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Prepaid Roaming FAQ

General


1
What is Prepaid Roaming?

Prepaid Roaming is a cost-saving way for all StarHub Prepaid subscribers to call back to Singapore or to another country when they are overseas.


2
What are the benefits of using Prepaid Roaming?

With Prepaid Roaming, you can enjoy:

o   Convenience as you can be contacted at the same mobile number
o   No registration and subscription fees and you will only have to pay for what you use.
o   No set-up charges for every call you make.
o   Cheaper and more affordable rates.


3
What do I need to do to enjoy the Prepaid Roaming service?

To enjoy the Prepaid Roaming service, you need to activate the service before leaving Singapore as follows:

o   Launch StarHub Prepaid App > Settings > Turn on 'Roaming Service'

OR 
o   Dial *123*333# on your phone
o   Once the service is activated, you will receive a confirmation SMS.


4
Do I have to pay to activate Prepaid Roaming Service?

You do not need to pay any registration or monthly subscription charges.


5
How do I use the Prepaid Roaming?

 Ensure that your mobile phone settings are enabled for roaming and log on to StarHub's preferred network partners. There are two ways to make a prepaid roaming call:

o   GlobalRoam *116*

Dial *116*<country code><area code><phone no.>#

OR

o   Direct Dial

Dial +<countrycode><area code><phone no.>

If you are calling back to Singapore, please omit <area code>

If you are roaming in Happy Roam destinations, please follow the set-up instructions here


6
How do I deactivate Prepaid Roaming Service?

o   Launch StarHub Prepaid App > Settings > Turn off 'Roaming Service'

OR

o   Dial *123*5*2*2# on your phone 


GlobalRoam*116*


1
How do I use the GlobalRoam *116* prepaid roaming service?

o   Dial *116*<Country Code><Area Code><Telephone Number># and press the DIAL button.
o   You will see this message on your mobile phone "Please wait while we process your request.  Call charges will apply when you answer the call.  Thank you for using StarHub's GlobalRoam service."
o   You will receive an incoming call from the system.  After you answer the call, you will hear a message "Please wait"
o   If the call is successful, you will hear the recipient's ringing tone and the call will be connected when the recipient answers the call.


2
Do I need to do anything after I have initiated a GlobalRoam*116* request and pressed the dial button?

No. If the request is successful, you will see this message on your mobile phone "Please wait while we process your request. Call charges will apply when you answer the call. Thank you for using StarHub's GlobalRoam Service."


3
How will I know whether my GlobalRoam*116* request has been received by the system?

If the request is successful, you will see this message on your mobile phone "Please wait while we process your request. Call charges will apply when you answer the call. Thank you for using StarHub's GlobalRoam Service"


4
Can I use GlobalRoam*116* calls when I am in Singapore?

No, GlobalRoam*116* can only be used when you are roaming overseas.


5
Can I use GlobalRoam*116* to call an overseas number?

Yes, you can use GlobalRoam*116 to call any of the StarHub roaming destinations when you are roaming overseas. However, please note that this list is subjected to change without prior notice.


6
Can I use GlobalRoam*116* in any overseas destinations I travel to?

At the moment, not all overseas operators support the GlobalRoam*116 service. If you cannot initiate a successful GlobalRoam*116* call, please switch to another overseas operator and try again. However, please note that this list is subjected to change without prior notice.


7
Can I use GlobalRoam*116* to call a Singapore number?

You can use GlobalRoam*116* to call any Singapore fixed or mobile numbers.


8
Can I use GlobalRoam*116* to call 1633 (StarHub's Customer Service), 1303 (to retrieve Voicemail) and 1302 (to deposit Voicemail)?

Yes. calls will be charged at the prevailing rates. For example, to call 1633, please key in *116*651633# and press the Dial button.
However, there will be a short time lag between the time when the 1633, 1302 or 1303 system voice prompts start playing and the time you actually get connected to 1633, 1302 or 1303. Hence, you may possibly miss out on certain portions of the voice announcements.  Please use the Interactive Voice Response (IVR) system to guide you on the next steps.


9
What will my friend hear if I use the GlobalRoam*116* service to call him/her?

Your friend will receive an incoming call, which will be shown on their mobile phone as "Private Number" or "Withheld". When they answer that call, they will hear an automated voice announcement that says "You have an incoming call. Please hold while we try to connect you." While they hold the line, you will receive an incoming call. Once you answer the incoming call, the two of you will be connected and the conversation can take place.


10
What happens if I enter a wrong telephone number?

If the number that you entered is not a valid Singapore number, you will either receive a message "Sorry, you have entered an invalid request format. Please try again." Or "Sorry, the intended party cannot be reached. Please try again later."


11
Will the GlobalRoam*116* service work if I have activated the "Divert all calls" function on my mobile phone?

No. You will receive a message that says: "You have forwarded your mobile calls to another number. Please cancel the call forwarding feature and try again."


