Enable International Service, Rates, and Roaming on Mobile

Domestic Roaming, International Calling/Roaming are off by default for all Astound Mobile customers

All conditions must be met before these services are turned on by a member of Care Management

• Verify you are speaking with the account holder
• Account must be Active
• Data install must be complete
• Customer is in good standing / no past due
• Modem must be active and connected to the home network in Merlin

When all conditions are met, follow the instructions below to Enable International on Mobile

• After installation, these features are only controlled in Reach Central​​​

Roaming is the ability to use a mobile device outside of your carrier’s network both domestically and internationally

• Carriers have roaming agreements for many places that allow customers to talk, text or use data
• To see plan rates on Active accounts in Reach: click options under International & Domestic Services
• For inactive lines, go to Tools - International Services

International Roaming Rates: Mobile customer is in another country besides the US and wants to call, text or use data 

• See Mobile International Roaming Rates on our website for details

International Calling: Mobile customer is in the US and wants to call a country outside the US

• See Mobile International Calling Rates on our website for details

To continue, you must authenticate CPNI using one of the methods below

• Two (2) CPNI security questions

• The CPNI PIN and one (1) CPNI security question

• Important: customers cannot opt-out of CPNI verification

• Internal Agents: use BOLT Chat Intent Mobile - Enable International & Domestic Calling/Roaming
• Outsource Partners: send information to vendor.relations@astound.com with your request

Warning for customers who use their data plan with International Roaming

• International Roaming Data is usually an extra charge; those charges can add up quickly
• Rates vary by country and network; see International Rates: Calling vs. Roaming below
• Rates apply to all phone functions, including voice calls, text messages, and internet access
• Important: just like the United States, there may be areas where these services may not work; also known as dead zones

Each time International Roaming is enabled in Reach Central it counts as a Trip

• Each Trip has a data cap of 2GB usage; after 2GB, customers no longer have data access
• For more data access, Toggle International Roaming Off, then On again to reset the Trip counter and provide another 2GB of usage 

Full Error Message

• Something Went Wrong: We're working on fixing the problem. If you need immediate assistance, please contact us at 1-800-427-8686

Message displays if a customer tries to enable these services in MyAstound (web portal and mobile app)

• International LD
• International Roaming
• Domestic Roaming

The Mobile account holder must chat or call into the Call Center to enable or disable these features

• Verify you are speaking with the account holder
• Account must be Active and in good standing with a complete Data install
• The Modem must be active and connected to the home network in Merlin
• All conditions must be met before these services are turned on by a member of Care Management