General

Why am I still charged for data roaming usage when I have turned off Data Roaming or/and Mobile Data through Settings on my phone?
There is a possibility of data connection on roaming carrier’s network in which data roaming usage could have incurred due to different configuration of phone models and operating systems or user interface. To avoid incurring unintended data roaming charges, please de-activate data roaming service on your mobile line via the following self-service channels.

$15 Daily Unlimited Data Roaming

How do I sign up for the $15 Unlimited Data Roaming promotion?
There is no need to sign up for this promotion. Customers will enjoy the promotion on the specified preferred partner networks.

Do I need data roaming service to enjoy this promotion?
Yes. Please refer to the "Activate Data Roaming" guide for more information on how to activate data roaming service.

If I use more than $15 worth of data on the preferred partner network on 2 consecutive days, what will be my total data roaming charges?
Roaming Subscription customers will pay: $15 x 2 days = $30
Pay-Per-Use Roaming customers will pay: $18 x 2 days = $36

I use less than $15 worth of data on the preferred partner network. Do I still pay $15 per day?
No. For data roaming usage below $15, Roaming Subscription customers will be charged at $0.20 per 10KB. For data roaming usage below $18, Pay-Per-Use Roaming customers will be charged at $0.24 per 10KB.

If I use less than $15 worth of data on Day 1 but more than $15 worth of data on Day 2, will data roaming charges be capped at $15 on Day 2?
Yes. Data roaming charges will be capped at $15 for Roaming Subscription customers and capped at $18 for Pay-Per Use-Roaming customers on Day 2.

If I am a Roaming Subscription customer and I have used more than $15 worth of data on Celcom/Malaysia and XL/Indonesia on the same day, how will I be charged?
Customers will be charged $15 x 2 = $30 as the promotional rate is based on per operator per day basis.

$25 DAILY UNLIMITED DATA ROAMING

General

I am a M1 Prepaid customer. Can I enjoy the $25 In-flight Daily Unlimited Data Roaming promotion?
No, the promotion is available for M1 postpaid customers.

How do I connect to OnAir or AeroMobile network?
To connect to one of the networks, ensure that “Flight mode” or “Airplane mode” is turned off. Go to Settings and select “Carrier” or “Mobile Network”. To choose OnAir network, select “OnAir” network. To choose AeroMobile network, select ‘AeroMobile’ network. On any specific flight, only 1 network will be offered. You will not see 2 networks available for selection on any 1 flight.

Can I get connected immediately once I enter the aircraft?
You can use either one of the networks during cruising flight but not on ground, during aircraft take-off or landing.

Can I enjoy the $25 In-flight Daily Unlimited Data Roaming promotion on all airlines?
OnAir and AeroMobile network is available on selected airlines listed on our website. The cabin crew on the flight will make an announcement if an inflight service is available.

Charges

How do I sign up for the $25 In-flight Daily Unlimited Data Roaming promotion?
There is no need to sign up for this promotion. Customers can enjoy the promotion once they are on the preferred network.

Do I need data roaming service to enjoy $25 In-flight Daily Unlimited Data Roaming promotion?
Yes. Please refer to the "Activate Data Roaming" guide to activate data roaming service and log on to OnAir or AeroMobile network to enjoy the promotion.

If I use more than $25 worth of data on one of the preferred networks on 2 consecutive days, what will be my total data roaming charges?
Roaming Subscription customers will pay: $25 x 2 days = $50
Pay-Per-Use Roaming customers will pay: $30 x 2 days = $60

I use less than $25 worth of data on one of the preferred networks. Do I still pay $25 per day?
No. For data roaming usage below $25, Roaming Subscription customers will be charged at $0.20 per 10KB. For data roaming usage below $30, Pay-Per-Use Roaming customers will be charged at $0.24 per 10KB.

If I use less than $25 worth of data on Day 1 but more than $25 worth of data on Day 2, will data roaming charges be capped at $25 on Day 2?
Yes. Data roaming charges will be capped at $25 for Roaming Subscription customers and capped at $30 for Pay-Per Use-Roaming customers on Day 2.

I am travelling from New York to Singapore with different time zones and I am using $25 In-flight Daily Unlimited Data Roaming. How am I charged?
Usage charges for the promotion will be based on Singapore time 00:00 to 23:59 GMT +8 per 1-day usage. The promotion will not be charged at a pro-rated fee.