12
What happens if my friend is unreachable or engaged when I use GlobalRoam*116* service? Will I be charged for the call?

You will receive this message "Sorry, the intended party cannot be reached. Please try again later." You will not be charged for this call because charges are effective only from the point when you answer the incoming call connecting you to the intended recipient.


13
What happens if my friend terminates the call before I get connected to him/her? Will I be charged for the call?

You will receive a message notifying you that "Sorry, the intended party has terminated the call." You will not be charged for this call because charges are effective only from the point when you answer the incoming call connecting you to the intended recipient.


14
What happens if I try to reach my friend with GlobalRoam*116* and he diverts his/her calls to another number? Will I be charged for the call?

You will be connected to the telephone number that your friend has forwarded his/her calls to. Charges are effective only from the point when you answer the incoming call connecting you to the recipient.


15
What happens if I'm on the line or am unreachable when an incoming call comes and the intended party is waiting? Will I be charged for the call?

If you do not answer the incoming call, you will not be charged. You will be informed with a message that says: "The call was unsuccessful as the system was unable to reach you. Please try again."


16
What happens if I do not answer the incoming call that was put on hold? Will I be charged for the call?

The call will be considered unsuccessful as the system was unable to connect to you within 20 seconds. You will not be charged and you will receive the SMS "Sorry, the intended party cannot be reached. Please try again later."


17
What happens if I did not answer the incoming call but put the call on hold? Will I be charged for the call?

The call is considered successful. You will be charged from the point you accept the call including the duration the call was put on hold.


18
What happens if I do not answer the incoming call or my friend missed my call, will my friend know that the call was from me?

Yes. Your friend in Singapore will be able to view your mobile number if you have subscribed to Caller Number Display. They will be able to return your call. If your friend is overseas, your mobile number may not be shown to them as this is subject to the arrangement between the overseas operator network that he/ she is logged onto and the service provider that he/she subscribes to.


19
What happens if I initiate a GlobalRoam*116* call one after another?

You may receive a message "Please wait, we are still processing your previous request." Only one call will be successfully connected or you will receive a message accordingly.


20
What if I have initiated a GlobalRoam*116* call from an overseas destination/operator that is not included in this list and received this message "Thank you. Your request is being processed." Should I be expecting this call?

Yes, it is likely that the particular overseas operator you are logged onto supports GlobalRoam *116, so please wait for the incoming call. We would appreciate if you could forward this information (i.e. the overseas destination/operator) to us via 1633 when you are back in Singapore. This will help us to update our list of overseas operators who support GlobalRoam*116, in order for us to serve our customers better.


21
If I am roaming overseas, how do I know if the overseas operator I have logged onto supports GlobalRoam*116?

If the overseas operator supports GlobalRoam*116*, you will receive this message "Thank you. Your request is being processed." after you have initiated a GlobalRoam*116* call. If the overseas operator does not support GlobalRoam*116, you may encounter the following scenarios:
You may receive a message that states "Not Done", "Request Failed", "Request Not Completed" or "Unsuccessful" (the actual message will be depend on your handset) or you do not receive any successful reply message despite repeated attempts.


22
Is GlobalRoam*116 supported by all handsets?

Any latest handset models that are "Phase 2 compliant" will support GlobalRoam*116*. Please note that BlackBerry 6720 does not support GlobalRoam*116*.


23
Why do I keep getting the message "Sorry, the service is temporarily unavailable, please try again later" when I try to initiate a GlobalRoam*116* call?

There are 2 possible reasons:

o   there is network traffic congestion at that point in time; or
o   the system is undergoing service maintenance.


24
If I am roaming overseas, am I able to make a normal outgoing IDD call using GlobalRoam*116*?

No. GlobalRoam*116* does not support normal outgoing IDD calls. To make a call, simply follow these steps:

o   Turn on your handset to be logged on to a foreign operator network in the destination you are roaming in.
o   Dial *116<Country Code><Area Code><Telephone Number># and press the DIAL button.
o   You will see this message on your mobile phone "Thank you. Your request is being processed."
o   The party that you are trying to contact will receive an incoming call, and you will see "Private Number" or "Withheld" on your mobile phone when you receive a "call back".
o   While the intended party picks up the call, he/she will hear an announcement "You've an incoming call. Please hold while we try to connect you."
o   While the intended party is holding the call, you will receive an incoming call (i.e. the "call back"). Once you pick up the call, you will be able to talk to the intended party.


25
Can my friends leave voice messages in my voicemail while I am overseas?

No. Once you log on to the foreign network, your friends and relatives cannot deposit voice messages to your voicemail. However, your friends can deposit voice messages by following these steps.

