International Calling and Roaming Issues for Mobile

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

• Before troubleshooting, make sure International Calling is enabled

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, click for instruction to Enable International Calling on Mobile 

• Devices may take up to 15 minutes to fully connect to the surrounding towers
• Ask the customer to turn their phone off and back on after a few minutes and test again 

Dual SIM card phones can be used to travel internationally, for separating personal and business numbers and more

• Both Astound and another carrier can be used at the same time
• Ensure the device is fully unlocked for use on any networks
• If the phone is locked to a specific carrier it may block other SIMs/eSIMs from working
• For more information regarding Dual Sim visit our website

• iPhone:  Settings | go to Cellular | Cellular Data Options | toggle to activate/deactivate Roaming 

• Samsung Galaxy:  Settings | go to Connections | Mobile Networks |toggle to activate/deactivate Data Roaming 

• Motorola: Home screen | swipe up |  tap Settings app | Network & internet | Mobile network | choose a SIM | toggle to activate/deactivate Roaming 

• Google Pixel: Home screen | swipe up for all apps | Settings | Network & internet | Mobile Network | Tap Roaming to toggle On or Off 
  • If prompted with 'Allow data roaming?', tap OK 

International Roaming is the ability to use a mobile device outside of the United States 

1. Ensure the account is active in BOLT and International Roaming is enabled in Reach Central
2. Make sure the customer has Roaming enabled on their device
3. Ask the customer to check their device settings for Network Operators

   • Ask the customer for the Network names available, and what happens when they try to connect

   • If there are multiple Networks available, try another

   • One Network may be stronger than another, and some may not support Mobile Data 

4. In Reach Central, make sure there is enough credit available, and the balance is not negative

5. Shut off the phone and then turn it on; do not do a restart 
6. Wait for the device to boot up and get a signal for voice and data 
7. Ask the customer to confirm their APN settings are as follows; if not, ask them to update 
   • Name: Astound
   • APN: wholesale 
8. If the customer is still experiencing International Roaming issues, submit a BOLT Case
9. Click Create Work Order or Technical Case on the Work Orders Tab in BOLT
10. Fill out the information as described below and hit Submit
    • Trouble Call or Tech Case   Trouble Call
    • Service Category                 Mobile
    • Problem Description           International Roaming
    • Select                                   Mobile Line(s) Affected
    • Notes                                   Where issue occurred (street address, landmarks, cross street), Network Operator used, full description

International Calling is when a customer in the US wants to call a country outside the US 

1. Ensure the account is active in BOLT 
2. Make sure the customer has Roaming enabled on their device
3. Ensure the status is Active in Reach Central
   • Suspended Status with pending network reset: possible the system requires tech intervention
   • Other Suspended States: look for bill overdue or a manually-requested suspension (seasonal)
   • Mobile Data Suspended: customer may need additional data
   • Pending Port out request:  SIM swap and Network Reset not available
     • Customer must cancel the request from the new carrier for us to troubleshoot if they haven't ported out yet
4. Make sure International Calling is enabled in Reach Central

   • Make sure there is enough credit available and the balance is not negative

5. Customer must use the correct country code in front of the phone number
   • To dial a country code from a mobile device, hold the number ‘0’ to add the +, then enter the number as normal
6. Restart the Mobile device; ask the customer to turn off the phone, then back on again
   • Data Add-Ons may require a restart if the added data is not working
7. Refresh the SIM/eSIM as it applies to your customer
   • eSIM for iPhone
     • Go to Settings |  Cellular | Turn On This Line with an indicator switch turned green
     • Switch the indicator off to turn the eSIM profile OFF - this will not remove the eSIM profile
     • Customer sees a screen with Cellular at the top and Used as Primary – Phone Number underneath
     • Important: a message displays to add eSIM - Do not do this
       • Instruct customers to click on Used as Primary and select Turn On This Line to switch the indicator back to green
       • Once done, instruct the customers to turn the phone off and back on after about a minute
       • Go to Settings > Phone and check if their active number appears next to My Number
   • eSIM for Android
     • Perform a Network reset on the active phone number
     • A Refresh is not available without removing the eSIM profile entirely
   • Physical SIM for all Devices
     • Power off the mobile device and take the SIM card out
     • Restart the mobile device; allow the mobile device to say No SIM
     • Power off the mobile device again and re-insert the SIM card
     • Restart the mobile device again; allow 5 minutes to completely load
8. Check for a Mobile Signal by turning off Wi-Fi; check for LTE, 4G, or other types of symbols
   • At least one bar of 4G/LTE: ask the customer to access the internet, send an SMS, and make a phone call
   • Make note of any error pop ups for a BOLT case if needed
9. Do a Network reset on the active phone number as a last steps before a BOLT case
10. If the issue is still not resolved, click the Create Work Order or Technical Case on the Work Orders tab in BOLT
11. Fill out the information as described below and hit Submit
    • Trouble Call or Tech Case   Trouble Call
    • Service Category                 Mobile
    • Problem Description           International Roaming
    • Select                                   Mobile Line(s) Affected, device type, dialed number, noise/behavior, date and time
    • Notes                                   Steps takes when error seen, message displayed, if applicable 

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 Calling 
• International Roaming 
• Domestic Roaming 

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

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 these instructions to Enable International on Mobile