Frequently Asked Questions.


 
  1. Who is eligible for the International Roaming Service?
    All YES Subscribers of Postpaid Service Plans are eligible for the International Roaming Service. Terms and conditions apply.
  2. How do I activate International Roaming Service on my mobile device?

    A. If you are a YES Subscriber of any of the Postpaid Service Plan, other than the Kasi Up Postpaid Service Plans, you may activate the International Roaming Service by:

    (i) Successfully completing the required verification process at any of Our YES Stores;
    (ii) Paying a deposit of Ringgit Malaysia Three Hundred (RM 300) (“Deposit Sum”); and
    (iii) Performing the self-enable activation of the International Roaming Service via MyYes app.

    Not withstanding the provision in A(ii) above, We may, at Our sole and absolute discretion, waive the payment of Deposit Sum if you are an existing YES Subscriber of any of the Postpaid Service Plans and You have not defaulted in payment of your Bill for a continuous period of six (6) months prior to the activation of the International Roaming Service.

     

    B. If you are a YES Subscriber of any of the Kasi Up Postpaid Service Plans, other than the Kasi Up Postpaid 49 (with contract), you may activate the Postpaid Roaming Service by:

    (i) Successfully completing the required verification process either in any of Our YES Stores or through the electronic Know Your Customer apps (eKYC);
    (ii) Paying the Deposit Sum ; and
    (iii) Performing the self-enable activation of the International Roaming Service via MyYes app.

    Not withstanding the provision in B(ii) above, We may, at Our sole and absolute discretion, waive the Deposit Sum if you are an existing YES Subscriber of any of the Postpaid Service Plans and you have not defaulted in payment of your bill for a continuous period of six (6) months prior to the activation of the International Roaming Service.

     

    C. If you are a YES Subscriber of the Kasi Up Postpaid 49 (with contract), you may activate the International Roaming Service by:

    (i) Successfully completing the required verification process either in any of Our YES Stores or through the electronic Know Your Customer apps (eKYC);
    (ii) Payment of the Deposit Sum; and
    (iii) Performing the self-enable activation of the International Roaming Service via MyYes app.

    Not withstanding the provision in C(ii) above, We may, at Our sole and absolute discretion, waive the Deposit Sum if you are an existing YES Subscriber of any of the Postpaid Service Plans and you have not defaulted in payment of your bill for a continuous period of twelve (12) months prior to the activation of the International Roaming Service.

  3. How do I check the rates on International Roaming Service when I am abroad?
    You may check the rates on International Roaming Service at www.yes.my/roaming.
  4. What should I do if I need assistance on International Roaming Service when I am abroad?
    If You have any queries or encounter problems with the International Roaming Service, You can send an email to yescare@yes.my or get the MyYes app and manage your account anywhere with our Selfcare app. Please take note that roaming charges will apply.
  5. Can I roam in any country in the world with my International Roaming Service?
    We offer International Roaming Service in 24 countries and counting worldwide. To find out more, visit www.yes.my/roaming
  6. What type of service may I use under the International Roaming Service?
    The type of service You may use under the International Roaming Service are:
    (a) To make and receive voice calls;
    (b) To send and receive text messages via SMS; and
    (c) Use of data service.
  7. How do I make an outgoing call or send SMS through the International Roaming Service?
    You just have to follow the simple steps stated below:
    Step 1: Insert “+”
    Step 2: Followed by the Country Code
    Step 3: And the area/operator code together with mobile/fixed line number.

    Examples:-
    To call a Malaysian Mobile Number (e.g. 018 331 0000) while abroad
    Dial +6018 331 0000

    To call a Malaysian Fixed Line Number (e.g. 03 1234 5678) while abroad
    Dial +603 1234 5678

