Alert: Beware of

Alert: Beware of

SMS Scam Purporting to be from Maxis

Frequently Asked Questions

Before Roaming

International Roaming - Before Roaming

  • Maxis International Roaming is a service that enables your Maxis Mobile to maintain seamless connectivity for call, SMS and data while you are abroad.

  • How does International Roaming works? International Roaming allows you to get connected with any available mobile provider that has an agreement with Maxis, known as Maxis roaming partner. Under their coverage Maxis users will be able to make and receive calls, SMS and have mobile data connection in most of the countries in the world. 

  • There is no activation and access charges or have your international roaming activated and keep it active at all times. 

    Calls - receiving calls and making calls while roaming are both chargeable based on pay-per-use or in selected countries we offer Unlimited Calls and SMS Pass.  

    SMS - receiving SMS is free and sending SMS is chargeable based on pay-per-use or in selected countries we offer Unlimited Calls and SMS Pass. 

    Data roaming - we have various types of data roaming passes based on number of days to cater different needs. 

    For call and SMS rates and available passes for your visiting country, check here.

    If you have call forwarding and voice mail services, do note that calls forwarded to another number and to your voice mail are considered as calls received and will subject to charge, therefore you are reminded in our messages to turn off your voice mail when you roam to avoid unplanned charges.

  • You just need to ensure your International Roaming service for your mobile line is activated, and that there is available partner and type of service (call, SMS and data) in your visiting country. For the list of available partner and types of services and rates, you may refer here. 

    You may check if your International Roaming service is ACTIVATED/ ACTIVE for your mobile line on Maxis app and Maxis Care.

    Here are the steps on how to verify: 

    On Maxis app: 

    1. select the line/ service which you would like to check,
    2. tap on Service Details,
    3. tap on Value Added Services,
    4. check if Roaming box is checked. To switch on International Roaming, check the box and to switch it off just uncheck the box.
       

    Alternatively, this can be done at Maxis Care under “Manage Value Added Services".

  • Similar to the principal line, you can verify it via Maxis app and Maxis Care with the following steps:

    On Maxis app:

    1. select the line/ service which you would like to check,
    2. tap on Service Details
    3. ap on Value Added Services,
    4. check if Roaming box is checked. To switch on International Roaming, check the box and to switch it off just uncheck the box.
       

    Alternatively, this can be done at Maxis Care under “Manage Value Added Services”.

  • Maxis provides a range of roaming data passes to accommodate customers' travel needs. Type of passes available is different for each country; for the list of countries with roaming partners and available services, you may refer here.

  • Just ensure your:

    • International Roaming service is active. you can verify it on Maxis app
    • Your line is active, and your credit limit is sufficient. For credit limit, you can check via Maxis app and go to Bill. Should you require to increase your credit limit you may submit your request via Maxis Care; go to Bill and choose Manage Credit Limit.
    • Check on the type of service available in the country you are visiting and its rates. We have various types of data roaming passes to cater for different needs, check in advance and even schedule it ahead of time so that you're all connected upon landing.
  • There are few things to take note of: 

    • Maxis Data roaming passes do not cover data roaming on board the plane and cruise;  therefore, do switch ensure your data roaming is OFF or simply on the airplane mode to avoid unplanned usage and unnecessary charges.
    • While on cruise, your cruise may passed by many countries and due to its proximity to the coastal area and you may got connected to our roaming partner's network and start using data without your knowledge due to applications' background update.


    We have single country pass and multi-country pass. If you have purchased multi country pass, do check if all the countries your cruise will stop for land excursion or layover for connecting flight are within the coverage of your pass or you need a sperate 1 day data roaming pass to stay connected on mobile data. 

    For the list of countries with roaming partners and available services, you may refer here.

While abroad

International Roaming - While abroad

  • There is no activation and access charges or have your international roaming activated and keep it active at all times. 

