

Moreover, Opensignal data shows a significantly greater share of users switching operator SIM cards when they are using a device that has an active eSIM. In the U.S., 3.1% of all users switched operators during Q1 2023, which rose to 15.9% among active eSIM users. In Singapore, the switch rate was 18.3% overall, jumping to 70.6% among active eSIM users. These switchers include both permanent transitions and frequent swapping between operators, which is more common with eSIM-activated devices.

Conclusion

Our analysis underscores the need for mobile operators to address the unique challenges roamers face. Instead of zeroing in only on price, operators should focus on ensuring a good quality of experience for their customers wherever they go. 

Opensignal’s Roaming Insights provides MNOs with the ability to understand the quality of their customers' roaming experiences, enhance roaming quality and negotiate with partners to ensure that travelers enjoy seamless and reliable mobile connectivity wherever they go. 

Opensignal’s Roaming Insights: Opensignal’s comprehensive crowdsourced data feed provides clients with detailed information on international roaming that provide unique insights and benefits:

• Track and monitor service level agreements with partners
• See the proportion of subscribers roaming on different visited networks
• Understand your competitors roaming arrangements and performance
• Compare visited performance with native performance
• View changes in subscriber experience over time

If you’d like to discuss how our capabilities can assist you, you can meet us in person at the WAS20 event. To schedule a meeting, please contact us.

For more detailed insights, refer to our previous studies on roaming experiences in specific regions: International roamers prefer to stay on Wi-Fi when traveling to the Philippines, Analyzing the Roaming Experience of Singapore Users in Malaysia, Swiss Mobile Roaming Experience, and Malaysians' Roaming Experience in Singapore.

Methodology note

Opensignal's availability metrics are designed to provide a user-centric view of network access, focusing on the proportion of time users have a network connection in the places they most frequently visit, rather than the geographical extent of a network. Unlike traditional coverage metrics that might indicate whether you can get a signal in remote or sparsely populated areas, Opensignal's approach offers a more accurate reflection of the real user experience by considering when users are connected, not just where.

The report leverages Opensignal's Availability as an indicator of the time users spend connected by network access technology (mobile vs. Wi-Fi) and network generation (2G, 3G, 4G, and 5G). This time-based approach complements the geographical-based methodology used in reach metrics, offering a comprehensive view of connectivity from the user's perspective.

Moreover, Opensignal also tracks instances where users experience the most frustration: dead zones with no signal at all. These dead zones are most commonly found indoors, where users spend the majority of their time, making Opensignal particularly effective at detecting areas with zero signal.

Specific metrics, such as 4G Availability, reflect the proportion of time Opensignal users with a 4G device and subscription had a 4G connection, excluding those who have connected to 5G. Similarly, 5G Availability indicates the proportion of time users with a 5G device and subscription had an active 5G connection, providing insight into the actual experience of 5G users

Time on Wi-Fi

Opensignal apps  measure the time that a user  is connected to a Wi-Fi access point, while still measuring the time connected to the mobile network. Hence, Opensignal is able to calculate the amount of time that any device was connected to a Wi-FI network, in parallel to the available mobile network generation, with the same methodology deployed for mobile availability.