What is Roaming Simple International Roaming?
Roam Simple International Roaming provides you GSM cellular phone service in a host of countries around the world, where Roam Simple has established discounted International Roaming arrangements with carriers in those countries through its carrier partner o2 Telefonica UK.
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How does International Roaming work?
When you arrive at your overseas destination, just turn on your phone, wait for approximately 30 seconds and you will be automatically connected to a local network that has a roaming agreement with o2 Telefonica's international provider. Please note that there are often a number of networks in a single country, so you can select the one you want to if you wish. For information on how to select different networks, please consult the owner manual for your phone. Some phone models may not automatically connect to an overseas network, and you may need to manually select and log-on to a local network in the country you are visiting. Please refer to your phone manual for instructions on how to do this.
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How do I make a call?
Placing an International Call
When placing an international call you must dial the international Direct Dialing (IDD) prefix first, followed by the country code, area code and the phone number. To dial the IDD on a cell phone you need to dial 00 or the + sign.
Example: To call back to North America, dial: +1 followed by the area code and phone number or 00 1 followed by the area code and phone number
Example: Calling 212 555 1212 a number in United States, dial + 1 212 555 1212 or 00 1 212 555 1212
Placing Local Calls
When placing a local call (a call within the country you are visiting) dial + or 00, followed by the country code then the phone number (exlcuding any leading 0).
Example: Calling 33 (0) 668 889 999 a local number in France, dial + 33 668 889 999 or 00 33 668 889 999
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How do my contacts dial my cell phone number?
How others can call you on our Roam Simple service: People calling you from an international location must dial the required international access code, the country code, and your cellular number. In this case, the 0 is not required.
Persons calling locally must omit the country code and include the bracketed '0'.
Example: If you are in France and your number is 44 (0) 785 555 5555 callers dial:
From North America 011 44 785 555 5555
From Anywhere in the World (exlcuding the UK) 00 44 785 555 5555
From within France 00 44 785 555 5555
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Where can I find international country codes?
Use the tool below to find the number you must use to dial an international call. http://www.countrycodes.com
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Which frequency bands do you need in your phone?
If you're traveling internationally, for the most flexibility you should have a phone that contains at minimum the international frequency bands 900 MHz and 1800 MHz. If you are using the phone in North and South America as well, then you will want a phone that features 850 MHz and 1900 MHz GSM bands. Please contact us if you require any additional information at 1.866.572.7699 or by email at info@roamsimple.com
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How do I install the Roam Simple SIM in my cell phone?
Carefully remove the small SIM card chip from the credit card holder and insert it into the SIM card slot on your GSM phone with the gold connectors facing down. On most phones this is located behind the battery. Please refer to your cell phone manual for details on your model.
After inserting the SIM chip and powering your phone on, your cell phone will register on the closest GSM network in range. If you receive an error message such as "Insert SIM" or "SIM Card Error", double check to make sure that you have inserted the SIM correctly and not backwards or upside down.
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Are the SIM cards active or do I have to wait to get overseas before I can activate the service?
All SIM cards are active upon receipt. Your international cell phone number is pre-assigned and will be clearly labeled on the SIM card itself and within the accompanying User Guide. You can feel free to distribute your cell phone number to all your contacts prior to your departure.
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How do I change my address?
You cannot update your address through your Account Page. You will need to contact Roam Simple directly at billing@roamsimple.com and provide your address that corresponds to your credit card on file.
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How do I change my email address?
You can update your email address through the My Account page at www.roamsimple.com.
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How do I change my credit card details?
You cannot update your credit card details through your Account Page. You will need to contact Roam Simple directly at billing@roamsimple.com and provide your new credit card details.
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How do I contact the Billing Department?
You can e-mail the Roam Simple billing department at billing@roamsimple.com or call us toll free at 1.888.572.7699.
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When will I be billed?
When you place your order on-line your credit card will immediately be charged for the SIM card, delivery and any optional hardware and services you have purchased.
You will be billed approximately 7 days after your first usage for any airtime usage incurred.
Once the chargeable call records have been received from our International Carrier partner you will be notified by email from Roam Simple to view your call detail summary through the My Wireless Account page at www.roamsimple.com
All airtime charges are immediately posted to your pre-authorized credit card on file.
See Charges and Billing details noted in the Terms and Conditions here.
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When is my credit card charged?
If there is any airtime usage incurred on your service your credit card will be charged depending on your service. The UK, Europe, World, Apple, and BlackBerry services are billed weekly.
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How do I report a lost or stolen phone?
If your SIM card becomes lost or stolen you must contact Roam Simple immediately. You will be responsible for all charges until Roam Simple has received confirmation by the provider/carrier that a suspension or cancellation of the account is successful.
Contact Roam Simple immediately at + 1 416 572 7699 or by email at support@roamsimple.com.
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Do I need to sign a contract?
With Roam Simple service there are no contracts required. Your service is valid for 12 months and there are no monthly fees. You can cancel your service at any time without penalty.
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Do rates change depending on the time of day that I place a call?
No, Roam Simple airtime rates are the same 24/7.
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I already have a mobile handset. Can I use it with the Roam Simple service?
As long your as your handset is "unlocked" (is not exclusively provisioned to work with a unique carrier), you can use it with any Roam Simple SIM card. We do offer excellent new dual-band and quad-band handset(s) at a very reasonable price.
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Is there a limit on the number of minutes I can use?
There are no limits to usage. Give it a try. One month for the most part has 43,200 minutes!
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How long is my service valid for?
All SIM cards have a valid service period of 12 months from the date of purchase. You will be notified upon the anniversary of your purchase date to confirm if you wish to cancel the service or if you wish to renew it for an additional 12 months for a fee of only $9 (Apple, World, UK, Europe, and BlackBerry BIS SIM Cards apply). Please note: BlackBerry BES SIM Cards and USA Cell Phone Services are renewable at $99 per year. If at any time you wish to cancel your service you must email us at info@roamsimple.com.
The SIM card will at all times remain the property of Roam Simple
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Will I be charged long distance in addition to the per-minute roaming rate?
All calls you make or receive while roaming internationally are charged at the per minute rate as posted on our website with no additional long distance or roaming charges. While roaming internationally, calls deposited to your voicemail (when phone is "active" and if busy/no answer) will result in a charge as an incoming call rate.
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Will I receive an Invoice for my Phone and/or SIM card Purchase?
Roam Simple will not automatically issue receipt of purchase. If you require an invoice please login on line at www.roamsimple.com and select My Wireless Account where you can download a PDF statement.
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What's the difference between prepaid and postpaid?
Postpaid is the conventional method of payment for wireless service where a client pays for services and usage after consuming the services (i.e. getting a monthly charge after the month is over and the service used).
Prepaid is a method of payment for wireless service that allows a client to prepay for a set amount of airtime in advance of actual usage. Generally, a client's prepaid account is debited at the time of sale so that actual usage can't exceed the prepaid amount until an additional prepayment is made.
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How does the billing process work?

