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!
|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.
|Calling an International Roaming customer from Australia
How your friends and family in Australia can call you when you are overseas.
|Calling an Australian roaming customer from overseas
How people outside of Australia can call you when you’re overseas.
|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.
|Making local calls while roaming
How to make calls within the country you are currently in.
|Making international calls while roaming
How to call friends and family in Australia or in other countries.
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.
|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.
|Receiving SurePage messages whilst International Roaming
SurePage is a network dependent function and does not work in every country.
|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.
|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
|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
|Receiving calls whilst International Roaming
|Voicemail charges whilst International Roaming
|SMS charges whilst International Roaming
|SurePage charges whilst International Roaming
|SureFax charges whilst International Roaming
|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.
|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.
|How does charging work? |
In order to demonstrate how International Roaming charging works, please see the following examples.
|Making a local call whilst overseas
|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.
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?
Can I use my mobile phone overseas?
Where can I get information on international GSM coverage?
If I need to hire a mobile phone, where can I find one?
What can I do if my mobile phone has been lost/stolen?
How can I reduce the costs of incoming calls while International Roaming?
Can I suspend my call plan while I’m away?
How are my bills paid while I’m away?
How will I receive my bills while I’m overseas?
When will my International Roaming bond be refunded, if taken?
Can I use phone numbers stored on my mobile phone when overseas?
Why can’t I use my Voicemail/SurePage/SMS where I am?
Why have I been charged twice for one SMS I sent while overseas?
Can I bar and activate international roaming through your website?
Is this service available on pre-paid services?
Can I bar and activate international roaming through your website?
|© 2011 Soul Communications Pty Ltd.|