1.     Call 1302/ 98501302
2.     Key in your mailbox number, which is your StarHub Prepaid number followed by the # key
3.     Deposit the voice message for you and you will be notified via SMS
4.     Press *9 when finish depositing the message or just hang up.

You will be notified via SMS to retrieve your voice messages.


Prepaid Roaming Charges


1
What charges do I have to pay for using Prepaid Roaming to call or send SMS?

You can check the call and SMS rates per destination here.


When you use Prepaid Roaming to call, you only pay the published rates depending on which country you are roaming in. There is no call-setup charge for each successful call you initiate.


2
Are there any minimum set-up charges for using Prepaid Roaming?

No, you only pay the published rates depending on which country you are roaming in.


3
Do I need to maintain any minimum card balance in order to make/receive a call while roaming?

No. There is no minimum card balance to make/receive calls while you are overseas. However, it would be good to ensure that you have sufficient balance on your StarHub Prepaid Card as you may not be able to complete your conversation if your card balance is running low.


4
Do I get charged for receiving SMS while roaming using Prepaid Roaming?

No, you will not be charged for receiving SMS while roaming.


5
What does my friend pay when he/she answers the incoming call to get connected to me?

If your friend is in Singapore, he/she pays the local incoming call charges (if any) imposed by his/her mobile operator. If he/she is roaming overseas, he/she will pay the usual roaming call charges. Charges are effective only from the point when he/she answers the incoming call.


Account Management & Balance Enquiry


1
How do I know what my card balance is after I have made a roaming call?

You can check your balance via StarHub Prepaid App or dial *123#.


2
Will there be charges when I use StarHub Prepaid App and *123# menu when I am overseas?

No, there will be no charges.


Topping Up Overseas


1
How do I top up my StarHub Prepaid SIM card while I am overseas?

You can top up your SIM card overseas via 

a) StarHub Prepaid App
Go to 'Top Up' Tab, choose your preferred methods (Mastercard, VISA, eNets/ Mobile Postpaid Account/ Physical Top-Up Card) and follow on-screen instructions to complete.

b) Dial *123*2# 

This option is only applicable if you have applied for POSB/DBS top-up method or have pre-purchased a Top-Up Card. 


2
How do I know if I have successfully topped up my card?

You can view the new balance on StarHub Prepaid App or you will receive a confirmation message on your mobile phone.


Happy Roam


1
What is Happy Roam?

Happy Roam is a data roaming service for customers to use StarHub Prepaid data in Australia, Canada, China, Hong Kong, India, Indonesia, Japan, Macau, Malaysia, Myanmar, New Zealand, Phillipines, South Korea, Taiwan, Thailand, United Kingdom and United States of America at local Singapore rates. All existing data plans can be utilized for data usage in the above-mentioned countries. Do ensure that there is a minimal balance of $3 in the Main Wallet to use Happy Roam.


2
Who is eligible for this service?

All StarHub Prepaid voice & Internet SIM users will be eligible for this service. Do ensure that there is a minimal balance of $3 in the Main Wallet to use Happy Roam.


3
Will I be charged roaming rates for making calls and sending SMS?

Happy Roam currently only applies to data usage in Australia, China, Hong Kong, Indonesia, Japan, Macau, Malaysia, New Zealand, Philippines, South Korea, Taiwan, Thailand and United States of America. All calls and SMS will be subjected to charges at roaming rates.

We suggest using social messaging apps like Whatsapp, WeChat, Viber etc to make calls or receive calls.


4
Do I need to activate any Roaming services to use Happy Roam?

Roaming Service is active by default for all new Prepaid SIM cards. However you may check roaming settings via StarHub Prepaid App, please navigate to “Roaming” tab. Alternatively, you may dial *123*333# on your prepaid mobile phone. To avoid Pay-Per-Use data charges, please activate a data plan.


Do ensure that there is a minimal balance of $3 in the Main Wallet to use Happy Roam.


5
I have difficulties logging on to the network. What should I do?

Please follow the steps below:

1. Check that roaming service is enabled for your SIM. You may enable roaming service on StarHub Prepaid App or dial *123*333#

2. Check that your device’s APN setting is set to “shppd”. You may also download APN setting on StarHub Prepaid App.

3. Lastly, ensure that your device’s data roaming setting is switched on. You may set Network Selection in your device to “Automatic”.  Please restart your phone where necessary after all settings are checked.


Do ensure that there is a minimal balance of $3 in the Main Wallet to use Happy Roam.


6
How do I set my Access Point Name (APN)?

APN can be set using StarHub Prepaid App: Open app > Roaming Tab > APN Settings. Alternatively, you may set it manually by following the below instructions.

For iOS users:
Check that you have the Carrier setting StarHub 27.2 or above.
Go to Settings -> General -> About -> Carrier -> StarHub 27.2

If yes: 
Go to Settings -> Mobile Data Options -> Mobile Data Network -> Under Mobile Data, key in the following information
APN: shppd

If no: 
Access http://bit.do/shapn from the browser in your device and select 'Install Profile'. Select 'Install' to install the APN Profile.


