Q1: Is the “Data Roaming Day Pass” available to all customers? Does it cover all kinds of data usage?
A1: “Data Roaming Day Pass” is available to all SmarTone customers with designated monthly service plan subscription. You can go online instantly upon arrival with no SIM swaps and setups, it can be used for email, apps and tethering, excluding peer-to-peer applications and FTP file sharing.
Q2: If the internet is slow or unavailable, what can I do?
A2: If you encounter internet connection or speed issues, you can try the following:
- Turn airplane mode on then off to reset the connection; or
- Manually select other service providers; or
- Reset your phone's network settings; or
- Call our 24-Hour Free Roaming Hotline +852 2793 6397 (only for SmarTone postpaid mobile number).
Q3: What are the charges of "Data Roaming Day Pass"?
A3: “Data Roaming Day Pass” is charged on a per-day-per-destination basis. “One day entitlement” will be charged for each day of data roaming usage per destination. "Each day" is defined as 00:00 to 23:59 local time of the visited destination. For destinations with multiple time zones, the time of the capital of the visited destination will prevail. For covered areas, please visit here.
Moreover, "Data Roaming Day Pass" supports in-flight roaming, a day of entitlement will be counted for its use. If you use in-flight roaming and data roaming upon arrival on the same day, a total of two days will be charged.
Q4: If I use in Mainland and Macau, or in different destinations in Europe on the same day, what are the charges?
A4: One day will be charged for every day you use. 'A day' is defined as 00:00 to 23:59 local time of the visited destination.
Using data roaming in both Mainland and Macau on the same day will only charge one day;
Using data roaming in two or more designated destinations in Europe will charge a maximum of two days.
Q5: Is the “Data Roaming Day Pass” available to all customers? Does it cover all kinds of data usage?
A5: “Data Roaming Day Pass” is available to all SmarTone customers with designated monthly service plan subscription. You can go online instantly upon arrival with no SIM swaps and setups, it can be used for email, apps and tethering, excluding peer-to-peer applications and FTP file sharing.
Q6: Simply enable “Data Roaming” in your phone settings and use in-flight roaming in Aeromobile-supported airlines and aircraft models (updated regularly, please visit https://www.aeromobile.net/airlines/)
A6: We will deduct from the Mainland and Macau data included in the service plan before charging one day for "Data Roaming Day Pass".
Q7: As a "Data Roaming Day Pass" user, can I continue to use roaming data when my daily data usage reaches 1.2GB?
A7: Yes. When daily data usage reaches 1.2GB, a SMS notification will be sent to the customer, who may reply to the SMS to purchase extra full speed roaming data. If no additional purchase for full speed data is made, the data speed will be at up to 512kbps for the Customer to continue with the use of data roaming. The speed adjustment of 512kbps will cease to apply when a new roaming data day charge commences at 00:00 local time of the visited destination.
Q8: What are the charges of in-flight roaming?
A8: One day will be charged for “Data Roaming Day Pass” for an in-flight roaming use.
'A day' for in-flight roaming is defined as 00:00 to 23:59 Hong Kong time. If you use in-flight roaming and data roaming upon arrival on the same day, a total of two days will be charged.
Q9: Why can’t I access certain apps while using roaming data?
A9: All apps that can be used in Hong Kong can also be used when using the SmarTone data roaming service. If the app sets regional restrictions on Hong Kong, customers can’t access certain apps even if the customer is in an unrestricted area. For details, please contact the app’s developer.
