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Frequently Asked Questions

International Roaming

  • International Roaming is by default with new line activation.

    For our existing customers, some may not have International Roaming by default or had deactivated it previously.

    You may check and turn it on or off via Maxis app and Maxis Care portal. On Maxis app, select the line/ service which you would like to check, tap on service details, tap on Value Added Services, 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”.

    If you are a principal line user, you may assist your share/ supplementary users to activate Roaming via Maxis app, go to All Services and select the line you wish to activate Roaming, tap on Value Added Services, check if Roaming box is checked. To switch on International Roaming, check the box and to switch it off just uncheck the box.

  • If your International Roaming service is on; when you arrive at your destination, upon switching on your mobile and connected via our roaming operator, you will receive a message on arrival from Hotlink or Maxis.

    In the message, will state International Roaming service details at the destination country:

    • 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.
    • Call Maxis Customer Service for FREE by dialing *123#

    * It is advisable that you SWITCH OFF data roaming on phone settings and only SWITCH on once you have arrived at your destination or when there are no data passes available and data roaming is on pay per use to avoid bill shock.

  • There is no monthly subscription for International Roaming, your International roaming usages are charged on pay-per-use and in the form of passes such as DataRoam Pass. 

  • You may check your International Roaming activation status and turn it on or off via Maxis app and Maxis Care portal. On Maxis app, select the line/ service which you would like to check, tap on service details, tap on Value Added Services, 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”

    Or you can give us a call at *123# when you are abroad. 

    Tip:- If your line is a supplementary or share line, please get your account owner/ principal line user to assist with activation via Maxis app or call in for activation. 

  • If you need assistance while abroad, dial *123# from your mobile phone.

  • You can check roaming rates easy 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.

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

    https://www.youtube.com/watch?v=McgMa3xzTic&list=PLbl2ILY0ZTYsO4AInjv0SsuqQ3LXK9i0G&index=5

  • You can be a smart traveler 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, 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/

  • There  are 2 ways. 

    1. Maxis roaming service enables call and SMS within all roaming partners networks well as Data connections in most countries. You can get the info on services and rates here
    2. If you are already travelling, when you switch ON your mobile upon arrival, you will will receive a Welcome SMS indicating the network you are hook up to as well as the available services. 

     

    For countries where there is NO data roaming, it is advisable to SWITCH OFF Data Roaming on your phone settings and use other alternative means. 

  • Use our Roam 120 service to enjoy better savings whenever you call home from overseas.

    To use, dial *120*<country code><area code/mobile prefix><phone number># to call.

  • Charging block for call to Malaysia from abroad is 60 seconds.

  • If you have enabled VoLTE on your phone and currently using it in Malaysia, you will enjoy VoLTE seamlessly when you roam in Korea with SK Telecom or AIS in Thailand.

    If you have yet to enable VoLTE, you just need to enable it on your mobile phone at Setting > Mobile Network > Mobile Data > Enable VoLTE.

    *Steps to enable VoLTE may differ subject to mobile device models.

  • There is no additional charge for VoLTE calls. Your call will be based standard roaming call rate; For rates, click here.

  • VoLTE call is done thru your phone’s dialer, no application and data required to support your call. You just need to ensure you have activated roaming, enabled VoLTE on your phone and roam on the specified operator.

    *Receiving SMS while roaming is FOC.

    **Customer being charged for voicemail while roaming because the call is deemed answered, it is a technical limitation and challenge faced by operators globally. We are still actively seeking for solution.

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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