INTERNATIONAL ROAMING FAQS
(updated as of 04 September 2008)
1. How much will I be charged for calls/SMS made while roaming?
Roaming calls/SMS/surfing are premium international services and are based on the roaming charges of the Visited Mobile Service Operator. Each may have different rates for different roaming services.
For roaming call/SMS rates of the Top 20 Roaming Destinations, please call *888.
For countries not included in the Top 20 Roaming Destinations, calls and SMS rates are computed based on the following equation:
Roaming Rate of Visited Mobile Service Operator + Charges of Visited Mobile Service Operator + Surcharge = Roaming Charges
Incoming Call Rates
For calls received while roaming, the roaming SMART Postpaid Subscriber shall pay for the IDD portion of the call forwarded from the Philippines to the network of the visited mobile service operator. In some cases, the roaming SMART Postpaid Subscriber may also be charged the local airtime rate applied by the visited mobile service operator as some foreign mobile service operators also charge airtime on incoming calls.
On the other hand, since the caller may not be aware that he is calling a roaming SMART Postpaid Subscriber, the caller will be charged the same rate as if the person he is calling is in the Philippines.
Incoming SMS Rates
Incoming SMS received while roaming is FREE of charge. The sender, on the other hand, is charged the local SMS Rate.
2. What are the basic components of roaming charges?
Roaming charges are based on the following equation:
Roaming Rate of Visited Mobile Service Operator + Charges of Visited Mobile Service Operator + Surcharge = Roaming Charges
3. How often do roaming rates/charges change?
Foreign Mobile Service Operators reserve the right to dictate the charging mechanism and may change this without prior notice to Smart. Smart Communications Inc. has no control over the rates and the applicable charging models that the foreign mobile service operators may impose on the Smart roamers. Factors below also affect the change of roaming rates.
• Subs transfer from one country to another thus change of Mobile Service Operator (rate as well changes)
• Foreign Mobile Service Operators also have various charging models. For example, some start charging upon pressing the SEND button while others start charging upon acceptance of the call by the called party (B#).
4. Will I my service be cut while roaming if I exceed my credit limit?
Redirection depends on the credit rating assigned to your account.
Accounts exempted from redirection*
Due to your good credit standing with Smart, you have been extended the privilege of exemption from system-initiated Redirection even if you reach 100% of your credit limit. This means more calling privileges and opportunities for you to enjoy our Value Added Services (VAS). Should there be a need to further review your usage in relation to your credit limit, our Account Officer will provide proper notification prior to any manual Redirection. This effort will help ensure that any Redirection will indeed be necessary to help you manage your account.
Accounts not exempted from redirection*
Your account will be Redirected as soon as the system detects that your usage has reached or exceeded 100% of your credit limit.
Redirection is a service interruption due to exceeding credit limit at any given time.
5. I received my bill just now and I noticed that it does not show the numbers that I sent text messages to. They all seem to be Smart numbers. I did not send messages to these numbers while roaming. How do you explain this?
Some foreign mobile service operators are unable to provide Smart with the mobile details of those whom you are sending text messages to while roaming, due to limitations in their billing systems. In these cases. The numbers that will be shown in your billing statements are the SMART Short Messaging System Center’s used to deliver your message.
6. How do I request for the details of my text transactions while roaming?
SMS details are not stored.
How come there are some messages with the same time stamp? Are these duplicate charges?
The standard length of an SMS is 160-characters. However, most modern handsets now allow the subscriber to send messages with more than 160-characters. It simply breaks down these long messages into several consecutive messages, each with 160-characters. This is called concatenation. This is why some messages appear with the same timestamp. Each 160 character message portion will be considered as one complete text message and will be charged appropriate roaming rates.
7. There are calls on my bill with almost the same call start and end time. Am I being double-charged? Isn't this multiple charging?
This may happen when you receive voice calls while roaming. There are two components of calls received while roaming. The 1st is the IDD charge from the Philippines to the visited country (Toll Charge column) and the other is the incoming call charge of the visited mobile service operator (Roaming Operator Charge column). Both charges will have to be paid by the roaming subscriber.
Conference calls are also allowed while roaming. So if a roamer calls more than one party at any given time, it will show overlapping call details.
8. I kept a log of every number I called and sent SMS to while roaming and my bill has usages that are not on my list. How can I dispute these charges?
Charges are based on actual CDR's (Call Data Records) generated by the Visited Mobile Service Operator. Please identify the B-numbers in question.
9. Please explain how GPRS/MMS/downloads are charged while roaming.
Charging is based on how much information is downloaded or sent via MMS (per KB). The charges are based on this equation:
Roaming Rate of Visited Mobile Service Operator + Charges of Visited Mobile Service Operator + Surcharge = Roaming Charges
10. These calls were charged but I perfectly recall they were unsuccessful (no answer, busy, dead air, etc.). Why?
Some calls may appear unsuccessful, but when they are picked up or answered by the called party, including IVR, answering machines and the like, these calls are charged.
In addition, foreign mobile service operators also have various charging models. For example, some start charging upon pressing of the SEND button while others start charging upon acceptance of the call by the called party.
Smart Communications Inc. has no control over the rates and the applicable charging models that the foreign mobile service operators may impose on the Smart roamers.
11. What if I accidentally press any digit like zero on my celfone, will I be charged? How much? Why?
Yes. If the number you pressed is a speed dialing for a certain number, your phone will automatically make that call. Even if the number is in the local format, it may have a corresponding number in the country you're in.
12. What if while in transit and my cellphone is not keypad locked, a number is accidentally dialed, will I be charged?
Yes.
13. Do you verify the roaming charges first before reflecting them on the bill?
Thorough tests are done by Smart and Foreign Mobile Service Operators before launching roaming services. These tests ensure that charges are accurate and are in compliance with the GSM Association rules.
14. My brother has a postpaid account with Globe. Globe's billing statement reflects roaming charges in an easy-to-understand format. Why don't you do the same so we subscribers can better understand our bills?
The only area where our bill formats differ is in the presentation of Calls Received While Roaming. Although Globe is able to show the Calling Number, the call details are taken from 2 different sources. The toll charges are based on Philippine time while the roaming partners' charges are based on the local time in the roaming destination. This results in a marked difference in both call time and duration. This makes it very difficult for the subscriber to correlate the details of the toll charges with the airtime charges of the roaming partners.
Our bills, on the other hand, are taken from just 1 source. This allows us to reflect consistent call details (time and duration). This makes it easier for subscribers to understand and remember the calls.
15. How long will it take you to resolve my disputed roaming charges? (weird B-numbers)
Resolution depends on your visited mobile service operator’s advise, some answer after 30 days or more nonetheless we will try to resolve this the soonest.
16. Are Smart's roaming rates cheaper than Globe's?
Since we have the same roaming partners, and the charges are based on our partners' rates, the airtime rates should generally be the same for both. Rates may vary however, in cases when either Globe or Smart have forged special roaming partnership arrangements with certain foreign mobile service operators.