1. The purchase price of the SIM card and any hardware, accessories and delivery charges are debited from your credit card prior to shipping.
2. All call charges incurred will be debited from your credit card weekly or monthly (depending on your service) following your usage
3. We will send you an email notification when your call details are available for viewing. Detailed call charges will be available to view on line at www.roamsimple.com through the My Wireless Account page.
4. There are no monthly fees. You only pay for your call charges you have incurred. If there are no call charges you will not incur any charges.
5. All SIM cards are valid for 12 months after which you may renew your sim card from only $9 for an additional 12 months. If you no longer require your service you can cancel at anytime without penalty

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How do I check my call details on line?
To view your call details please execute the following on line at www.roamsimple.com

1. Click on My Wireless Account
2. Enter your email address and password when prompted
3. You will be diverted to the Account Overview page - click on the View Calls button

You will now see a complete list of all your usage and charges.
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What is a Post-Paid service?
Post-Paid simply means we bill you for the airtime charges you incur and you dont have to worry about Pre-Paying for airtime minutes. See how we are Better Than Pre-paid. Unlike traditional Pre-Paid services with Roam Simple:

1. You will be billed only for the airtime charges you have incurred one week following your usage (depending on your service)
2. There is no need to purchase airtime in advance which is makes our service that much more convenient.
3. You never have to reload or recharge your SIM card with additional credit

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What is Roam Simples refund policy?
Please read our refund policy here.
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How am I billed for my calls?
The price that we quote for the call charges is the final price you pay per minute. There are no additional fees or hidden charges that will get added to the prices posted on line.
There is absolutely no deposit to pay.
In fact, we are one of the very few international cell phone companies that can tell you exactly what every possible call on your international cell phone will cost.
Even online itemized billing is free of charge with unlimited access to your own secure online account.
Please note: For Apple, UK, Europe, World SIM and BlackBerry SIM card customers Roam Simple will charge your credit card every 7 days.
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There is a charge on my credit card what is this for?
Charges from Roam Simple will always appear on your card with the reference; Roam Simple Wireless
We do not charge your credit card for every call individually, mainly because this will clutter your credit card statement with several different charges. Instead, we charge weekly for the Apple, UK, Europe, World, and BlackBerry SIM cards
We recommend that you check your itemized listings online at http://www.roamsimple.com/billing/index.aspx to review the calls you have made before you contact us with a billing query.
If you do have questions regarding your statement or call charges please do so only via e-mail to billing@roamsimple.com Please include the details of your query, your complete name, account number and international number and a representative will return your query within 5 business days.
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Why are you charging me for calls when I have returned from holiday?
We do not receive the charges for your calls immediately. We have to wait for the individual networks across the world to provide us with the data electronically, after you have made the calls.
Usually this information is provided within a few days, however occasionally we do receive data anywhere from a few weeks to a few months later.
We apologies for any inconvenience this may cause; however this is explained within our Terms and Conditions
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I have not received a bill for usage in the post. Why?
We practice "Green Policy" and thus we encourage our customers to retrieve all their call records via online billing!
We implemented on-line billing only for the following reasons:

• To help keep customers informed of their call spend no matter where they are in the world (as long as they have internet access).
• To make sure all customers have access to the most up to date itemized call information on their accounts as soon as possible.
• To help reduce the amount of paper used by our business so we can all help to protect the environment.

If you would like a statement emailed to you we can provide you with one, however this is now chargeable at $5.00 per statement. This request can take up to 5 business days to generate.
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Will you disconnect my SIM card if you are unable to charge me for the calls?
Disconnection of phone service is not something we take lightly but, in some circumstances, it is a necessary precaution.
We inform you of unpaid charges by e-mail and we will attempt to reach you on your international number as well.
However, if we are unable to contact you we will suspend or disconnect your service immediately.

You must inform us of any changes to your credit card details. If we are unable to take payments we may suspend the service until outstanding charges are taken. Our credit card transactions are processed at our billing centre in Canada; Prior to travel you are advised to notify your credit card company to expect charges from Canada.
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Can I use my current GSM device to roam internationally?
Possibly, but not always. It is important to determine if your wireless device will roam on the frequency of the wireless carrier in the country you are visiting. If you're traveling internationally, for best results you should have a phone with both the international GSM bands - 900 MHz and 1800 MHz. If you plan on using it in the US, too, then you'll also want a phone that supports the 850 MHz and 1900 MHz GSM bands.
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Can I access data services while traveling abroad?
Text Messaging is typically available in all countries in which Roam Simple has international voice roaming service (about 200 countries). GPRS data services is available on the following services: UK, Europe, World, and BlackBerry SIM Cards.
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What steps should I take if my data services are not registering?
If you are having difficulty using data services, try these trouble-shooting steps:
Try manual scanning: Settings>Network>Change network selection to manual>Click scan for new network>Select a network other than the one on which you are currently registered.
For PDAs: Remove battery and reinsert.
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With iPhone, Smartphone (PDA) or BlackBerry do I have unlimited data usage when I travel outside the U.S. or Canada?
While using data on iPhone, Smartphone (PDA) or BlackBerry data international rates apply and are charged as low as $0.008/KB unless you purchase a Data Bundle (available only for Apple SIM Cards). Please refer to each individual product page for specifc voice and data rates.
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What's an unlocked cell phone?
An unlocked cell phone is compatible with any SIM card from any carrier. Whereas, a locked phone may only be used with a SIM card from a particular carrier. If your phone is locked dont panic - contact your domestic carrier to obtain the subsidy password or unlock code which will unlock your phone. If they cannot provide you with one then consider one of our unlocked, quad-band GSM 850/900/1800/1900 international cell phone starting at only $49.

An international cell phone is classified as a GSM mobile phone that operates on the GSM 900 and GSM 1800 frequency. An international cell phone with the appropriate SIM card, will provide coverage in Europe, Asia, Africa and Oceana. A cell phone that also includes with the GSM 850 and GSM 1900 frequency will expand coverage to include the United States, Canada and a growing part of South America.
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How do I minimize my data charges when I use my iPad or iPhone internationally?
The Apple iPhone and iPad has many robust applications, so it's natural for users to transfer more data on their Ipad or iPhone than they would using other handsets or PDA devices. Roam Simple suggest you purchase a Data Bundle for your Apple product however, if you feel you do not require one we offer the following tips to keep your bill predictable:

• Keep Data Roaming Off
• Utilize Wi-Fi only
• Turn off Auto-Check Function for Email

Getting your device to register on the network if it won't.

• Power off the device
• Remove the SIM card
• Power on the device
• Your device should indicate SIM is required (SIM error)
• Power off the device
• Reinsert the SIM card
• Power on the device

