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Data Roaming

FAQs

 

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Frequently Asked Question

 
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?
Depending on your phone model’s configuration, it may make a data connection on the roaming carrier’s network and incur data roaming charges. To avoid incurring unintended data roaming charges, you can either:
  • Disable both Data Roaming feature and 4G service on your mobile device. Thereafter, turn Airplane mode to “On” and then “Off”; or
  • Deactivate data roaming service on your mobile line via the following self-service channels:
    My M1 App
    Manage My Account 
 
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.
 

General

I am an 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.
 

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:
  • Plan with Device^
  • SIM-only Plan^
  • 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
  • mySIM3 20, mySIM3 40, mySIM3 50 and mySIM3 98*
  • mySIMe 40, mySIMe 70, mySIMe 90 and mySIMe 118*
  • ConnectSurf and BlackBerry MessageSurf+
  • SurfShare
  • mySIMs

*Data Passport roaming usage is capped at 30GB.
^Data Passport usage from your plan and add-on bundle (if any) in excess of 10GB will be charged at $10/GB.
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:
  • SurfLite, SurfReg, SurfMax and SurfValue
  • mData 1GB, mData Value+, mData Lite+ and mData Max+
  • mData Lite V+, mData Max V+ and 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. If your Mobile Broadband plan is not eligible, you can switch to an eligible Mobile Broadband plan and 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.
What is the difference between one month and recurring Data Passport?
Data Passport (one month) is valid for a month and expires automatically thereafter. Data Passport (recurring) will be valid on a monthly recurring basis until deactivated.
How do I subscribe/unsubscribe to Data Passport?
You can do so via our self-service channels:
Type of Data Passport Activation Channels De-activation Channels
Data Passport (one month)
  • My M1 App
  • Manage My Account
  • My M1 App
  • Manage My Account
Data Passport (recurring)
  • My M1 App
  • Manage My Account
  • My M1 App
  • Manage My Account
By deactivating 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 deactivate 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 Manage My Account. 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 Passport at the same time. However, you may only subscribe to either one month or recurring Data Passport for the same country/region at any one time. A one-time activation fee of $5 and monthly subscription for the 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 $5 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 $5 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 $5 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 $5 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 $5 and monthly subscription of $10 will apply for each Data Passport activated.

You will be charged a total of $30 ($10 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 Passports for Indonesia and Europe?
For Data Passport - Indonesia: A one-time activation fee of $5 and monthly subscription of $10 will apply. For Europe Data Passport: A one-time activation fee of $5 and monthly subscription of $50 will apply.

You will be charged a total of $70 ($10 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 $5 and monthly subscription of $10 will apply. For Europe Data Passport: A one-time activation fee of $5 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 $75 ($10 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. For Data Passport (one month), the subscription will be charged once. For Data Passport (recurring), 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?
For Data Passport (one month), it is charged from the date of activation. It is valid for a month and will expire automatically thereafter. You may terminate the service within the same month.

For Data Passport (recurring), it is charged on a monthly recurring basis, from the date of activation and you may terminate the service within the same month.

Usages

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 43 countries on preferred networks. Please click here for the full list of countries.
Which local data bundles can I use with Data Passport?
You can use the local data that is bundled with your Mobile/Mobile Broadband plan.

The Service may also be activated for use with local data bundles from Plan Add-ons, Bundle Packs, Upsized Data, 5GB for $5 mySIM Add-on, BlackBerry BIS+ value-added services, as well as data benefits from Partner Benefits, Youth Benefits, Senior Benefits and SurfShare plans.
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 your data usage via 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.

For customers on new Plan with Device and SIM-only Plan, Data Passport usage from your plan and add-on bundle (if any) in excess of 10GB will be charged at $10/GB.

Customers on the mySIM398 / mySIMe118 plan bundled with unlimited data may use up to 30GB per month to data roam with the relevant Data Passport subscription, after which excess usage will be charged at $10.70/GB.
I am subscribed to Reg+ mobile plan and a USA Data Passport. How am I charged for data roaming usage on AT&T when my local data bundle is fully utilised?
You will be charged at $10.70 per GB and capped at $188.32 per month.
I am subscribed to Plan with Device and a USA Passport. How am I charged for data roaming usage on AT&T?
You will be charged $10/GB when Data Passport usage from your plan and add-on bundle (if any) exceeds 10GB.
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 include all data roaming usage. The subscription to the Data Passport will enable the data roaming usage to be deducted from your local data bundle.
 
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 Data Passport and Daily Unlimited Data Roaming destinations.
Why do I need 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/deactivated. Prevailing data roaming charges apply when using data on non-preferred networks. Please restart your mobile device upon receipt of the 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 have just activated the service. Will Network Lock be provided to me?
Yes, Network Lock will be provided to you once you activate the 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 on to My M1 App. The available options to activate/deactivate 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. This feature protects customers from unintended data roaming usage on non-preferred networks in the 57 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 disabled on non-preferred networks in 57 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 57 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.