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| 1 | Voice Roaming and IDD |
| 2 | Broadband & Voice Stored-Value SIM Extra |
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| Q1 | What is voice roaming? |
| A1 | Voice roaming service allows you to make call with friends and family on your mobile phone when you are outside Hong Kong. SmarTone customers will be able to receive incoming call in a region with international roaming coverage. You can also make call to local, Hong Kong or other destinations. |
| Q2 | Does my phone support international roaming? |
| A2 | As the mobile network standards in some regions may differ from those in Hong Kong, please check if your phone supports the local standards in advance. If you are travelling to Mainland, Japan, Singapore, USA or other countries, you ’ ll need a phone that supports VoLTE to use voice roaming on designated networks. Please click here for details. |
| Q3 | What is “ Stealth Roaming ” service? |
| A3 | “ Stealth Roaming ” service ensures the privacy of your travels. Incoming callers will only hear the standard Hong Kong connecting tone to keep your location private, ensuring you a peace of mind while travelling. Please note that voicemail service must be enabled while using “ Stealth Roaming ” service. |
| Q4 | How do I setup voice roaming service on my phone? |
| A4 | i. Prior to your departure from Hong Kong, please disable all call forwarding functions (dial ##002# on your phone) and turn off your phone (or turn on airplane mode). ii. When you arrive at your destination, turn on your phone (or turn off airplane mode) and connect to designated network to start using. iii. Upon returning to Hong Kong, please restart your phone and make sure it ’ s connected to SmarTone network to avoid extra voice roaming charges. |
| Q5 | Why aren ’ t the roaming call charges from last month shown on this month ’ s bill? |
| A5 | As the roaming call records are provided by the roaming partners, it may take some time for the call charges to be reflected in the customers ’ monthly bill (around 1 to 2 months). |
| Q6 | What should I do if I lose my SIM card while travelling? |
| A6 | You can call our “ 24-Hour Roaming Service Hotline +852 27936397 ” to contact our customer service representative to handle the loss of your SIM card. |
| Q7 | Will callers be able to leave messages through voicemail or secretarial service while travelling? |
| A7 | If the call cannot be connected, is unanswered, or the line is busy, the caller can leave messages through voicemail or secretarial service. |
| Q8 | If I don ’ t want to answer incoming call while travelling, how do I forward them to voicemail or secretarial service? |
| A8 | Simply dial **21*138# to forward incoming call to voicemail, or dial **21*198# to forward incoming call to secretarial service. (Remark: Customers will not be able to set up while roaming with VoLTE. Please set up before departing Hong Kong if necessary.) |
| Q9 | How do I check voicemail messages while travelling? |
| A9 | You can call         to check voicemail messages while travelling. (Remark: A HK$1 service fee will be charged each time, plus the charge of calling to HK via voice roaming.) |
| Q10 | Will I receive SMS notifications for voicemails or automatic voice call playback if there ’ s voicemail messages while travelling? |
| A10 | i. You will receive SMS notifications or automatic voice call playback in a roaming region with network coverage. ii. Automatic voice call playback is an incoming roaming voice call, you will be charged for the roaming voice call upon answering. |
| Q11 | How do I check voicemails from secretarial service while travelling? |
| A11 | Voicemail from secretarial service will be sent to your phone via SMS if the customer is in a roaming region with network coverage. |
| Q12 | How do I enable and disable Mainland roaming function? |
| A12 | Please set up before departing Hong Kong: i. To enable Mainland roaming function: Dial   on your phoneii. To disable Mainland roaming function: Dial on your phone(Remark: Customers will not be able to set up in Mainland.) |
| Q13 | I have registered for 001 IDD service, how do I make IDD call in Hong Kong? |
| A13 | Simply dial or , then enter the [Country/Territory Code] [Area Code (if applicable)] [Telephone Number]. |
| Q14 | Will I be charged if I make an IDD call, but no one answer the call? |
| A14 | No, you will only be charged after the other party answers the call; but if the call is forwarded to any voice recording systems (e.g. voicemail), you will be charged once the call is successfully forwarded. |
| Q15 | What are the differences between 001 IDD and 1638 IDD services? |
| A15 | i. “ 001 IDD ” Service: Make international call on mobile phones via SmarTone network. ii. “ 1638 IDD ” Service: Make international call with any telephones (including residential, commercial) or fax machine via SmarTone or other mobile networks. |
| Q16 | What are the charges for making IDD call from Hong Kong with a mobile phone? |
| A16 | The charges include the IDD tariff, plus the local voice minutes of the mobile service. The charges are calculated based on a per-minute basis. |
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| Q1 | What are the validity, recharge methods, local call charges, local data charges, SMS & MMS charges of Broadband & Voice Stored-Value SIM Extra? | ||||||
| A1 | Check here for the validity, recharge methods, local call charges, local data charges, SMS & MMS charges. | ||||||
| Q2 | What are the Broadband & Voice Stored-Value SIM Extra IDD call tariffs? | ||||||
| A2 | Check here for IDD call tariffs | ||||||
| Q3 | What are the Broadband & Voice Stored-Value SIM Extra roaming call tariffs , roaming coverage areas and dialling methods? | ||||||
| A3 |
Check here for tariffs & areas of coverage
Roaming dialling methods 1. Roaming (Direct dial) Enjoy convenient direct dial service with M1 Network in Singapore, Belgacom Network in Belgium, Vodafone Network in Netherlands, Vodafone Network in UK and Dialog Network in Sri Lanka*
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| Q4 | How do I check the card validity and remaining balance of the Broadband & Voice Stored-Value SIM Extra? | ||||||
| A4 | Press  | ||||||
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