Roaming packs, Easy Roaming and the moment it goes wrong

Yes, if you are the payment responsible for the line: send the word EASY to 5102 from that number. Corporate lines on an enterprise contract usually have International Roaming already active at no extra cost - check with your company administration first, because if IR is on you do not need Easy Roaming at all.

That is the classic case. From abroad, an SMS only works if the line already has a roaming service on it. With no International Roaming and no Easy Roaming, the message may never leave the visited network. Three ways out: dial *155# on the du number while abroad, have someone call the roaming helpdesk from another number and ask them to switch Easy Roaming on, or the authorised account holder signs into the business account portal and subscribes the line to Easy Roaming there. The portal route is the one to use when the traveller cannot get the SIM to act.

You need one of the two: International Roaming active on the line, or Easy Roaming active. Buy the pack only after one of them shows as active, otherwise the pack sits there unused while the phone charges standard rates.

Nine times out of ten the phone is on a non-preferred partner network. The travel packs are built for the operator's preferred networks in each destination; on any other operator the bundle does not apply and you are on standard rates. Turn off automatic network selection, pick a preferred partner from the country list, then restart the phone. Also check that Data Roaming is enabled in the phone's settings and that the line has the pack confirmed by SMS.

The bundle will not work there, so usage is billed at the applicable standard roaming rates rather than out-of-bundle pack rates. That is why the preferred-partner check before you fly matters more than the price of the pack.

You can hold several one-off packs at the same time, with one exception on the sheet: the 15-day AED 350 voice-and-data pack is bought after the pack you are using has expired, not alongside it.

Immediately at activation, not when you land. Buy the 1-day and 7-day packs on the day you fly, not a week early, and the 60/365-day packs can be bought whenever.

No. The service is only priced while you are roaming on a preferred network abroad; at home the normal plan rates apply.

In destinations where those networks have been retired, only 4G/LTE data is available; voice and SMS need VoLTE on both the phone and the visited network. If your handset has no VoLTE, expect data-only. Check the destination note on the operator's roaming page before you rely on calls.

Call the roaming helpdesk from any number to have the line suspended (they can hold it for five days), then report it for the SIM to be replaced. Also block the device by IMEI with the police report, and change passwords on any account that received OTPs on that number.

Bundle usage is visible in the app and on the self-care data portal; the pack confirmation SMS plus the 70/80/100% alerts are what you quote in a billing dispute. Keep them - a roaming dispute without a reference number is a coin flip.

Yes, with two extra conditions: the wallet needs enough balance for the service and for data, and roaming data is disabled by default on prepaid, so it is switched on from the prepaid service code while abroad or by buying a roaming data pack where one is offered.