    To send a SMS to Malaysia mobile number (018 123 4567) while abroad
    Dial +6018 123 4567 and press send.
  8. Does the credit limit under my Postpaid Service Plan apply to services I use under the International Roaming Service?
    No, the credit limit under your Postpaid Service Plan does not apply to your use of any service under the International Roaming Service. As such, you are required to monitor your own talktime, SMS and data usage when you use the International Roaming Service and you shall be solely responsible for all charges incurred on your use of the International Roaming Service under your Service account. Further, please take note that the monthly Commitment Fee of your Postpaid Service Plan only covers data usage in Malaysia and does not include any data usage outside Malaysia.
  9. Why was my Service account not barred immediately after it exceeds the credit limit during my use of the International Roaming Service?
    The credit limit under your service account does not apply on your use of International Roaming Service. Please take note that until we receive updates from our roaming network partners regarding your use of the International Roaming Service in their respective network, we will not know whether you have exceeded the credit limit of your Postpaid Service Plan.
  10. What charges I may incur under the International Roaming Service?
    You will incur charges on use of the following type of services under the International Roaming Service:
    a) Make voice calls;
    b) Receiving voice calls;
    c) Send SMS; and
    d) Data access/use.
    Please take note that charges on Your use of International Roaming Service may vary depending on the countries You are roaming from. Please refer to www.yes.my/roaming for details on the applicable rates on International Roaming Service.
  11. When will the charges on my use of International Roaming Service be reflected in my Bill?
    The charges will be reflected in the monthly Bill succeeding the month of your use of the International Roaming Service. Please take note that we do not guarantee that all roaming calls/SMS/data usages details will be reflected in your bill. Please also take note that certain roaming call details will not be reflected in your bill including the incoming call numbers to your device during your use of the International Roaming Service.
  12. Will I be able to see the incoming call numbers (caller ID) on my mobile screen during my use of the International Roaming Service?
    This depends on the network operator/carrier of the country you are visiting.
  13. Why was I unable to make voice calls or send SMS even though I have subscribed to the International Roaming Service and connected to the roaming network operator?
    It could be because you were in a weak network coverage area. In such instances, you may try moving to another area with a stronger signal and retry to make voice calls or send SMS. Alternatively, you may try to connect through any other YTLC’s network operator partners. Please take note that different rates may apply when you connect with different network operator.
  14. Is International Roaming Service subject to Sales and Services Tax (SST)?
    Yes, effective from 1 September 2018, the International Roaming Service is subject to SST.
  1. What is Data Roaming?
    Data roaming allows you to access data services including Internet, Facebook, WhatsApp, etc. from your mobile device while traveling overseas. Data Roaming is available in certain designated countries/destinations that are stated on our website. Please refer to www.yes.my/roaming for updated roaming coverage list. 

    Data roaming charges will depend on whether you have selected the Yes Roam day pass or the standard pay-as-you-use (PAYU). Terms and conditions apply.
  2. What is YES Roam?
    Yes Roam offers Internet data service when you are travelling abroad with Yes’s preferred roaming operators at a fixed daily charge with usage quota.
  3. How do I select roaming operator?
    Step 1: From the “Settings” menu, tap “Mobile networks”.


    Step 2: Tap “Network Operators”.


    Step 3: Tap “Search networks”.


    Wait for 1 or 2 minutes. You will see a list of networks.
    Choose the preferred network* and connect.

    Step 4: Turn on Data Roaming and Mobile Data in your mobile device setting.



     
  4. *Please refer to www.yes.my/roaming for the full list of designated preferred roaming operators and charges.
  5. I have turned on data roaming and mobile data in my mobile device setting but unable to access data service.
    Please ensure you turn on your “Mobile data”.

