1.

What is Prepaid Roaming?

2.

Can I use Prepaid Roaming when I am in Singapore?

3.

Does Prepaid Roaming support data services?

4.

How do I use Prepaid Roaming?

5.

In the number dialled above, do I have to add in the IDD access code or the [+] sign?

6.

Can I call any telephone number in Singapore, including residential, SingTel Mobile, M1 and StarHub numbers using Pre-paid Roaming?

7.

Besides calling back Singapore, can I make calls to other destinations using Prepaid Roaming when I am roaming?

8.

Can I use Prepaid Roaming wherever I am roaming?

9.

What are the advantages of using Prepaid Roaming?

10. 

What charges do I pay for my call?

11.

When does the charging for the call commence?

12.  

After dialing the code for Prepaid Roaming and sending, do I have to hang up the phone?

13.       

When the system calls me back after I dial the code, do I have to pick up the phone?

14.

How do I know whether the system has recognized my code to call another party?

15. 

Are there any subscription charges for Prepaid Roaming?

16.

Will I be charged extra for using the special code *131* to initiate the call?

What happens if I am not able to take the call from the system?  

21. 

What happens if the called party's phone is engaged?  

22.

Can I receive calls when I am roaming?

23.

Will I be able to send and receive SMS when I am roaming?

How do I check my card balance when I am overseas?

34.

How do I top-up when I am overseas?

35.

Can I make IDD to calls Singapore or other countries?

36.

I am an ICC card subscriber. Can I use my ICC card to call Singapore?  

37.

Is there a minimum balance I need to maintain?

38.

Do all handphones support Prepaid Roaming?

39.

If, in a certain country, a particular operator does not support the code, can I then use Prepaid Roaming by roaming with another operator in the same country?

40.

Will I be able to use the Prepaid Roaming service immediately after I have registered?

41.

What are the Value-added Services I can enjoy while roaming?

42.

Can I see Caller-ID or set Call Forward while roaming?

43.

Can anyone deposit voicemail in my voicemail box while I'm roaming?

44.

Can I retrieve my voicemail while roaming?

45.

Since Call Forwarding to my Voicemail is disabled when I go roaming, do I have to set Call Forwarding again when I am back in Singapore?

46.

Is there a customer service hotline to call when I am roaming?

47.

Can I request for the call instructions before I leave Singapore?

1.

What is Pre-Paid Roaming?

Prepaid Roaming is a new value-added service provisioned for SingTel Mobile hi!Card and hello!Mobile customers to send or receive SMS and to receive calls or to call Singapore/ other countries using their mobile phones while overseas. It is easy to use and it promises great benefits to all prepaid customers.
 
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2.

Can I use Prepaid Roaming when I am in Singapore?

No. This Prepaid Roaming service is only available when you are roaming overseas. 

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3.

Does Prepaid Roaming support data services?

No, it is currently meant for voice calls and SMS only.

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4.

How do I use Pre-paid Roaming?

Prepaid Roaming is a call-back service.
When you are roaming, just follow the steps as follows:

• Dial *131*, followed by the (country code) e.g. 65 for Singapore and the telephone number of person you wish to contact,
• Followed by the # key.
• For example, should you wish to call the number 61234567 in Singapore, just dial the following sequence: *131*6561234567#

This message will be routed back to SingTel, and we will call you back within 10 seconds. Once you answer the call, you will be automatically connected to the party in Singapore you wish to talk to, and you will be able to hear the progress of the call (ringing tone). Should the party be unavailable, your call will be disconnected after a maximum of 5 rings.

Please note that the availability of the Prepaid Roaming service is dependent on the Foreign Network, their Coverage and the Handset used.

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In the number dialled above, do I have to add in the IDD access code or the [+] sign?

No. The code for Prepaid Roaming need not contain any IDD access code or the [+] sign.

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One mobile number whether you are in Singapore or Overseas. There is no need to purchase a separate SIM card.

Conveniently accessible from most of SingTel Mobile's roaming destinations.

There are no additional registration or subscription charges!  

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10. 

What charges do I pay for my call?

