International Roaming Support

International Roaming is the ability to make and receive Mobile Phone calls (from an Australian mobile service) whilst overseas. International Roaming will allow you to take your mobile phone service overseas and use it via other mobile networks.

Things to watch out for before using International Roaming

  • Using your mobile phone overseas attracts significantly higher rates than standard charges and enabling international roaming on your Netspace mobile plan is not recommended
  • All call and data charges while roaming are excluded from your standard plan value. For details on specific call rates visit Mobile Voice International Roaming
  • Using Social Media (Facebook, Twitter) while overseas is not included in your plan, this includes photo uploads and downloads. Charges apply for making and receiving calls when roaming overseas
  • Internet/GPRS/Data Roaming charges are excluded from all data allowances
  • Internet/GPRS/Data Roaming is limited to certain providers
  • You are responsible for all charges made on your service when overseas, just like you are at home
  • You should check your handset’s compatibility with mobile frequencies in use on any overseas networks you intend to use
  • Charges, network quality, coverage and capability can vary greatly from country to country. Some overseas networks don’t have SMS functionality
  • While you are roaming overseas, usage details may take days or weeks to reach Netspace, meaning you won’t receive timely usage warnings

Pricing

Charges for International Roaming vary depending on which country you use your mobile phone in. If you are travelling to multiple destinations, it’s a good idea to take a copy of the call, SMS and data rates with you.

Use the search feature at the Mobile Voice International Roaming page to view the rates for your destination country. For multiple destinations simply search each country in consecutive order.

  • By using the ‘Email’ button, you will be able to send a copy of the rates to your preferred email
  • By using the ‘Print’ button, you will be able to create a printable version of rates for your records

How to turn International Roaming on

Before you consider turning International Roaming on, it is essential that you read and understand the charges and rates applicable to your destination country. To locate the specific rates and charges of the country please visit Mobile Voice International Roaming

  • After you have read and understood the applicable rates you must contact Netspace on 131 456 to request activation of International Roaming.
  • You will now have the option to have International Roaming switched on a Permanent or 90 Day basis

Permanent:

  1. Contact Netspace on 131 456 to request activation of International Roaming
  2. Next, the Netspace representative will request you to agree to the terms and conditions applicable to activating International Roaming (these terms warn you of potential costs and of the delay in receiving billing information, meaning you will not receive timely usage notifications)
  3. Verbally accept the International Roaming terms and conditions announcement over the phone
  4. Once accepted, the customer will need to pass a Credit check in order to have the international roaming service activated. Please Note: This process will take one business day turnaround to complete.
  5. Once the business day period has passed and the credit check has been processed, the international roaming feature will be enabled and the customer will be informed.
  6. To disable International Roaming, the customer will be able to log into MyNetspace via the Netspace website and have the ability to switch off.

90 Days:

  1. Contact Netspace on 131 456 to request activation of International Roaming.
  2. Next, the Netspace representative will request you to agree to the terms and conditions applicable to activating International Roaming (these terms warn you of potential costs and of the delay in receiving billing information, meaning you will not receive timely usage notifications).
  3. Verbally accept the International Roaming terms and conditions announcement over the phone.
  4. The Netspace representative will put through a request to have International Roaming activated. This process can take up to 2 hours to complete.

For instructions on how to turn OFF Data Roaming and Automatic Email Updates for common smartphones please view our Advanced Tips page

Basic Instructions

Once the service has been enabled on your mobile account, follow the below instructions for use while traveling overseas:

  • On arrival, turn on your mobile device: Most mobile handsets will use the AutoRoam feature to connect to a compatible network.
  • If the connection is successful, the Network name will be displayed in the Operator field of the handset display.
  • If the network is not displayed or you wish to change to another network, attempt to change to another network via a Manual Network Selection.

Using this Service

Not all countries use the same technology found in Australia. Some networks may not offer the same services (such as web browsing) and thus your phone may not fully function as it does in Australia. In the vast majority of countries however, you should be able to utilise SMS and incoming and outgoing phone calls.

How to Select an Overseas Network (Carrier)

In the same manner within Australia, the International Roaming mobile is required to select a Network Carrier for the service to work. Like Australia, there may be multiple networks in the same area.

