vRoam FAQ

You also have a vSIM number to give to people to call you directly, if you choose to do so. The vSIM number is a UK mobile number (with an additional US number if you have notiified us you are travelling to the USA).

How quickly can I get one?

We dispatch vSIMs by courier (for security and to allow tracing) from our Sydney office. Courier to most towns in Australia is next-day delivery, if ordered before midday Sydney-time (or same-day to Sydney addresses if ordered before 10am).

Best however is to order well in advance - we hold orders and generally dispatch 3 business days prior to your departure (for vSIM Trip) so you don't pay for any extra days. We take account of public holidays. If you want earlier delivery, please order with an earlier departure date.

How do I check my voicemail when vRoaming?

The easy and cheap option is to use the vSIM voicemail. Access your voicemail with a simple 3-digit code; full instructions are included in your vRoam vSIM pack.

By using the vSIM voicemail, you save by only having to pay a local call to retrieve messages, rather than an international call back to your normal voicemail box.

What about Australian prepaid users?

Pre-paid mobile users can also take advantage of vRoam. However, you will need to:

1. Ensure that your phone is not sim-locked so that the vSIM will work in your phone

2. Ensure that your phone can Divert All calls if you want the FollowMe service

3. Ensure that your phone will work in the country you are going to.

You should check these with your service provider.

Is my phone compatible?

For most countries, your phone must be a dual band (or better) phone; it must be able to work on GSM1800 and GSM 900. Most recent model phones in Australia are dual band or better. See here for more details.

Your handset needs to be unlocked, i.e. it must be able to work with another carrier's SIM card.

For the USA a tri-band phone is required, i.e. it needs to operate on GSM1900.

For Japan and South Korea, a 3G phone is required, specifically one that operates on 3G 2100.

For some countries in South America, a phone that works on GSM 850 and/or GSM 1900 may be required (these are sometimes known as "quad-band").

If you are unsure about your phone please check with vRoam BEFORE you leave.

Can I send and receive SMS?

Yes, you can send and receive SMS messages. You will need to give people your vSIM phone number for them to send you SMSs.

Alternatively, you can swap simcards periodically to receive SMSs sent to your normal mobile phone number.

How do I pay?

With vRoam's vSIM you only pay for the calls you make. No credit expires and no topups are needed. You are provided with a fully itemised bill detailing all your calls. However, vRoam will take a deposit which will be credited to your account, or returned to you. Calls are charged to a nominated credit card.

Locked phones - when the phone is switched on it displays 'Insert SIM' or 'Enter Code'

Handsets bought directly from Networks may be subsidised as part of a package. The Network may also 'lock' the phone so it cannot be used when another SIM is inserted and these messages are characteristic of this. Contact your network operator to unlock the phone, or use an alternative phone.

Other locked messages include "Phone restricted" or "Enter subsidy code" or "Phone locked".

iPhones are a special case - they may require synchronising with an iTunes account to complete the unlocking process.

How do I make calls?

vSIM uses a "call-back" system. When you dial, the phone will drop the call and send a message asking our switch to call you straight back. Answer this when your phone rings and you'll be put straight through. The first time it might seem a little strange, but it will soon become natural.

What numbers do I dial?

All telephone numbers in our network must be entered using the international format. First the country code, followed by the national area code and then followed by the required telephone number. For example: to call NSW in Australia: +61 2 9XXX XXXX. Then press "send" and await the call-back.

To dial any number, use + country code (even if you are dialling a number in the same country), followed by the area code and number. Do not use 0011 or 00 or 011 as the prefix. All short codes, such as “121” for Voicemail, work within this dialling format and do not require any additional country codes etc. - you dial them exactly as listed in your instructions.

Some examples for international numbers:
Australian mobiles       +61 4XXX XXX XXX (leave out the leading 0 of the local number)
London fixed line         +44 20 XXXX XXXX (leave out the leading 0 of the local number)
UK Mobile                     +44 7XXX XXX XXX leave out the leading 0 of the local number)
New York                    +1 646 XXX XXXX
Rome fixed line            +39 06 XXXX XXXX (do not leave out leading 0 of local number - this is just for Italian fixed lines)
Italian mobile                 +39 33 XXXXX XXXXX (do drop the leading 0 of an Italian mobile)

For more dialling tips, please read these articles.

vSIM can work in all GSM mobile phones. Most phone models use normal dialling.

vSIM is designed to work with a particular function of the handset software standard called the Sim Toolkit (STK). Unfortunately, not all handset manufacturers conform to this standard in all their phones or even across different firmware versions in the same models of handset. vSIM is designed to provide service even for these phones, by using the "alternate dialling" method (see your instructions).

Emergency Number Dialling

Every mobile user should use the international standard for emergency services which is 112. This dials normally on the network (even without a SIM in the handset) and we do not interfere with this in any manner (same for 911 and 999). A emergency calls will be put through as appropriate by the roaming carrier.

What profile do I select

If you've told us on your application that you will travel to the USA, your vSIM will prompt you to select a profile when you turn it on. In most of the world, select the "Global" profile, in the USA select the "USA" profile, and in Italy select the "Prime" profile.

Selecting a profile with an iPhone is a little different - use this document to help you.

Network Coverage

The countries we cover are in our price list. If you wish to know if there is coverage in a particular part of a country you plan to visit, please contact us.

Technical help

If you need help to use your vSIM, you can send an email to support@vroam.com.au, or

call our technical support line on +61 2 9519 2258, or

SMS to +61410091534