Customer Information
Services

Mobile Extra Services
International Roaming

Introducing International Roaming
Features and Benefits
Activating this Service
Using this Service
Costs of Using this Service
How does charging work?
Frequently Asked Questions


Introducing International Roaming 

International Roaming allows you to use selected services while overseas with your mobile phone using your existing mobile phone number. The services available are dependant on the country you are roaming in.



Features and Benefits 

Make and receive calls using your existing mobile phone number while you travel internationally. Your friends and family can contact you as easily as if you were in Australia!

  • Enjoy using your mobile phone in over 90 countries, with over 200 different networks worldwide!
  • Avoid being charged high rates for using hotel phones.
  • Reduce your risk of being stranded in unknown territory.
  • Using your International Roaming service is easy and provides peace of mind.
  • Have your phone calls charged to you in Australian dollars.
  • You can continue to use SMS, Fax, Paging and Voicemail services on networks where they are supported.


Activating this Service 

Please contact us one week before going overseas so we can activate International Roaming on your mobile service.

This service is available on pre-paid. International Roaming is activated by default on pre-paid services.



Using this Service 

This is a general guide to International Roaming. Some mobile phone functions and capabilities will vary depending on the network(s) available. Please consult your mobile phone user manual for instructions on how to use specific functions, such as manually selecting networks.


Selecting an Overseas Network (Carrier)  

When Internationally Roaming, the mobile phone needs to select an overseas network to become active. Like Australia, some countries have several competing networks you can choose between.

  • Most mobile phones by default will automatically select the network with the strongest signal.
  • Alternatively, the mobile phone can be set to ‘manual network select’ so you can select a network manually each time you turn on your mobile phone. This allows you to select the network with the best call rates, coverage or features. Please consult your mobile phone manual for specific instructions.

Calling an International Roaming customer from Australia  

How your friends and family in Australia can call you when you are overseas.

  • There is no need to enter international access codes; they can call your mobile phone number as usual!

Calling an Australian roaming customer from overseas  

How people outside of Australia can call you when you’re overseas.

  • They dial your mobile number as they would to call Australia, including the Australian international access code +61 minus the preceding 0 of the mobile number.
    • For example: Instead of dialling 0400000000, they would dial +61400000000.

Making a call from one roaming customer to another roaming customer  

How to call someone who is also on International Roaming either in the same country as you, or elsewhere.

  • Dial the mobile number as you would to call Australia, including the Australian international access code +61 minus the first 0 of the mobile number.

Making local calls while roaming  

How to make calls within the country you are currently in.

  • Dial the number as you would normally within that country using the relevant area code.

Making international calls while roaming  

How to call friends and family in Australia or in other countries.

  • Dial the international access prefix (+), the country code (of the country you wish to call – e.g. Australia is 61), area code (minus the first 0, e.g. 8 for Western Australia) and then the number.

Receiving calls  

To be contacted while roaming, just answer your mobile phone when it rings!


Accessing Voicemail from overseas  

To access your Voicemail while roaming you will need your Voicemail PIN code and your mobile phone number.

  • Dial + 61411000321 from your mobile phone or a fixed line phone.
  • At the prompt enter your mobile phone number followed immediately by the # button.
  • When prompted enter your PIN followed by the # button (your PIN is set to the last 4 digits of your mobile phone number until you change it).
  • Follow the recorded tutorial to retrieve your voicemail messages.

Message Waiting Indicator (MWI) and International Roaming  

The Message Waiting Indicator is an SMS message delivered to your mobile phone alerting you that a new Voicemail message has been left for you. Most mobile phones show this as an envelope icon that appears at the top of your mobile phone’s screen.

  • MWI is a network dependent function and does not work in every country.
  • MWI sometimes fails when Internationally Roaming unless an unconditional diversion (all calls) is set. See our Diversion factsheet for further details.

Receiving SurePage messages whilst International Roaming  

SurePage is a network dependent function and does not work in every country.