For Android users:
Go to Settings-> Mobile networks-> Access Point Names-> Key in the following information

APN: shppd
Username & Password: <blank>


7
Would I be charged for excess data usage if my data plan expires or is used up?

Yes, you will be charged at prevailing local (Singapore) data Pay-Per-Use rates.


8
Which data plan can be used for Happy Roam?

All Data Plans are applicable for Happy Roam, excluding free local data awarded with top-up and free local data that comes with SIM card activation. Do ensure that there is a minimal balance of $3 in the Main Wallet to use Happy Roam.


9
How do I check how much data I have utilised?

You may check your data balance and manage your account with StarHub Prepaid App (available on iOS and Android). You may also check your data utilisation through balance enquiry by dialing *123#.


10
Will this service be available for Mobile Postpaid customers?

This service is only available to Mobile Prepaid customers only. Mobile Postpaid customers may surf in multiple destinations across the strongest networks with DataTravel at $15 for 2GB or $20 for 3GB. 


11
Can I access StarHub Prepaid App and *123# self-help menu when roaming with Happy Roam?

Yes, you may access StarHub Prepaid App or *123# to manage your prepaid account on-the-go when you are roaming in Happy Roam destinations with preferred partner network.


12
How do I ensure that I can roam successfully in Happy Roam destinations?

You can follow the checklist below prior to leaving Singapore or download this Handy Guide for reference.



No.

Steps

Preferred set-up method

Set up manually

1

Download StarHub Prepaid App for roaming set up
Tip: Connect to wifi while setting up if you currently do not have an existing Data Pack

Via App Store/ Google Play Store

-

2

Launch StarHub Prepaid App and go to 'APN settings for Roaming'


-

3

Turn on Roaming Service

Roaming Service > Hit 'On' 

Dial *123*333#

Install/ Configure APN Settings

APN Settings > Hit 'Install' or 'Configure' button

For Android:

Ensure that the Access Point Name is set to shppd

  • APN: shppd
  • Username & Password: <blank>

For iOS:
Access http://bit.do/shapn and select Install Profile.

Please ensure you install the APN profile prior to reaching your destination country. Delete the profile when you return to Singapore. 

Activate a data plan 

DataPlan > Hit 'Get More' > Select desired data plan and hit 'Activate button'  

Dial *123*300# 

4

Ensure Data settings on your device/phone is switched ‘ON’ and you may set network selection to ‘Auto’ and you are ready to roam in our Prepaid Roaming destinations

  • Australia
  • Canada
  • China
  • Hong Kong
  • India
  • Indonesia
  • Japan
  • Macau
  • Malaysia 
  • Myanmar 
  • New Zealand
  • Phillipines
  • South Korea
  • Taiwan
  • Thailand 
  • United States of America
  • United Kingdom

13
Is mobile hotspot tethering supported in Happy Roam destinations?

Yes, mobile hotspot tethering is supported. Please ensure that your mobile setting are enabled. iOS users must ensure that your phone supports version 11.0 and above.

For Android users, you can turn on mobile hotspot straightaway.

For iOS users, please follow the below steps to set up before trying to turn on mobile hotspot.
Step 1: Make sure the iPhone is updated to iOS version 11.0 and above
Step 2: Go to Settings> Mobile Data> Mobile Data Options > Mobile Data Network> Under Pesonal Hotspot, update APN to shppd 


14
Why can't I surf on my phone after I returned home?

If you are an iOS user, after you switch back to a non-StarHub Prepaid SIM, kindly delete the Profile “StarHub Prepaid APN” from phone Settings -> General -> Profiles to continue using your home SIM data.

If you are an Android user, after you switch back to a non-StarHub Prepaid SIM, kindly set your APN back to your home APN settings.


15
How do I restore back to my original carrier’s settings?

You need to uninstall “StarHub Prepaid APN” profile from your phone. Once you have uninstalled the profile, your phone will automatically be restored back to the default carrier’s setting.


16
If I am a returning Happy Roam user using an existing SIM card, what are the steps necessary to ensure that I can roam successfully again in Happy Roam destinations?

To ensure successful roaming, please use the StarHub Prepaid App to ensure that your roaming settings are set correctly. Go to the ‘Roaming’ tab:

a)      check that the Roaming Service is turned ON

b)      make sure that you have installed/configured the APN settings according to instructions. Tip: always install/configure prior to your trip again, even if you have done so, just to be sure.

c)       check that you have an active Data Plan that covers your trip duration. If not, activate a data plan prior to your upcoming trip. 

You may have gone through the set-up before, but it is best that you follow through the checklist on question 15 (from step 3 onwards) again.  You can may also download this Handy Guide onto your phone for future reference.