When you use Prepaid Roaming, you will pay the listed rates depending on which country you are roaming in.  In addition, there will be a $0.50 call set-up charge for each successful call initiated by you.  

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11. 

When does the charging for the call commence?

The call charging commences only when the called party picks up the call.

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12.  

After dialling the code for Pre-paid Roaming and sending, do I have to hang up the phone?

No. Once you send the call initiation string of the *131* code, your phone will automatically return to ready mode so that you can make or receive calls as per normal. You do not have to hang up the phone.  

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Yes. The call will be connected to the number you wish to call only after you pick up the phone.  

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14.

How do I know whether the system has recognized my code to call another party?

After you send the code for Prepaid Roaming, you will receive a message on your phone that says [Thank you - Please wait while we connect your call]. After which, the system will call you back.  

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15. 

Are there any subscription charges for Pre-paid Roaming?

No. There is no subscription charge for Prepaid Roaming.  

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16.

Will I be charged extra for using the special code *131* to initiate the call?

No. The usage of the *131* code is free of charge. You only pay for successful calls made or received. 

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17. 

If the person I am calling does not pick up the phone, will the call be automatically disconnected?

Yes. The call will be terminated if the person you are calling does not pick up after a maximum of 5 rings.  

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18.

If the person I am calling does not pick up his phone within 5 rings, will I be charged for that duration?

No.  

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19. 

How long does it take for the system to call me back when I use Pre-paid Roaming to initiate the call?

Typically, it would take about 10 seconds.  

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20. 

What happens if I am not able to take the call from the system?

If your phone is busy or out of coverage when the system calls you back, your call will be unsuccessful. In this case, the system will send you an SMS notifying you that your call was unsuccessful:

             "System was unable to reach you, call was unsuccessful to xxxxxxx.."

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21. 

What happens if the called party's phone is engaged?

You will hear the engaged tone, and then the call is dropped. To re-dial, simply key *131# and press SEND.

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Can I receive calls when I am roaming?

Yes. You can receive calls on your mobile phone as per normal. 

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Yes. You can send and receive SMS on your mobile phone as per normal.

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Note: Charges for sending a SMS to your friend in Singapore and to your overseas friend (who subscribed to overseas operator) are the same.

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31.

Using Pre-paid Roaming, can I call a SingTel Mobile/M1/StarHub mobile customer who is also roaming?

Yes.    

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32.

How do I check my card balance when I am overseas?

Just dial the code *133# and wait.  You will get a return message, e.g. "Remaining balance $xx, Expiry date: dd/mm/yy"

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33.

No, it is part of the roaming service provided to all SingTel Mobile prepaid subscribers.  

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To top up your hi!Card/hello!Mobile Card while overseas, first purchase a Top-Up Card before leaving Singapore. Then top up as per method below:

Dial   <10-digit top-up card number><6-digit pin no.> .

Please note: 
1) Upon successful completion, you will receive the message "Top up value: $X, New balance : $X, Expiry date dd/mm/yy"
2) This top-up service is not chargeable.
3) Each time your hi!Card/hello!Mobile Card is being topped up, the expiry date of the card will be extended by another 180 days from the date of top up.

Via Roaming Virtual Top-up:
You can now send a FREE pre-set SMS to inform your friend or family member in Singapore to top up your hi!Card/hello!Mobile Card on your behalf when you are roaming overseas.  With Roaming Virtual Top-up service, you don't have to carry extra top-up cards with you any more!

To use Roaming Virtual Top-up when roaming overseas:

Dial  <65>

Example:
If you are sending a Roaming Virtual Top-up SMS to mobile no. 91111111,  
Dial

The recipient will then receive the following message:
"Hi, I am overseas now & my hi!Card balance is low.  Please help me top up $15 to my hi!Card 91234567 by calling 1900-9141488 on your home line.  Thank you."

Upon successful top-up, you will receive the following message:
"Your balance has been topped up.  New balance $X, Expiry date dd/mm/yy.  Thank you."