  • Please note that an unconditional diversion must be set to receive SurePage messages. For instructions on how to do this please see our Diversion factsheet or contact us for assistance.

Receiving SureFax whilst International Roaming  

To access your SureFax service while roaming you will need your Voicemail PIN code, your mobile phone number and the receiving fax phone number.

  • SureFaxes are sent to your fax number as normal.
  • To retrieve a SureFax, you simply dial the Voicemail box in Australia +61411000321 from your mobile phone and then redirect the fax to the chosen destination number.

Digital Fax and Data whilst International Roaming  

Information on the availability of these services whilst overseas is not available at this time. We recommend contacting the overseas carrier once you reach your destination for more detailed information.


International Roaming on Planes  

International Roaming on Planes allows you to use mobile services on selected flights while roaming. The type and availability of the services that can be used will be determined by each individual Airline. Please check availability and terms of use with the Airline before using your Soul Mobile.

  • All handsets purchased through Soul will be compatible with this service.
  • Your phone will display the network as "AeroMob", "AeroMobile" or "904 14".


Costs of Using this Service 

We recommend you view all relevant Soul International Roaming rates before activating the International Roaming service. All call rates shown are subject to change without notice and are intended as a guide only.

Outgoing International Roaming calls are not subject to Australian charged GST.

An International Roaming bond may be required to Internationally Roam. Details are available upon application.


Making calls whilst International Roaming  

  • When calling Australia whilst overseas (roaming), you will be charged the cost of the international call to Australia at the “International call” rate per 30 seconds (or part thereof) per call, with a 60 second minimum charge. This includes instances where you call another Australian mobile phone, which is also International Roaming.
  • When making a local call whilst overseas you will be charged at the “National call” rate (for the country you are currently in) per 30 seconds (or part thereof) per call, with a 60 second minimum charge.
  • When making an international call whilst overseas, you will be charged at the “International call” rate per 30 seconds (or part thereof) per call, with a 60 second minimum charge.

Receiving calls whilst International Roaming  

  • When you receive a call whilst overseas you will be charged for the re-routing of the call from Australia to the country you are currently in. This call will be charged at the “Receiving calls” rate to that country per 30 seconds (or part thereof) per call, plus a call connect fee, with a 60 second minimum charge.

Voicemail charges whilst International Roaming  

  • Calls made from your mobile phone to your Voicemail box while overseas will be charged at the “International call” rate per 30 seconds (or part thereof) per call, with a 60 second minimum charge.
  • When a call is made to your mobile and a conditional diversion (busy, not reached, no reply) is set to Voicemail while you are overseas, the call will be routed to the overseas network and if the mobile phone is not reachable, busy or not answered, the call will be returned to the Voicemail box in Australia. If this occurs, you will pay 2 international call charges.

SMS charges whilst International Roaming  

  • SMS sent to Australian mobile numbers (regardless of location) are charged at your plan’s national SMS rate (GST taxable) plus the “SMS International carrier charge” (non GST taxable) for the carrier you are roaming with.
  • SMS sent to non-Australian mobile numbers are charged at the standard international SMS rate (GST taxable) plus “SMS International carrier charge” (non GST taxable) for the carrier you are roaming with.

SurePage charges whilst International Roaming  

  • SurePage charges are the same as if you were receiving messages in Australia.
  • All SurePage messages sent to you whilst overseas are charged, even if they are not deliverable at your destination.

SureFax charges whilst International Roaming  

  • Calls made from your mobile phone to your Voicemail box to retrieve your SureFaxes while overseas will be charged at “International call” rate (for the country you are currently in) per 30 seconds (or part thereof) per call, with a 60 second minimum charge.

Digital fax and data whilst International Roaming  

Rates and charges to use these services whilst overseas are not available at this time. We recommend contacting the overseas carrier once you have reached your destination for more detailed information.


International Roaming Bond  

We reserve the right to deny access to International Roaming or ask for a roaming bond, based on a credit assessment of your account.

If a roaming bond is required, it will be retained while you are overseas and refunded 3 months after notification of your return – the approximate duration required to receive international call detail records.

