My data plan balance is showing i do not have any balance. Why is that?
The service may be a Data Pool service. In which case, if you query the balance for a specific mobile number, it will show that you have 0.0 GB as your data balance. This is because the service allowance is tied to a data pool.
To check the balance of your data pool, navigate to Services > Data Pool. You will be able to see the allocated data for the pool as well as the used and available data left for the pool.
How will my data be consumed when i have one or more bolt-ons active?
Domestic bolt-ons will be consumed only when your plan data allowance is exhausted (in the order shown below). You should receive an SMS or email notification when it happens. Dial *159# to check your balance.
Dedicated Account Balance | Usage Priority |
|---|---|
| Plan data allowance | 1 |
| 5GB Recurring bolt-on allowance | 2 |
| 1GB Once-off data bolt-on allowance | 3 |
| 1GB Auto data bolt-on allowance | 4 |
I can’t move an existing Mobile to a data pool
To move an existing mobile service to a data pool, please ensure that the assigned customer for both the mobile service and data pool is the same.
At this moment, you are unable to transfer a service from one customer to the other on the portal. If you want to transfer the mobile service from one customer to another, please raise a request to our support team.
Can i check my bolt-ons balance whole roaming overseas?
Yes. Dialling *159# should work to receive your balance enquiry. In some countries *159# may not work, if that is the case you can use #100# as an alternative.
Will I receive 50%, 85% and 100% consumption notifications for bolt-ons?
Yes. Usage notifications will be sent at 50%, 85% and 100% of consumption for every Domestic and International Roaming bolt-on, except for the 1GB Auto Bolt-on.
1GB Auto Bolt-on notifications are only sent when transitioning between blocks (100% notification).
USSD balance enquiry response (*159#, or #100# when overseas) can be used to display the current balance of the user’s bolt-ons.
How do International and Domestic bolt-ons behave when I am Roaming Internationally?
Please refer to the page for more information about this.
How will Mobile Broadband plans receive notifications?
Mobile Broadband plans will receive notifications of allowances, bolt-ons, etc., via email. Make sure you have entered the correct email in the Notification Email field within the Atomic portal.
Will I be charged when receiving a call while overseas?
Yes. This is an industry standard. Check sheet for details.
Will I be charged when receiving SMS while overseas?
No. Receiving SMS is always free of charge, even when roaming internationally.
Will I be charged when receiving or retrieving Voicemails?
Receiving and retrieving voicemail is free of charge on all mobile service plans.
Can’t send SMS using my newly ported eSIM, what do i do?
It is possible that your phone is still trying to use your old SIM profile for messaging. To fix this, you should set your new eSIM as the default for SMS and other communications. Here’s how to do it:
1. Set the Default SIM for SMS:
• Go to: Settings > Network & Internet > SIM cards (or Mobile Network).
• Look for: “SMS messages” or “Default SIM for SMS.”
• Select: Your new eSIM as the default.
2. Check and Set Default for Calls and Data (Optional)
• In the same SIM cards menu, set the new eSIM as the default for mobile data and calls if you want all communications to go through the new eSIM.
3. Restart Your Phone
After making these changes, restart your phone to ensure the settings are applied.
4. Test Sending Messages:
Try sending a text message again to see if the issue is resolved.
5. Clear Messaging App Cache (if needed)
If it still doesn’t work:
• Go to: Settings > Apps > Messages (or your default messaging app).
• Tap on: Storage & cache.
• Select: Clear cache.