If you continue to have problems after attempting to re-register, please contact Customer Care.
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Lost or Stolen Phone
If your SIM card becomes lost or stolen, immediately report this to Roam Simple. Your service will be disconnected as soon as possible. Unfortunately you will be responsible for all charges incurred up until the time of notification pending a review of your call records.
Roam Simple may require additional information after you report your card lost. Be sure to review the Terms and Conditions.
Contact Roam Simple immediately at + 1 416 572 7699 or by email at support@roamsimple.com if you lose your phone under any circumstance. Until you call to suspend or cancel your service, you will be responsible for all calls made and received on your phone.
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Privacy
You can review the Roam Simple Privacy Police here.
This policy discloses our use of and how we protect "personally identifiable information," which is information that can be associated with a specific individual or which can be used to identify a specific individual. This policy covers Roam Simple, and applies to all personally identifiable information that Roam Simple obtains when a user registers for a Roam Simple service or places an order, including visiting the Roam Simple web site. This policy does not apply to the practices of companies that Roam Simple does not own or control, or to people that Roam Simple does not employ or manage.
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iPhone Tips for International Roamers - Did You Know?
Roam Simple knows that the mobile internet on your iPhone is indispensable to you. That's why we want to remind you that international data usage is charged on a per pay per use basis unless you purchase an Apple Data Bundle.
With iPhone's many internet-based applications, it's natural for users to use more data on their iPhone than they would using other handsets or PDA devices.
International data roaming can get expensive quickly.
For example, opening an email with a 5 megapixel picture in it, or downloading a 3 minute video on YouTube, each takes about 2MB of data. The cost would be about $61, based on pay-per-use international data rates of $.03/KB.
What can you do to minimize your international data charges?
Turn Data Roaming "OFF": Be sure to download and install the latest version of iPhone software from iTunes. These software updates (Version 1.1.1 and higher) will enable the ability to turn on/off data roaming when traveling outside the U.S. By default, this setting will be in the "OFF" position.
To turn data roaming "ON/OFF" tap on: Settings>General>Network>Data Roaming
Utilize Wi-Fi instead of GPRS/EDGE: Wi-Fi is available in many international airports, hotels and restaurants to browse the web or check email.
Turn Off Your Phone's "Auto-Check" Function for Email: Data usage from email can accrue quickly. Check email manually using Wi-Fi instead of having email downloaded automatically to your iPhone. This way you can control the flow of data coming to your phone.
To turn off the Auto-Check functionality tap on: Settings>Mail>Auto-Check and select Manual
Consider Purchasing an International Data Bundle: Purchasing an International Data Bundle can significantly reduce the cost of using data abroad.
See http://www.roamsimple.com/ProductList.aspx for details and international roaming rates.
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What are the WAP settings to access data with my International SIM card?
Data is only available on the following international SIM cards: Apple, World, Europe and UK. WAP Settings are as follows:
Activate data service by configuring the following:
Select Settings
Select General
Select Network
Make sure Data Roaming is set to "on"
Select Cellular Data Network
Under Cellular Data enter the following:
APN: mobile.o2.co.uk
Username: mobileweb
Password: password
Power off your device and power on again

How do I send a text message?
Your cellular number is also your text messaging address. You must follow standard international dialing patterns when sending local and international text messages.
Example: If your cellular number is 44 (0) 785 555 5555, then your text messaging address is: +44 785 555 5555 internationally, and 0 785 555 5555 locally within the UK.
Please refer to your phone user manual for instructions on how to send text messages with your particular phone.
Please note that text messages sent to your North American Direct Connect service will not be forwarded to your Roam Simple phone. Text messages can only be received on your international number.
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Can I send an email text message?
No. All text messages can only be sent mobile to mobile and only by using the phone number as the Text Message address. See more information on how to send a Text Message at How do I send a text message?
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How do I track my shipment?
You will receive an email confirmation and a link to the Fedex website to track your shipment.
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What time will my shipment be delivered?
Roam Simple ships all orders received by 2:00 pm EST via Fedex for Express two-day delivery. Some customers may receive their order by 12:00pm the next business day at no additional charge. At this time we do not provide Saturday or Sunday delivery service.
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What are the Shipping costs?
The cost of Ground shipping is $10 (received in 5-7 business days) and the cost of Express shipping is $20 (received in 1-2 business days) .
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What are the Shipping options?
We offer two shipping options, Ground shipping is $10 (received in 5-7 business days) and the cost of Express shipping is $20 (received in 1-2 business days).
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When are incoming calls considered FREE?
Incoming calls are considered FREE only in the host country of the SIM card (China does not offer Free Incoming calls). For example, if you have a UK, Europe or World SIM card then incoming calls are Free only in the UK because the host country for these SIM cards is the UK. All airtime rates for the host country are posted on each individual product page. Please refer to the Using Your SIM Card in other countries section on each product page for specific rates for the country you are roaming in. Roam Simple is not liable for any misuse or misunderstanding on behalf of the client.
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If I have an unlimited data plan with my domestic carrier do I still benefit from this service if I use the Roam Simple SIM card service?
No. If you currently have for example a service with T-Mobile, ATT or Rogers and you remove the SIM card from your phone and replace it with a SIM service from Roam Simple then you are bound by the rates, terms and conditions set out by Roam Simple. The Roam Simple SIM service is independent of any domestic carrier service.
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