If taken, the roaming bond may be refunded to your direct debit facility or as a credit to your account with us.


Exchange Rates  

  • Call charges are subject to currency fluctuations. All call costs are converted at the current exchange rate at the time of invoicing by the network.
  • All call rates supplied in advance are subject to change without notice and are intended as a guide only.

Viewing International Roaming charges on your bill  

For postpaid mobile phone services, all calls made and received while International Roaming are itemised on your bill.

  • These charges are itemised separately under the heading ‘Roaming Calls’ (Non GST Taxable) and may take up to 3 months to be invoiced.


How does charging work? 

In order to demonstrate how International Roaming charging works, please see the following examples.


Making a local call whilst overseas  

  • This is charged at the “National call” rate.

Making an international call to another country or back to Australia  

Person A is the roamer; Person B is receiving the call. Person A will pay the “International call” rate back to Australia (or to another country). Person B pays nothing.


Making a call to another Australian International Roamer  

Person A calls Person B who is also roaming (whether in the same country or not). Person A pays the “International call” rate for a call to Australia. Person B pays for an international call from Australia to the country they are roaming in at the “Receiving calls” rate to that country per 30 seconds (or part thereof) per call, plus a call connect fee, with a 60 second minimum charge.


Receiving a call from Australia  

Person A is the roamer; Person B is making the call from Australia. Person B pays the standard rate for a call to the Optus network in Australia. Person A pays the international leg of the call from Australia to the destination country at the “Receiving calls” rate to that country per 30 seconds (or part thereof) per call, plus a call connect fee, with a 60 second minimum charge.


Receiving a call from another country (not Australia)  

Person A is the roamer; Person B is making the call. Person B pays for an international call to Australia. Person A pays for an international call from Australia to the country they are roaming in at the “Receiving calls” rate to that country per 30 seconds (or part thereof) per call, plus a call connect fee, with a 60 second minimum charge. Note: This call is charged in the same way even if Person A is in the same country as Person B, because the call is routed via Australia.


Receiving a call from a local phone whilst roaming  

Person A is the roamer; Person B is using a local phone to call Person A. Person B pays for a local call to a mobile phone. Person A pays for an international call from Australia to the country they are roaming in at the “Receiving calls” rate to that country per 30 seconds (or part thereof) per call, plus a call connect fee, with a 60 second minimum charge.


Premium Services  

Always check the cost of a Premium Service before making a call to, or accessing a service. Costs of using Premium Services vary depending on the particular service and may include subscription fees, content charges, call connection or set up fees charged by the carriage service provider or content provider.

You are responsible for all costs incurred calling Premium Services. You should not rely on us to contact you or to suspend your service in the event of excessive or unusual use.

If you do not want access to Premium Services, including the ability to dial overseas, please call us and request the Premium Service restriction is added to your service.



Frequently Asked Questions 

Here are some frequently asked questions about the International Roaming service. For assistance, please use the ‘Contact Us’ section of our website, or call our Customer Care number.

How do I contact Soul from overseas?

  • The easiest and most cost effective way to contact us while International Roaming is to visit our website. Set up an email contact address and account password before you leave and please remember your online password to gain access to your account details via the website.
  • Our standard Customer Care number is not available from overseas. If you need to contact us by phone, please call us on + 61 89463 1599 for assistance. This call will be charged at the normal international rate from that country’s service provider to Australia.

Can I use my mobile phone overseas?

  • Yes, depending on the country or area you will be travelling to, you can use your current mobile phone.
  • In the USA some states and cities offer GSM coverage using the 1900 Mhz bandwidth. Tri-band mobile phones sold in Australia are able to roam in these areas. Other parts of the USA use TDMA coverage and you will have to hire a mobile phone (and use your own SIM card) to roam. Some parts of the USA do not use compatible mobile phone technology so a complete mobile phone pack will have to be hired in order to roam there.
  • In Europe most countries offer GSM coverage using the 900 Mhz and 1800 Mhz bandwidths. Dual-band, Tri-band,and Quad-band mobile phones are able to roam in these countries.
  • Most countries in Asia also offer GSM coverage using the 900 Mhz and 1800 Mhz bandwidths and Dual-band and Tri-band mobile phones are able to roam in these countries. Please Note: Japan does not use compatible mobile phone technology so a complete mobile phone pack will have to be hired in order to roam there.