Please note:
1)	This service can be used only when hi!Card/hello!Mobile Card customers are roaming overseas.
2)	You can send a Roaming Virtual Top-up SMS to any SingTel Mobile, SingTel Fixed Line SMS, M1 or StarHub customer.
3)	Your friend or family member can choose to top up your hi!Card/hello!Mobile Card via: i) 1900-914 1488 on their home line ii) SAM machines located at SingPost outlets iii) DBS/POSB ATMs iv) *1355 on their pod/SingTel Mobile line v) Internet           (Note: You must have an Internet Banking account with DBS, UOB or                   Citibank. Visit www.vpost.com.sg to activate)
4)	This service is free of charge.
5)	Limited to 3 Roaming Virtual Top-up requests per day.
6)	Each time your hi!Card/hello!Mobile Card is topped up, the expiry date of the card will be extended by another 180 days from the date of top up. For more details on Roaming Virtual Top-up, please click here.

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35.

Can I make IDD calls to Singapore or other countries?

No.  All outgoing calls are barred. Calls to Singapore or other countries can only be made by keying in the *131* code.  

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36.

I am an ICC card subscriber. Can I use my ICC card to call Singapore?

No.  All outgoing calls are barred.  

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37.

Is there a minimum balance I need to maintain?

Yes.  You need to maintain a minimum balance of $8* in order to use Prepaid Roaming service while overseas.  This is to ensure that your call will not suddenly terminate due to low balance.  For example, if you have a card balance of $15 and made a call, this call can last as long as your card balance is sufficient for the per minute charge of the zone you are roaming in.  At the end of your call, if the remaining card balance is $4, you will need to top-up before you can make another call.  

* This applies to both voice calls and SMS.

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38.

Do all handphones support Pre-paid Roaming?

Handsets, which are Phase 2 compliant, can support Prepaid Roaming. Please refer to http://home.singtel.com/upload_hub/consumer/list_handsets.htm for the list of handsets.  

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39.

Yes. This is provided that SingTel Mobile has a roaming arrangement with the other operator as well, and this operator must also support Prepaid Roaming. Please refer to  http://home.singtel.com/consumer/products/mobile/globaldial/globaldial_list.asp for the list of operators that support Prepaid Roaming.

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40.

Will I be able to use the Pre-Paid Roaming service immediately after I have registered?

No, you will need to top-up your hi!Card/helo!Mobile Card first as they have zero value. You may purchase a top-up card upon the registration of your hi!Card/hello!Mobile Card.  

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41.

What are the Value-added Services I can enjoy while roaming?

You can use Call Waiting, Call Hold and receive SMS.  

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42.

Can I see Caller-ID or set Call Forward while roaming?

No.  These services are disabled while roaming.  

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43.

Can anyone deposit voicemail in my voicemail box while I'm roaming?

No, once you log onto to the overseas network, your Call Forwarding services will be disabled.  As such, no messages can be deposited into your voicemail box.

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44.

Can I retrieve my voicemail while roaming?

Yes, you can retrieve old voicemails (deposited before you logged onto the overseas network) while you roam.  Just dial *131*65 1344# and wait for the system to call you back.  Note that you must first pre-activate the voicemail function before leaving Singapore.

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45.

Since Call Forwarding to my Voicemail is disabled when I go roaming, do I have to set Call Forwarding again when I am back in Singapore?

There is no need to do so as your setting for Call Forwarding will remain as it was before you went roaming.  

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46.

Is there a customer service hotline to call when I am roaming?

Yes, you can call our 24-hour hotline at *131*6567380123# or *131*6564822800# during office hours for assistance.  Please note that you will have to pay for these calls.

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Yes, while in Singapore, key *1344 to download roaming call instructions via SMS. This will allow you to quickly recall how to make a call back to Singapore while overseas. For more information, click here.

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To re-dial any of your last few called numbers, simply key:

*131*0#

and then press SEND.  For more information, please click here to go to the User Guide.  Please note that the support of this service is dependent on overseas operators.  Please click here to see the list of overseas operators that support this service.

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• Hassle-free re-dialling
• Conveniently accessible from most of SingTel Mobile's roaming destinations
• No subscription fee or additional charges. 
• Easy to remember: *131# to re-dial the last number or *131*0# to re-dial any of your last few called numbers.

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