Customer Support, Made Simple

International roaming is when you connect to a mobile network in a country other than the one you reside. This includes making or receiving voice calls and text messages, or browsing the internet, sending, or receiving emails, etc.

Yes, international roaming is automatically enabled for both Prepaid and Postpaid customers—there’s no need to request activation. However, coverage and rates may vary by country, so we recommend checking with Customer Service before you travel to confirm service availability in your destination.

You can accumulate roaming charges simply by leaving your phone turned on while travelling outside your home network – some apps automatically send and receive data even if it doesn’t look like your phone is doing anything. You can, however switch this off this feature. Please see our tips below on how to help manage your roaming charges.

Since Telem has introduced Roam as Home, where roaming rates are more structured per region, there is no need to switch off the roaming feature in your phone’s settings. If you are travelling to regions that falls outside our Roam as Home regions, such as Asia or Africa, you may consider switching off and on the roaming feature in your phone’s settings to manage your roaming charges.  
 
E.g., switch off the roaming feature while in places where Wi-Fi is available for free. In iOS, the toggle switch is under Settings > Cellular. In Android, it’s under Settings > Wireless & Networks > Data Usage

Once you turn off data roaming, you won’t have access to mobile data outside of Telem’s service area while roaming (also while on French Saint Martin).

No, receiving text messages (SMS) is not charged.

Roaming is activated by default through the settings on your phone. While travelling you control if you make a voice call, answer an incoming call, or send an SMS. Since you are not able to control some applications using DATA in the background you can activate/deactivate DATA Roaming to help manage your roaming charges.

• Android:
  • Tap “Settings.”
  • Click “Connections.”
  • Select “Mobile networks.” (3G/4G/auto connect), (we are not 5G as yet)
  • Switch on “Data roaming.”

• iOS:
  • Open Settings.
  • Tap Cellular or Cellular Data or Mobile Data.
  • Then tap Cellular Data Options. (3G/4G/auto connect) Turn on Data Roaming.ap “Settings.”

Check that international roaming is turned on for your account before traveling Check whether the option ‘Data Roaming’ is enabled in your device settings. Restart your device several times while abroad. Try to establish a connection with the different local networks manually through your device settings. One network may provide a more stable connection than another. Should none of the above work, please contact TelEm’s Help Desk via 1-721-548-HELP (4357) for further assistance.

Before you leave confirm with Telem’s Customer Service that Roaming is deactivated on your account.
While abroad turn off DATA roaming, as this stops cellular data use only, but still allows you to connect to Wi-Fi. Do not make nor receive voice calls and do not send SMS.

• Android:
  • Head into your Settings
  • Connections
  • Select Data Usage
  • Tap on Billing cycle and data warning
  • Toggle on Set data limit
  • Tap on Data Limit and type in your new cut off limit, if you tap on  you will be able to choose between MB to GB. Once complete, select
  • Set to apply changes.

• iOS:
  • Open the settings app on iPhone
    • Tap on Cellular
    • Enable Cellular Data toggle
    • Tap on Cellular Data Options
    • Enable Low Data mode toggle.
• To track Cellular Data usage
  • Settings
  • Cellular
  • Cellular Data Usage

Background App Refresh (iPhone/Background Data Usage (Android) runs in the background to allow your apps to search for new information. For example, an email app is constantly updating for new emails (the frequency may vary). When your apps do this, not only is this using DATA, but it also drains your battery. To manage this please follow these steps:

To turn off Background App Refresh for a specific app on your iPhone and iPad

• Go to Settings > General > Background App Refresh. 
• Go to Settings > General > Background App Refresh.
• From the list of apps shown, use the toggle to turn Background App Refresh on or off for each app. 

To turn off background data usage on your Samsung

• Open Settings, then tap Connections > Data usage. 
• From the Mobile section, tap Mobile data usage.
• Select an app from below the usage graph.
• Turn off Allow background data usage.
• Follow these steps for each app you would like to restrict from refreshing in the background

• Disable auto play videos on social media app by changing the app settings
• Limit using location services. Some apps use your current location to help make them more convenient
• Connect to Wi-Fi for activities that use up a lot of data such as streaming videos, downloading apps, or checking maps
• Fully close down your apps when you’re not using them
• Turn off push email notifications so that your device is not constantly looking for emails to download. Manage these notifications in your Push or Sync settings, depending on your device
• To prevent roaming charges completely when traveling, put your phone on Airplane of Flight mode. If you still want your device available for calls or texts, turn data roaming off.