Data Passport

General

Can I subscribe to Data Passport on any M1 mobile plans?
You can subscribe to Data Passport on our current range of mobile data-bundled plans :

  • Lite, Lite+, Reg, Reg+, Max and Max+
  • i-Lite, i-Lite+, i-Reg, iReg+, i-Max, i-Max+
  • ValueSurf+, LiteSurf+, Extreme Surf+, MaxSurf+
  • iPhone Value+, iPhone Lite+, iPhone Extreme+, iPhone Max+
  • mySIM+ 15, mySIM+ 20, mySIM+ 30, mySIM+ 45, mySIM+ 75, mySIM+125
  • mySIM 30, mySIM 45, mySIM 75 and mySIM 125
  • ConnectSurf and BlackBerry MessageSurf+
  • SurfShare

If your mobile plans are not eligible, you can switch to an eligible plan and subscribe to Data Passport.

Can I subscribe to Data Passport on any M1 mobile broadband plans?
You can subscribe to Data Passport on our current range of mobile broadband plans :

  • mData 1GB, mData Value+, mData Lite+, mData Max+
  • mData Lite V+, mData Max V+, Data Max+
  • iPad Lite, iPad Lite+, iPad Value+, iPad Max and iPad Max+

If your mobile broadband plans are not eligible, you can switch to an eligible mobile broadband plan and subscribe to Data Passport.

Do I need to activate any Roaming services to use Data Passport?
Yes, you must activate (1) Roaming Subscription or Pay-Per-Use Roaming and (2) Data Roaming service.

If these services are not activated on your mobile plan, Pay-Per-Use Roaming and Data Roaming services will be automatically activated when you subscribe to Data Passport.

Can I subscribe to Data Passport on my M1 Prepaid Mobile / Mobile Broadband plan?
No, Data Passport is only available for selected postpaid mobile / mobile broadband plans.

How do I subscribe to Data Passport?
You can subscribe through our self-service channels:

  • Call *123# (no roaming charges, when you call *123#)
  • Activate via Manage My Account
  • Activate via My M1 App

How do I terminate Data Passport?
You can terminate through our self-service channels:

  • Call *123# (no roaming charges, when you call *123#)
  • De-activate via Manage My Account
  • De-activate via My M1 App

By de-activating the Data Passport service, (1) Roaming Subscription or Pay-Per-Use Roaming and (2) Data Roaming services will still be available on your mobile line. If you wish to also de-activate these services, you can do so through the above self-service channels.

How do I know if I have successfully subscribed / terminated Data Passport?
You will receive a confirmation SMS when your Data Passport is activated / terminated.

Do I need to subscribe to Data Passport before I travel?
You can subscribe to a Data Passport when in Singapore or overseas via My M1 App or by calling *123#. We recommend that you subscribe to Data Passport before leaving for your travel destination.

Can I subscribe to more than one Data Passport at the same time?
Yes, you can subscribe to one or more Data Passports at the same time. A one-time activation fee of $2 and monthly subscription for selected data passport will apply. An additional monthly charge of $5 will apply for multi-SIM users.

I have subscribed to a Data Passport on my Lite+ plan. Can my supplementary SurfShare plan use our shared local data bundle for data roaming?
The SurfShare plan must be subscribed to Data Passport to use the shared local data bundle for data roaming, regardless if you have subscribed to Data Passport on your Lite+ plan.

I have subscribed to a Data Passport for Malaysia on my Lite+ plan. Can my supplementary SurfShare plan subscribe to another Data Passport for Japan and use our shared local data bundle for data roaming?
Yes, your SurfShare plan can use the shared local data bundle for data roaming on NTT DoCoMo in Japan, with a subscription to a corresponding Data Passport. You can also use the same local data bundle for data roaming in Malaysia on Celcom with your Lite+ plan and corresponding Data Passport.

Charges

What are the charges if I subscribe to a $10 Data Passport on my Lite+ plan?
A one-time activation fee of $2 and $10 monthly subscription will apply for each $10 data passport activated.

What are the charges if I subscribe to a $10 Data Passport on my Lite+ plan? I am also subscribed to Multi-SIM service.
A one-time activation fee of $2 and $10 monthly subscription will apply for each $10 data passport activated. An additional monthly charge of $5 will apply for multi-SIM users.