    Calls - receiving calls and making calls while roaming are both chargeable based on pay-per-use. 

    SMS - receiving SMS is free and sending SMS is chargeable based on pay-per-use.

    Data roaming - we have various types of data roaming passes based on number of days to cater different needs. 

    For call and SMS rates and available passes for your visiting country, check here. 

    Alternatively, you may use Maxis app, under your selected line, click on Roaming Rates in Service Details section.

    If you do not have internet access, you may also check roaming rates for calls, SMS and data by dialling *100# select Intl Roaming, select any Country > Other/More Services > Check Rates.

  • The best practice for roaming is ensure you are on airplane mode while in flight and Data Roaming setting on your phone is set to off (when you are not using). 

    After you have landed, you then switch off your airplane mode to get connected to our preferred roaming partner, once connected, you will receive Welcome SMS from us with details of Roaming services (voice, SMS, data) availability; Our roaming partner/ operator(s) and which one comes with 5G roaming.

    Whether data roaming is available, whether it is on pay per use* and any data roam passes and lastly, how to call Maxis Customer Service for FREE by dialling *123#

    If you plan to stay connected only for calls and SMS, then keep your data roaming setting on your phone OFF. 

    If you wish to stay connected for calls, SMS and use data roaming, then switch on your Data Roaming setting on your phone. 

    If you face any difficulty with your mobile or data connection upon landing or located within in our preferred roaming partners' coverage, you may perform the following basic troubleshooting:

    • Restarted your device.
    • Verify if international roaming service is active.
    • Confirmed roaming availability at your location.
    • Airplane mode is turned off.
    • Device and Network setting is according to the required usage
    • Your account is not barred.<
    • If you're not able to use data roaming, You can make calls and send SMS.


    Learn more on the basic troubleshooting while roaming here: https://www.maxis.com.my/en/discovery/travel/roaming-troubleshooting-guide/

  • There are a few possible reasons to this. You may want to check on:

    • Your phone's data roaming setting.
    • be sure you are connected to the right roaming partner mentioned in the Welcome SMS.
    • do check data roaming availability in the country. Note that some countries may not allow data roaming, such as Myanmar, and in certain areas of South Thailand, roaming may be blocked by local authorities.
    • Data roaming may be blocked due to unfavourable rates. In some countries, data roaming can be very expensive. To prevent usage without awareness of the high costs, data roaming may be blocked.
  • You can be a smart traveller and manage your roaming usages by doing the following: -

    • Choose the best data roaming pass available on Maxis’ website, Maxis app or Maxis Care.
    • If there is no data roaming pass available for your destination country, the most advisable choice is to SWITCH OFF Data Roaming on your phone settings and use other alternative means.
    • Do not make unimportant outgoing call.
    • Do not send unimportant outgoing SMS*.
    • Do not answer unimportant incoming call (answering calls while roaming is chargeable based on incoming call rates).
    • Do SWITCH OFF Data Roaming on your phone settings till you land in your destination country to avoid data charges during transition while on Maritime (cruise ship), OnAir/Aeromobile (aircraft) or pay-per-use usages.
    • *Receiving SMS while roaming is FOC.
    • To learn more on roaming and tips to save your for any inconvenience https://www.maxis.com.my/en/discovery/travel/be-a-smart-roamer/
  • If you need assistance while abroad, dial *123# from your mobile phone. 

After Roam

International Roaming - After Roam

  • Please watch this video to understand the roaming charges in your bill sections.

  • Switch off Data Roaming on your phone setting upon your arrival or when you are not Data Roaming is not required. 

    To ensure, you can fully utilise your Maxis service back home, just be reminded to switch on your voicemail and call forwarding services if you have switched them off before roaming.

Take a global tour with Maxis Roaming

The FAQ’s are meant for clarification purposes only. The FAQ’s may be modified from time to time. Please refer Terms of Use and Terms & Conditions of the products and/or services for more information.

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