Where can I get information on international GSM coverage?

  • Visit our website to see if the country you are travelling in is covered and has an Optus agreement. Please Note: Available countries and networks may differ between postpaid and pre-paid services.
  • You can also check out www.gsmworld.com for extra information on GSM Roaming. Although very useful, this site provides only a general overview of international GSM coverage and is managed by a variety of international organisations, and not Optus. Therefore Optus does not guarantee that this site is accurate and coverage and charges should be checked once you are in the country. Please Note: Although all networks are listed on this website, Optus may not have agreements with these networks within all countries.

If I need to hire a mobile phone, where can I find one?

  • We suggest you attempt to contact mobile phone hire companies via the Yellow Pages to hire mobile phones and accessories whilst travelling.
  • Travellers are usually able to hire mobile phones at their destination country’s airports. Companies offer this service much like hire cars.

What can I do if my mobile phone has been lost/stolen?

  • If your SIM card or mobile phone is lost or stolen please either visit our website or contact us on + 61 89463 1599 for assistance. This call will be charged at the normal international rate from that country’s service provider to Australia.
  • Once we are notified, we will suspend your service so calls cannot be made.
  • If you are insured through us, please refer to your insurance agreement for options and instructions.

How can I reduce the costs of incoming calls while International Roaming?

  • An easy way of reducing incoming call costs is to set an unconditional diversion on your mobile phone directing all incoming calls to your Voicemail box (meaning your phone will not ring). This way you can then make one international call from either your mobile phone or from a fixed line phone to collect all your Voicemail messages. To do this, please see our Diversion factsheet.
  • Leave a message on your Voicemail stating you are currently overseas (or unavailable) but you are able to respond to messages left. You may even leave your email address on your message for friends and colleagues to contact.

Can I suspend my call plan while I’m away?

  • Because you have an agreement with us for a specific term we are unable to suspend your agreement for a period.

How are my bills paid while I’m away?

  • Your bills will be paid as usual while you are away. Please ensure you have sufficient funds in your account on the due debit date.

How will I receive my bills while I’m overseas?

  • You can view your bill on our website. Don’t forget your online password so you can access your account details.
  • If you plan to be away for an extended period, you may change your address with us and receive your bill at your overseas address.

When will my International Roaming bond be refunded, if taken?

  • Your International Roaming bond will be refunded 3 months after you have notified us of your return from overseas. This is to ensure we have received all (or most) of your call records from overseas carriers.

Can I use phone numbers stored on my mobile phone when overseas?

  • You can use them but you may need to change them to use the international prefix and area codes. For example: 92430000 would be changed to become +61892430000. Remembering to drop the 0 out of the area code (08 would become 8, 02 would become 2, etc).

Why can’t I use my Voicemail/SurePage/SMS where I am?

  • Not all services are available in every country you may visit, or are offered by every network you may choose. When you reach your destination, check the local networks for the services they offer.

Why have I been charged twice for one SMS I sent while overseas?

  • Each SMS you send has two components. This includes an international and local component and is displayed on your bill as two separate entries.

Can I bar and activate international roaming through your website?

  • Yes, you can visit the website login into your Soul online account and bar or activate international roaming on the mobile service.

Is this service available on pre-paid services?

  • Yes, this service is available on pre-paid services, however availability and call rates differ between pre-paid and postpaid services.

Can I bar and activate international roaming through your website?

  • Yes, you can visit the website, login to your online account and bar or activate International Roaming on your postpaid mobile service.
  • You cannot bar or activate International Roaming for a pre-paid service via our website.


Current as at 22/08/2007