What are the charges if I subscribe to Europe data Passport on my Lite+ plan?
A one-time activation fee of $2 and monthly subscription of $50 will apply for Europe data passport.

What are the charges if I subscribe to Europe Data Passport on my Lite+ plan? I am also subscribed to Multi-SIM service.
A one-time activation fee of $2 and monthly subscription of $50 will apply for Europe data passport. An additional monthly charge of $5 will apply for multi-SIM users.

What are the charges if I subscribe to 2 Data Passports for Indonesia and USA?
A one-time activation fee of $2 and monthly subscription of $10 will apply for each data passport activated.

You will be charged a total of $24 ($4 activation fee + $20 subscription) in the first month of subscription. $20 for subscription will apply in subsequent months.

What are the charges if I subscribe to 2 Data Passport for Indonesia and Europe?
For Data Passport - Indonesia: A one-time activation fee of $2 and monthly subscription of $10 will apply. For Europe Data Passport: A one-time activation fee of $2 and monthly subscription of $50 will apply.

You will be charged a total of $64 ($4 activation fee + $60 subscription) for the first month of activation. $60 for subscription on the two Data Passports will apply in subsequent months.

What are the charges if I subscribe to 2 Data Passports for Indonesia and Europe? I am also a Multi-SIM user.
For Data Passport - Indonesia: A one-time activation fee of $2 and monthly subscription of $10 will apply. For Europe Data Passport: A one-time activation fee of $2 and monthly subscription of $50 will apply. An additional monthly charge of $5 will apply for Multi-SIM users.

You will be charged a total of $69 ($4 activation fee + $60 subscription + $5 Multi-SIM user) for the first month of activation. A total of $65 ($60 subscription + $5 Multi-SIM user) will apply in subsequent months.

Will the subscription be pro-rated if I subscribe to / terminate my Data Passport?
Data Passport subscription will not be pro-rated. The subscription will be charged on a monthly basis from date of Data Passport activation.

Is there any minimum term of subscription for Data Passport?
The subscription for Data Passport is charged monthly from the date of activation and you may terminate the service within the same month.

Usage

I am subscribed to Europe Data Passport. Can I use my local data bundle for roaming in all Europe Union countries?
Europe Data Passport is valid for usage in 28 countries on preferred networks in Albania (Vodafone), Austria (T-Mobile), Belgium (Belgacom), Croatia (T-Mobile), Czech Republic (Vodafone), Estonia (Elisa Estonia), Finland (Elisa Finland), France (Orange), Germany (Vodafone), Greece (Vodafone), Hungary (Vodafone), Ireland (Vodafone), Italy (Vodafone), Latvia (Bite), Lithuania (Bite), Luxembourg (Tango), Malta (Vodafone), Netherlands (Vodafone), Poland (T-Mobile), Portugal (Vodafone), Romania (Vodafone), Russia (MegaFon), Slovakia (Telefonica), Spain (Vodafone), Sweden (Tele2), Switzerland (Swisscom), Turkey (Vodafone) and United Kingdom (Vodafone).

Which local data bundles can I use with Data Passport?
You can use the free local data that is bundled with your mobile / mobile broadband plan.

In addition, local data bundles from Upsized Data, Data+ Add-ons and BlackBerry BIS+ value-added services, as well as data benefits from Youth Benefits, Senior Benefits and SurfShare plan, can also be used with Data Passport.

I have been using my local data bundle for roaming with Data Passport. Can I check how much data I have left on my bill plan bundle so that I can control my usage?
You can check the local usage of your mobile plan’s data bundle via My M1 App. Data roaming usage with Data Passport cannot be tracked through My M1 App.

How am I charged for excess usage when my local data bundle is fully utilised?
Usage in excess of the local data bundles will be charged at local rates with a data bill cap according to the usage charges specified for your mobile / mobile broadband service plans, value-added services and data benefits.

I am subscribed to Reg+ mobile plan and a USA Data Passport. How am I charged for data roaming usage on T-Mobile when my local data bundle is fully utilized?
You will be charged at $10.70 per GB and capped at $188.32 per month.

I am subscribed to Data Passport and $100 Data Roaming Cap. Why was data roaming usage suspended when I am using local data bundle?
The calculation of $100 Data Roaming Cap will consider all data roaming usage. Subscription to the Data Passport will just enable the data roaming usage to be deducted from your local data bundle. To continue data roaming usage in your selected Data Passport destination, you can de-activate $100 Data Roaming Cap by calling *123# from the relevant mobile line.

