Roaming User Guide
Roaming User Guide
Travel Preparation
  • For voice and data roaming services, please ensure Roaming^ service is turned on in your account before travelling. If you need to make roaming calls while abroad, please make sure “IDD001 service”# is turned on.
Roaming Service Activate/ Deactivate USSD Code  MyLink
If only voice roaming service is needed, please activate:
International Roaming – Voice only
(Worldwide voice roaming service only. Data roaming service not included)
Press to activate Step 1: Login account
Step 2: Select “VAS Service”
Step 3: Check “Current VAS”
Step 4: Check if related service is activated
If the roaming service has not been activated, please go to “Available VAS” # to activate the service.
If voice and data roaming are needed, please activate:
International Roaming – Voice & Data
(Worldwide voice & data roaming service included)
Press to activate
Deactivate All International Roaming – Voice & Data
(Voice and data roaming cannot be used after deactivation) 
Press to deactivate Follow Step 1 – 3, deactivate the “International Roaming – Voice only” or “International Roaming – Voice & Data” in “Current VAS”

 

  • ^Customers should activate the service before leaving Hong Kong. Local data function is needed to turn on data roaming service. To activate local data service, please press*106*01# (For local data service charge, please visit CMHK website for details). Some of the roaming operators do not support USSD code. If no roaming service is needed, please deactivate the service through USSD code before leaving Hong Kong.
  • # Deposit is needed for IDD001 service. Please visit our shops or contact our customer hotline at +852 29458888/ +852 22117777 (Corporate Customer) to activate the IDD001 service. Please use “Call Back Service” to make calls if IDD001 service has not been registered. (“Call Back Service” is supported in designated roaming locations only).

 

Roaming Network Connection Tips

What should I do if I cannot connect to visited network while roaming?

Step 1

  • Turn off “Flight Mode” of handset.

 

Step 2

  • Reboot your handset.

 

Step 3

  • Select applicable roaming operator manually*.
  • *Please be reminded to change back to auto-search function upon return to Hong Kong.

Android setting:

Settings > Mobile Networks > Network operators > Search netwroks
 

 

iPhone setting:

Settings > Carrier > Automatic > Turn it off
 



Step 4

  • Try again with another handset.
  • Try to insert your SIM card into another handset to check if the connection issue is due to your handset or not.
  • If you have tried the above steps and still cannot resolve the issue, please call our 24 hour customer service hotline at +852 29458888 / 4001204000 (Mainland China) or +852 22117777 (for corporate account) for assistance.

 

Voice Roaming Tips

What should I do if I cannot use the voice service while roaming?

Step 1

  • Reboot your handset.

 

Step 2

  • If you cannot make roaming calls, please check if “Dial Assist” is turned on in the handset. If yes, please turn it off.

Android* setting:

*“Dial Assist” function is only supported in a few android devices.
Call > Settings > Location > Add country code > Turn it off
 

 

iPhone setting:

Settings > Phone > Dial Assist > Turn it off
 

 

  • If you cannot receive calls while roaming, please check if “Do Not Disturb” function is turned on in the handset. If yes, please turn it off.

Android setting:

Settings > Sounds and notifications > Do not disturb > Turn it off
 

iPhone setting:

Settings > Do Not Disturb > Turn it off

 

Step 3

  • Check whether the correct phone dialing format is used
  • Correct dialing format while roaming:
  • IDD001 calling method (Direct Call):
Call to Hong Kong: + +(Hong Kong Phone Number)
Call to other countries/locations: +(Country Code)+(Area Code)+(Phone Number)
  • Call Back^ Service calling method:
Call to Hong Kong: Press Hong Kong Phone Number
Call to other countries/locations: Press (Country Code)(Area Code)(Phone Number)
  • ^ When use “Call Back Service” to make roaming calls, your Hong Kong number will be visible to the recipient. “Call Back Service” is supported by applicable roaming operators only.

 

Step 4

  • Check if you have set any call barring functions through any mobile applications. If yes, please turn it off.

 

Step 5

  • Try again with another handset.
  • Try to insert your SIM card into another handset to check if the issue is due to your handset or not.
  • If you have tried the above steps and still cannot resolve the issue, you can call our 24 hour customer service hotline at +852 29458888 / 4001204000 (Mainland China) or +852 22117777 (for corporate account) for assistance.

 

Data Roaming Tips

What should I do if I cannot use the data service while roaming?

Step 1

  • Check the network display icons on the screen
  • For Android devices, please check if 4G, H+ or H is displayed on the screen. If yes, you are connected to the internet and please try to visit any website using any browser.
  • For iPhone, please check if LTE, 3G is displayed on the screen. If yes, you are connected to the internet and please try to visit any website using any browser.

Android display:

 

iPhone display:

 

  • Check if Wi-Fi Service is turned on. If yes, please turn it off.

Android setting:

Settings > Wi-Fi > Turn it off
 

 

iPhone setting:

Settings > Wi-Fi > Turn it off
 

 

Step 2

  • Check whether mobile data function and data roaming function are turned on.
  • To turn on mobile data function in handset:

Android setting:

Settings > SIM card manager > Data service network > Turn it on
 

 

iPhone setting:
Settings > Mobile Data > Turn it on
 

 

  • To turn on data roaming function in handset:

Android setting:

Settings > Mobile networks > Data roaming > Turn it on
 

 

iPhone setting:

Settings > Mobile Data > Mobile Data Options > Data Roaming > Turn it on
 

 

Step 3

  • Reboot your handset.

 

 

Step 4

  • Check your APN settings.
  • Make sure you're using our Access Point Name (APN) settings.
  • Set APN as “cmhk”.

Android setting:

Settings > Mobile networks > Access Point Names > Set APN as “cmhk”
 

 

iPhone setting:

Settings > Mobile Data > Mobile Data Options > Mobile Data Network > set APN as “cmhk”
 

 

Step 5

  • Select applicable roaming operator manually*.
  • *Please be reminded to change back to auto-search function upon return to Hong Kong.

Android setting:

Settings > Mobile networks > Network operators > Search networks
 

 

 

iPhone setting:

Settings > Carrier > Automatic > Turn it off
 

 

Step 6

  • Try again with another handset.
  • Try to insert your SIM card into another handset to check if the issue is due to your handset or not.
  • If you have tried the above steps and still can’t resolve the issue, you can call our 24 hour customer service hotline at +852 29458888 / 4001204000 (Mainland China) or +852 22117777 (for corporate account) for assistance.

 

SMS Roaming Tips

What should I do if I cannot use the SMS service while roaming?

Step 1

  • Reboot your handset.

 

Step 2

  • Check whether the correct SMS format is used:
Call to Hong Kong: + +(Hong Kong Phone Number)
Call to other countries/locations: +(Country Code)+(Area Code (if applicable))+(Phone Number)

 

Step 3

  • Select applicable roaming operator manually*.
  • *Please be reminded to change back to auto-search function upon return to Hong Kong

Android setting:

Settings > Mobile networks > Network operators > Search networks
 

 

 iPhone setting:

Settings > Carrier > Automatic > Turn it off
 

Step 4

  • Try again with another handset.
  • Try to insert your SIM card into another handset to check if the issue is due to your handset or not.
  • If you have tried the above steps and still cannot resolve the issue, you can call our 24 hour customer service hotline at +852 29458888 / 4001204000 (Mainland China) or +852 22117777 (for corporate account) for assistance.

 

Top