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Connecting to a Roaming Network: Troubleshooting Guide

Maintaining seamless connectivity while on the move is necessary for business travellers. Yet, encountering hurdles in network connection while roaming is not uncommon. Before exploring into solutions, it is wise to adhere to these overarching measures to address the majority of roaming network connectivity issues.

Typically, upon arrival at your destination, your device should automatically and seamlessly link up with a preferred network. However, if connectivity glitches persist, implement the following troubleshooting steps:


1.  Restart Your Device

Try turning off your mobile device, wait for about 10 seconds, and then turn it back on. This simple action often resolves connectivity issues.

2.  Activate International Roaming (IR) Service

Ensure that IR service is active for your line. You may get your Company’s Person In Charge (PIC) to activate for you via Maxis Business Hub following these simple steps:

3.  Verify International Roaming Availability

Verify that international roaming is available in your current location. Local authorities may block data roaming for the entire country (e.g. Myanmar) or International roaming is not available at all for certain locations (e.g. Yala, Narathiwat & Pattani in Thailand). You may check our list of roaming countries on our Maxis Business website or through the Maxis app for more information.

4.  Device and Network Settings

Attempt the following troubleshooting options related to device and network settings:

  1. Automatic and Manual Network Selection
    Confirm that your device is set to automatically select a network. If you are unable to make calls or access data on the automatically selected network, try manually choosing another network.

  2. Turn off Airplane Mode
    Ensure that your device is not in airplane or flight mode.
5.  Check Your Account

Should your account fall into arrears or surpass its credit limit, temporary restrictions on your service may arise. To reinstate your mobile service, reach out to your designated Company’s PIC for assistance.

6.  Reset Your Network Settings

If you see "No Service" or "Searching" in the status bar, it means your device is not connected to a mobile network. To rectify this, go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. Keep in mind that this will also reset Wi-Fi networks and passwords, mobile data settings, and VPN and APN settings that you've used previously.

Can't Use Data Roaming ONLY

Ensure you have checked the following:

  • Restarted your device.
  • Activated International Roaming service.
  • Confirmed roaming availability at your location.
  • Airplane mode is turned off.
  • Your account is not barred.
  • You can make calls and send SMS.

If all the above are in order and you are connected to the local network but still unable to use data roaming, please refer to the message you received from Maxis upon arrival or the welcome message for the following details:

  1. You are connected to our local roaming partners mentioned in the message.
  2. Roaming and data roaming availability. Note that some countries may not allow data roaming, such as Myanmar, and in certain areas of South Thailand, roaming may be blocked by local authorities.
  3. Data roaming may be blocked due to unfavorable rates. In some countries, data roaming can be very expensive. To prevent usage without awareness of the high costs, data roaming may be blocked.

If none of the reasons mentioned above apply and data roaming still doesn't work, please call our international roaming care number *123# from your Maxis mobile.

Stay connected wherever you go.