You can re-activate $100 Data Roaming Cap upon anytime via My M1 App or call *123#.

I am subscribed to Data Roaming Alert service at $50. Will I still receive these alerts if I have data roaming usage with Data Passport?
Yes, you will receive an SMS alert when your data roaming usage exceeds the pre-set level of $50. The calculation of Data Roaming Alert service will consider all data roaming usage. Subscription to the Data Passport will just enable the data roaming usage to be deducted from your local data bundle.

Network Lock

Why do I need Network Lock?
Network Lock is a feature that protects you from unintended data roaming usage by enabling data roaming only on preferred networks in 49 countries.

How to activate / de-activate Network Lock?
Network Lock will be automatically provisioned to your postpaid mobile / mobile broadband plan when you activate data roaming service.

Or, you can activate / de-activate Network Lock through our self-service channels:

You will receive a confirmation SMS when Network Lock is activated / de-activated. Prevailing data roaming charges apply when using data on non-preferred network. Please restart your mobile device upon receipt of confirmation SMS.

I have Roaming Subscription and activated data roaming service since last year. Will Network Lock be provided to me automatically?
Yes, Network Lock was progressively provisioned to all mobile / mobile broadband lines that have activated data roaming, within 1 week from service availability on 10 July 2015. You should receive a confirmation SMS when Network Lock is activated.

I do not have data roaming service and I activate the service now. Will Network Lock be provided to me?
Yes, Network Lock will be provided to you once you activate data roaming service. You will receive a confirmation SMS when Network Lock is activated.

How do I check if I have Network Lock?
You can log onto My M1 App or call *123#. The available option to activate / de-activate network lock will be reflected accordingly.

Will I be charged if I activate Network Lock?
No, Network Lock is a complimentary feature that is automatically provisioned when data roaming is activated to protect from unintended data roaming usage on non-preferred networks in the 49 countries.

Can I log on to non-preferred networks when Network Lock is activated?
Yes, you can log on to non-preferred networks to make calls and SMS even when Network Lock is activated.

I have activated Network Lock and I am travelling to a country that does not have a preferred network. Can I still use data roaming?
Yes, you can use data roaming on any network in a country that does not have a preferred network. Data roaming will only be disable on non-preferred networks in 49 countries.

I have activated Network Lock but why am I not connected to the preferred network?
The Network Lock feature does not connect you automatically to a preferred network. If your device setting is on “Auto Network Selection” mode, you will be connected to the network with the strongest coverage based on your current location. Network Lock will disable data roaming usage if your device connects to a non-preferred network in the 49 countries covered by Network Lock.

You can manually select and connect to the preferred network on your device to minimize any disruption to data usage.

Data Roaming Bundle

How will I be charged for excess data usage above the bundle size?
You will be charged at prevailing data roaming rates. Pay-Per-Use Roaming customers pay an additional 20% on top of prevailing roaming rates.

Do I need data roaming service to enjoy this promotion?
Yes. Please refer to the "Activate Data Roaming" guide for more information on how to activate data roaming service.

If I did not use up the full Data Roaming Bundle, do I get any refund for the unused data?
No. There will not be any refund for the unused data.

Can I sign up for more than 1 monthly Data Roaming Bundle at the same period?
No. Each customer can only sign up for one Data Roaming Bundle at any one time in the same period.

What happens if I am logged on to the network of other operators not within the list of countries for the Data Roaming Bundle?
You will not be able to utilise the Data Roaming Bundle. In this case, you will be charged at prevailing roaming mobile data charges. Pay-Per-Use Roaming customers pay an additional 20% on top of prevailing roaming rates. Customers are recommended to select network manually to prevent logging on to other networks.

If I subscribe to Data Roaming Bundle, will I be able to activate $100 Data Roaming Cap?
Yes, you will be able to activate Data Roaming Cap. However, it is advisable to deactivate your data roaming cap as you may not be able to fully utilize your data bundle.

BlackBerry Data Roaming Bundle

What are the applications that use BlackBerry APN?
BlackBerry Email, BlackBerry Messenger and BlackBerry Browser.

If I have a Multi-SIM, can I enjoy the unlimited data with my other devices?
Yes, customers using BlackBerry APN on any BlackBerry devices installed with OS 7 and below will be able to enjoy this promotion.