Travel Pack & International Roaming - Activation, Usage Rules & Troubleshooting Guide

Purpose

This document provides detailed information for CommsChannel partners and frontline (L1) support teams to assist customers with Travel Pack and International Roaming (IR) services. It includes product conditions, activation behavior, troubleshooting steps, and escalation guidelines to ensure smooth customer experiences when using mobile services overseas.

1. Overview

Travel Packs allow customers to use their CommsChannel mobile service while travelling overseas in eligible countries. These packs include Data, Voice, and SMS allowances valid for a specific duration, ensuring predictable roaming costs and continuous connectivity.

Two types of Travel Packs are available:

• 7-Day Travel Pack – 5GB data, 30 minutes, 30 texts, valid for 7 days

• 14-Day Travel Pack – 10GB data, 60 minutes, 60 texts, valid for 14 days

2. Travel Pack Conditions

2.1 Available Packs & Inclusions

2.2 Eligible Destinations

Travel Packs are valid only in supported destinations. If a customer is in a country not included in the eligible list, standard roaming rates apply even if a pack is active.

Eligible Countries:
Austria, Belgium, Brazil, Bulgaria, Cambodia, Canada, Chile, China, Colombia, Croatia, Czech Republic, Denmark, Egypt, Estonia, Fiji, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Kenya, Latvia, Lithuania, Luxembourg, Macao, Macedonia, Malaysia, Mexico, Netherlands, New Zealand, Nigeria, Norway, Papua New Guinea, Philippines, Poland, Portugal, Qatar, Romania, Russia, Samoa, Saudi Arabia, Singapore, Slovak Republic, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Tonga, Turkey, UAE, UK, Channel Islands, Guernsey, Isle Of Man, USA, Vanuatu, Vietnam.

3. Activation & Renewal Rules

• Travel Packs can be purchased manually or are triggered automatically when roaming in an eligible country.

• When scheduled in advance, the pack activates and deactivates automatically based on preset start and end dates.

• Auto-renews at the end of the 7-day or 14-day period if the customer remains overseas.

• Stops automatically when the customer returns to Australia and latches onto Telstra Wholesale.

• Immediate renewal occurs if any single resource (data, minutes, or texts) is exhausted before expiry.

• No carryover of unused resources upon renewal.

• Billing commences from the day the Travel Pack becomes active (i.e., upon first usage or when detected roaming).

4. Preliminary Eligibility Check

Before troubleshooting, verify the following:

1. Travel Pack Activation: Confirm a valid 7-Day or 14-Day pack is active.

2. Destination Coverage: Ensure the customer is within one of the eligible countries listed above.

3. Account Status: Confirm the service is active and not suspended for billing or payment reasons.

If any of the above checks fail, inform the customer before proceeding with troubleshooting.

5. Troubleshooting & L1 Support Guide

5.1 Diagnostic Questions

Collect the following information to help identify the issue:

• What is the customer’s current country or location?

• Which Travel Pack is active (7 or 14 days)?

• When was it activated?

• What is the main issue? (No Signal / No Data / Cannot Call / Cannot SMS)

• Has the device been restarted since arrival?

• Has the customer tried manual network selection?

• Can they see available networks when scanning manually?

• Device details: make, model, and OS version.

• Is the SIM in slot 1 and active for data (if dual-SIM)?

• Has the SIM been tested in another phone?

• Are Mobile Data and Data Roaming turned ON?

• Is Airplane mode OFF?

• Are any error messages displayed when using data, calls, or SMS?

5.2 Step-by-Step Troubleshooting

For Both iOS and Android Devices

1. Turn Airplane Mode ON, wait 10 seconds, then turn it OFF.

2. Restart the device.

3. Go to Network Settings and perform manual network selection.

4. Choose a preferred roaming partner if available.

5. Ensure Mobile Data and Data Roaming are both turned ON.

Android Specific

• Settings > Network & Internet > Mobile Network

• Data Roaming: ON

• Preferred Network Type: Auto (5G/4G/3G)

• Network Operators: Search manually, select partner network

iOS Specific

• Settings > Mobile Data > Mobile Data Options

• Data Roaming: ON

• Voice & Data: Auto (5G/4G)

• Network Selection: Turn OFF automatic and manually select a network

5.3 Device & Hardware Checks

• Ensure SIM is not physically damaged.

• If using eSIM, confirm the profile is active.

• Test the SIM in another known working phone.

• Check for latest software updates.

• Disable any battery optimization or data-saving features that restrict roaming.

6. When to Escalate to L2 Support

If all L1 checks are completed and the issue persists, escalate to CommsChannel L2 with the following details:

• Customer name and service number

• Current country and roaming network name

• Travel Pack type and activation date

• Device make, model, and OS version

• Screenshots of network selection and data/roaming settings

• Description of troubleshooting performed

• Any error messages or observed behavior

Submit escalations via the CommsChannel Customer Portal or email helpdesk@commschannel.com.au with the subject line: Travel Pack Roaming Issue – [Service Number]

7. Notes

• Travel Packs activate upon detection of roaming usage or at the scheduled start date.

• Charges apply based on actual usage and coverage area.

• Each pack renewal provides a full refresh of inclusions; no rollover applies.

• Using the service outside of eligible destinations may incur standard international roaming rates.