    * For roaming operators who do not support 4G LTE roaming, we advise to change your mobile network mode to 2G/3G only. You can search in www.yes.my/roaming for the destination that you wish to travel and look out for the preferred operator if 4G LTE is supported.
  6. When will my Yes Roam expire?
    This is a daily validity offer valid from 00:00:00 to 23:59:59 of the visiting country’s capital city time and will be renewed and charged on a daily basis until you switch off your data roaming and mobile data in your mobile device setting. For example, if you are in United Kingdom and start Yes Roam from 09:00 London time, your daily validity will end at 23:59:59 London time.
  7. How will I be charged if I am connected to 2 or more preferred roaming operators on the same day while roaming at different country?
    You will be charged Yes Roam charges for each of the preferred roaming operators that you are connected to on the same day.
  8. What will happen if I use data roaming in Yes’s non preferred roaming operator?
    You will be charged at PAYU rate. You can refer to our website www.yes.my/roaming for the details of the International Roaming rates.
  9. Is there any applicable Fair Usage Policy (FUP)?
    Yes. FUP applies and data speed will be reduced when you reached the daily fair usage quota.
  10. If I’ve reached my daily fair usage quota, will I be charged for the data roaming usage after the fair usage quota?
    Any data roaming usages after the fair usage quota will not be charged.
  11. Can I restore my data speed upon reaching the daily fair usage quota?
    No. Your data speed will be reduced till the end of the day.
  12. I have turned off data roaming and was using Wi-Fi. Why am I still charged for data roaming usage?
    It is possible for some smartphones to still incur data roaming usage even if you have turned off Data Roaming on your phone settings. This is especially true in the LTE where data services can be activated by default when performing a location update. This is specific for the LTE standards and was not the case in GSM/GPRS/3G standards. Should you need to really turn off data roaming, we recommend the following steps to avoid incurring further data roaming charges.

    a) Switch off Mobile Data and Data Roaming
    b) Switch on airplane mode
    c) Switch off airplane mode
    d) Turn on Wi-Fi (If you want to use data services)

     
  1. Who is eligible for the International Direct Dial (IDD) Service?
    All YES Subscribers of the Postpaid Service Plans and Prepaid Service Plans are eligible for the IDD Service. Terms and conditions apply.
  2. How do I activate the IDD Service on my Device?
    A. If you are a YES Subscriber of any of the Postpaid Service Plan, other than the Kasi Up Postpaid Service Plans, you may activate the IDD Service by:

    (i) Successfully completing the required verification process in any of Our YES Stores;
    (ii) Paying a deposit of Ringgit Malaysia Three Hundred (RM 300) (“Deposit Sum”);and
    (iii) Performing the self-enable activation of the IDD Service via MyAccount or MyYes app.

    Not withstanding the provision in A(ii) above, We may, at our sole and absolute discretion, waive the payment of Deposit Sum if you are an existing YES subscriber of any of the Postpaid Service Plans and you have not defaulted in payment of your bill for a continuous period of six (6) months prior to activation of the IDD Service.

    B. If you are a YES Subscriber of any of the Kasi Up Postpaid Service Plans, other than the Kasi Up Postpaid 49 (with contract), you may activate the IDD Service by:

    (i) Successfully completing the required verification process either in any of the YES Stores or through electronic Know Your Customer apps (“eKYC”);
    (ii) Paying the Deposit Sum; and
    (iii) Performing the self-enable activation of the IDD Service via MyAccount or MyYes app.

    Not withstanding the provision in B(ii) above, We may, at Our sole and absolute discretion, waive the payment of Deposit Sum if you are an existing YES subscriber of any of the Postpaid Service Plans and you have not defaulted in payment of your bill for a continuous period of six (6) months prior to the activation of the IDD Service.

    C. If you are a YES Subscriber of the Kasi Up Postpaid 49 (with contract), you may activate the IDD Service by:

    (i) successfully completing the required verification process either in any of the YES Stores or through eKYC;
    (ii) paying the Deposit Sum; and
    (iii) performing the self-enable activation of the IDD Service via MyAccount or MyYes app.

    Not withstanding the provision in C(ii) above, We may, at Our sole and absolute discretion, waive the payment of Deposit Sum if you are an existing YES Subscriber of any of the Postpaid Service Plans and you have not defaulted in payment of your Bill for a continuous period of twelve (12) months prior to the activation of the IDD Service.

    D. If you are a YES Subscriber of any of the Prepaid Service Plan, you may activate the IDD Service by:

    (i) Successfully completing the required verification process in any of Our YES Stores or through the electronic Know Your Customer apps (eKYC); and
    (ii) Performing the self-enable activation of the Prepaid IDD Service via MyAccount or MyYes app.

    Please ensure that you have sufficient YES Credits and/or YES Reload in your Prepaid Service account for your use of the IDD Service.

     
  3. What are call charges rates on IDD Service to mobile devices and fixed lines?The call charges rates on IDD Service are made available @ www.yes.my/roaming.