  • In most instances the mobile phone handset will connect to the carrier with the strongest signal. You may want to consider where you are traveling and see if there is a preferred carrier in that location.
  • To select a specific carrier, investigate in your phone manual how to do a Manual Network Selection from your mobile handset. This can instruct the handset to use a particular network if you know that it supports specific coverage areas or technologies that you would like to use.

Preferred Carriers are:

  • Hong Kong – HKCSL
  • India – Airtel
  • Indonesia – Telkomsel
  • Korea – SK Telecom
  • Macau – CTM
  • Malaysia – Maxis
  • Philippines – Globe
  • Singapore – SingTel
  • Taiwan – Taiwan Mobile
  • Thailand – AIS

Calling an International Roaming customer from within Australia

If you are in Australia and are aware that a friend or family member is Roaming overseas with their mobile phone, there is no need to change the way you would dial them. Simply enter their mobile phone number as you normally would. You will be charged standard mobile phone call rates.

Calling an (Australian) International Roaming customer while overseas

Dial the mobile number as you would to call Australia. Include the Australian international access code +61 minus the "0" of the mobile number.

Example: Instead of dialing 0412345678, they would dial +61412345678.

Making local calls while roaming

Dial the number as it is found locally including any area codes. In this instance, imagine that you are using a local mobile phone.

Making international calls while roaming

Ensure that you are using the international access prefix (+), followed directly by the country code you are attempting to dial. Consider that if you are calling Australia, the '0' in the state or territory (for example, calling a Victorian number will start with +613 or a West Australian number would start +618).

Receiving calls and SMS while roaming

There is nothing different about the process of answering a call when international roaming. Be advised that receiving calls on your Australian mobile phone while overseas will charge additional rates. There is no charge to receive an SMS while international roaming.

Accessing your Voicemail overseas

Before going overseas, keep a record of your Australian mobile phone number, and your access PIN.

  • Dial +61411000321 from any fixed line or from your mobile phone handset.
  • You will be asked to enter your mobile phone number followed by the # button.
  • Next you will be prompted to enter your PIN followed by the # button ( by default your PIN code is set to the last 4 digits of your mobile phone number unless you changed it while setting up the Voicemail service).
  • You will be prompted with options to listen to, delete and save voicemails.

Voicemail charges (while 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.

Costs of using the International Roaming service

We recommend you investigate the International Roaming rates before activating and using the 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.

Making calls (while roaming)

  • When calling Australia from overseas (international roaming), you are 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 (while 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.

SMS charges (while 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.

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 invoice

All calls made and received while International Roaming are itemised within MyNetspace.

  • The total call charges will be separated under the heading ‘Roaming Calls’ on your monthly invoice.
  • Please note it may take up to 3 months for the calls to be invoiced.

Alternatives to International Roaming

If you’re planning to travel overseas with your mobile phone it is important to make sure that you have considered alternatives to International Roaming. Being prepared and educated on rates and options will help reduce billshock and any grey areas regarding payments.

International Call/Phone cards
Call or phone cards provide the opportunity for travellers to use conventional land line phones, pay phones, or even their mobile phones (if they have their SIM card localized) to make international calls more cheaply than simply picking up the phone and dialling. Most airports and convenience stores sell local calling cards that provide relatively cheap international rates.

Travel SIM Cards
TravelSIM cards specifically aimed at travellers. While calls are still more expensive than using a traditional phone card, the advantages include the convenience of being able to use your own mobile phone handset (as long as it is unlocked) and no messing about with access numbers. It works in 140 different countries and because you buy the card before you leave home, there’s no need to get a new local SIM card and phone number every time you visit a new country. You can also keep the card and use the same phone number every time you travel. What’s more, you don’t have to pay for incoming calls as you normally do when you use international roaming on your Australian mobile phone. You can top up the card by phone or online, set up a voicemail service and use it to send text and SMS messages. You can also expect to save about 75 per cent on calls home to Australia, sometimes much more. TravelSIM cards will work on almost all GSM mobile phone handsets, as long as it is not locked to a particular provider or telco. If your phone is locked (that is, if you put the new card in and it won’t work), you can ask your provider to unlock it for you.

Internet Telephone Services
Services such as VOIP (Voice over IP) and Skype are great ways to make cheap and even free calls however communication on the IP network is inherently less reliable in contrast to the public telephone network. Skype allows users to make voice and video calls and chat over the Internet. Calls to other users within the Skype service are free, while calls to both traditional landline telephones and mobile phones can be made for a fee using a debit-based user account system.

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International Roaming Support