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FAQs


Bharti Airtel is currently in an agreement with Pyro Private Limited.

It is offering Airtel roaming subscribers the ability to recharge using the recharge vouchers, of the country they have visited.

The subscribers dial 138* PIN to top up. This service however will be withdrawn effective 31st March 2017.


Question: So how will the prepaid customers be recharging from 31st March?
Answer:They will recharge the line while roaming using Airtel Money.
This service is absolutely free.
To buy; select "Buy airtime" from the Airtel Money menu by dialing *222# Family & friends on Airtel can top up customers’ lines using ME2U.
To send credit; dial *140#, enter the amount & Mobile Number


Question: Where can I use roaming?
Answer: You can use roaming in any of these destinations. Go to (Partner list)


Question: Before I travel, how do I set up international roaming?
Answer: If you're a postpaid subscriber, you'll need to activate the service at an Airtel Kenya Customer Care Centre or, just give us a call on +254-733-100-100 to have it activated (International roaming security Deposit may be required)

If you are a prepaid customer International Roaming will already be active on your phone. Just make sure you carry enough credits when leaving the country


Question: What is ONE AIRTEL roaming?
Answer: ONE AIRTEL Roaming, exclusive to AIRTEL FOOTPRINT, is the only option that allows you to use discounted rates when you travel abroad to countries where airtel is represented.


Question: Which locations have airtel footprint?
Answer: Roam with your airtel SIM card in: 20 countries; Kenya, Chad, Congo, Democratic Republic of Congo, Tanzania, Uganda, Rwanda, Madagascar, Seychelles, Burkina Faso, Nigeria, Niger, Malawi, Zambia, Sierra Leone, Ghana, Gabon, Bangladesh, India and Sri Lanka.


Questoin: How do I make calls when am roaming?
You can call any destination within the country you are visiting by simply dialing the relevant area code and number.

  • To call home (Kenya): Dial + 254 followed by the desired e.g Airtel mobile, dial +254 7** ******, and for Nairobi
         landline, dial +254 20 xxxxxx.
  • To call other countries, simply dial + country code, area code, number, e.g., to call UK, dial + 4477 xxxxxxxxx.
  • To send SMS to Kenya or to an international number, type your message and send to the number as above.

Question: Will my phone work overseas?
Answer: Most phones will work just about anywhere, but there are some exceptions: e.g. in countries where Airtel Kenya has not signed International roaming agreements. Kindly refer to the following list of countries with international roaming. Go to (partner list)


Question: Do I need to select a network when I arrive at my destination?
Answer: Yes, you will need to select your preferred network. You can check the network operators (partner list) & rates here.


Question: Can I turn off my data roaming and still be able to call, receive and send SMS whilst roaming?
Answer: Yes, if you are using a smart phone, you can just turn off your Data Roaming and still make and receive calls; for example for BlackBerry and iPhone users, you can do this by following these steps:

  • BlackBerry: menu>manage connection>mobile network options>data service while roaming>off
  • iPhone: menu>settings>network>data roaming>off

Question: Why can't I connect to all networks that are visible on my phone?
Answer: When you switch on your phone in a new country there may be many visible networks. Since Airtel Kenya does not have a contract with all networks in all countries, you will only be able to connect to a partner network. If you keep your phone set to automatic network selection your phone will select our partner network when you arrive. You'll find at least one network in every destination mentioned in our Partner list.


What should I do if I have trouble connecting to a network?
Answer: If your phone is not connecting automatically to a local network when you switch it on, you'll need to check its settings are correct. Here are the steps you should take to get up and running.

  • Make sure your network settings are set to Automatic Network Selection.
  • Ensure you are in an area with good network coverage.
  • Allow your device up to three minutes after you turn it on for the first time to perform the network registration.
  • Your device should now automatically connect to the local network.

Question: What is in flight roaming?
Answer: A service which enables customers to stay connected whilst travelling by air and is available on aircrafts in conjunction with Aero-Mobile. This unique service enables all postpaid subscribers who are activated for international roaming; make use of their mobile phones whilst on the plane. Customers can make & receive calls, send SMS & receive SMS and access the internet while in the air on international flights.


Question: Can I use my phone at sea or in-flight?
Answer: While we cannot guarantee coverage when you're travelling at sea or in-flight, you may be able to pick up some maritime and in-flight service providers. You can find the rates HERE BELOW

We currently have agreements with the following providers:
Cellular at Sea /Via Satellite/On Air


Row Labels Country Operator Prepaid Data Voice
ARETH International Networks Thuraya Telecommunications    
IDNSL Indonesia PT Indonesian Satellite Corporation    
NORAM International Networks AeroMobile    


KEY

√:   Operational



Prices & billing

Question: How much will roaming cost?
Answer: Pricing depends on the country you are travelling to and the network option you select – so make sure you familiarize yourself with the Partner list & Our Rates before you travel.


Question: When are roaming charges billed?
Answer: If you are a postpaid subscriber, we will add roaming charges to your bill once we know the details of your usage. Because we rely on overseas networks to inform us of the data, calls and TXT used on their network, there can sometimes be delays in roaming charges being billed to your account. Occasionally you may not see these charges in your next bill.


Question: Will I be charged for receiving calls whilst I'm overseas?
Answer: Yes, you will be charged for receiving calls in networks (operators) that are not within Airtel's footprint. Receiving calls within Airtel's footprint is FREE! Please refer to our rates page for HERE (http://airtelsocial.com/oneairtel/about-one-airtel/)


Question: Is it free to receive SMS while roaming?
Answer: Yes, it is free to receive SMS whilst roaming.



Other useful tips

Question: How do I check my voicemail when I'm overseas?
Answer: You can call +254-733-100-123 to retrieve your messages in most countries.  If voice mail retrieval doesn't work, call +254-733-100-100 and follow the prompts.


Question: How do I contact customer care while I'm overseas?
Answer: You can call us on +254-733-100-100 from your mobile in most countries. If this doesn't work you can also email us at customerservice@ke.airtel.com


Question: What if my phone gets lost or stolen?
Answer: Please call us on +254-733-100-100 from any phone globally to place a bar on your service to prevent unauthorized use.


Question: Is there anything I need to do when I return home?
Answer: When you return home your phone will work just as it did before you left.

And don't forget... To carry a power adapter compatible with the country you're visiting so you can charge your phone. It's also a good idea to store your contacts in your phone with their international prefix (Kenya's is + 254) so you can easily call them from wherever you are in the world (so the Kenya number 0733 123 456 would become +254 733 123 456).

Also, just make sure you pay any outstanding bills before leaving the country. This will ensure that your phone service is not interrupted while you are travelling.