International Roaming, International Long Distance, Domestic Roaming Issues

Phase 1: Verification of Account Features (The "Feature" Check)

Before investigating network errors, confirm that the customer is actually provisioned for these services.

1. Navigate to Features (PC92): Open the Features (PC92) module in the customer's account.
2. Verify Feature Status: Scan the Feature Name list for the following:
   • International Roaming: Look for features like RMRZ1, RMRZ2, or RMRZ3 (as seen in your provided image). Ensure the required roaming feature is marked Active.
   • International Long Distance (ILD): Ensure any features related to international calling are marked Active.
   • Domestic Roaming: Check that standard roaming features (included in RMRZ1, RMRZ2, etc.) are enabled.
3. Action: If a necessary feature is Inactive, click the Activate button and wait for the success confirmation.

Phase 2: Customer-Side Verification

If the features are Active, the issue is often related to the device settings.

1. Data Roaming Toggle: For roaming (Data/Voice) to work, the customer must have "Data Roaming" enabled in their device’s Cellular or Network settings. It is disabled by default on most devices.
2. Network Selection:
   • Manual Selection: If in a roaming area, advise the customer to go to Settings > Network Selection and switch from "Automatic" to "Manual." They should then select an available network partner from the list.
   • Restart: A full device restart is required after changing roaming locations to force the device to handshake with the new foreign tower.
3. ILD Dialing Format: Ensure the customer is using the correct international dialing format: + or 011 + Country Code + Phone Number.

Phase 3: Telgoo5 & Carrier Diagnostics

If the features are active and the device settings are correct, investigate the network backend.

1. Query HLR (PC92): Click Query HLR at the top of the Features (PC92) screen. This will show you exactly how the carrier’s HLR views the customer's line. Look for:
   • Provisioning status: Does the HLR show international roaming as "Allowed"?
   • Restrictions: Is there a "Barring" flag on the line?
2. Verify Wallet Balance: Roaming and ILD calls are often charged at a premium rate. Use the Billing and Invoice (PC75) module to ensure the customer has sufficient Wallet Balance to cover these higher-cost services. If the wallet is empty, the network may block roaming/ILD access even if the features are active.

Phase 4: Escalation

If you have verified the features, confirmed the wallet balance, and performed a Network Reset, but the service still fails:

1. Check for Area Outages: Check the Carrier Bulletin/Outage reports. Sometimes, roaming partners in specific countries or regions may have temporary outages.
2. Carrier Ticket: Open a ticket with the carrier containing:
   • The MDN.
   • The specific country/location where they are trying to roam.
   • Confirmation that the HLR Query shows the roaming feature as "Enabled."

Pro-Tip: When documenting in Customer Notes (PC83), always confirm: "Verified roaming features are ACTIVE in PC92, verified wallet balance is sufficient for premium rates, and advised customer to toggle 'Data Roaming' ON in device settings." This clearly demonstrates you have covered both the billing and network provisioning requirements.