Troubleshoot / FAQ

Check your APN settings and ensure that your APN name is redONE. To access your APN Settings, follow the instructions below:

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iPhone	Go to: Settings Mobile Data Mobile Data Network APN Name: redONE	Go to: Settings Cellular Cellular Data Network APN Name: redONE
Android	Go to: Settings Connections Mobile Networks Access Point Names APN Name: redONE	Settings Wireless & Networks More Mobile Networks Access Point Names APN Name: redONE
Other varying OS	Go to: Settings Wireless & Networks More Mobile Networks Access Point Names APN Name: redONE

If you are an Apple (iOS) user, these charges come from the activation of iMessage and FaceTime. Both services involve incurring a cost for sending an international SMS message. This SMS is sent in the background by your iPhone (to Apple's servers in the UK) when setting up these services. For all international SMSes originating from Singapore, redONE charges a $0.15/SMS sent. Roaming charges will apply if the SMS is not sent out from Singapore.

Moreover, when a user tries to activate iMessage, a popup message will appear citing that the carrier may charge for messages used to activate iMessage.

From time to time, Apple may prompt out a message to reactivate the iMessage or Facetime service. Clicking OK will allow Apple to send another international SMS message to the UK servers again. Some situations where Apple may prompt out the reactivation message are when you swap SIM Cards, lose network connectivity, or enter flight mode for an extended period of time and reconnect. This is an Apple service, and to prevent these charges from happening in future, we advise that subscribers no activate the iMessage and Facetime functions.

For Android users, when you access to the Google Play Store and download paid applications via mobile data, Play Store will prompt out different payment methods for you to pay for the app.

If you select StarHub billing, a silent SMS will be sent out to the Google servers, the payment for the app will appear in your phone bill at the end of the month. In addition, the silent SMS that was sent is considered an international SMS. For all international SMSes originating from Singapore, redONE charges a $0.15/SMS sent. Roaming charges will apply if the SMS is not sent out from Singapore.

There are 2 things to ensure that are set-up for seamless data roaming while overseas.

1. Phone’s Data Roaming
2. redONE 1App

Go under your phone’s settings and ensure that you have turned on Data Roaming. For redONE 1App, download the 1App on your phone. Click on the 3rd icon (from the left) and select on ‘IDD/Roaming Activation’. Ensure that both IDD and Roaming options are ticked and click on next.
In the event you require any assistance, do send us a message on WhatsApp (+65 8756 8756) available from 9AM to 9PM.

Download redONE 1App. Select the 3rd button on the bottom rows. (from the left)

Select on ‘IDD/Roaming Activation.’

Ensure that IDD/Roaming is activated. The above screen shows that it is activated.

Download redONE 1App. Select the 3rd button on the bottom rows. (from the left)

Select on ‘IDD/Roaming Activation.’

Ensure that IDD/Roaming is activated. The above screen shows that it is activated.

If you are facing any issues with roaming, have a look at whether your phone’s roaming is set-up correctly. Select on ‘Data Roaming – Set-Up’ and ensure that you follow the step-by-steps.

The step-by-step below will be to troubleshoot your phone if you are facing any connection issues while roaming.

1. Set your phone on Airplane mode for 10 seconds before setting it back to normal. If it does not work, follow the next steps.
2. Restart your phone.
3. Restart your data connection via your phone’s settings.
4. Check on your APN settings. Ensure that it is showing ‘redONE’. If it not, select on the above ‘Local Data Connection (APN) – Not Working / Having Issues’ and follow through the step-by-step.

As there could be a network blindspot within the area that you are in, you may unexpectedly go through a momentary slow internet connection. Simply turn your phone on to Airplane mode and let it restart. It should connect to the internet. If the connection persists, send us an accurate report of the area and we will have a look: https://bit.ly/redONE_CoverageFeedback

There are 2 steps to switch off the Data Roaming Services.

1. Go under your phone’s settings and ensure that you have turned OFF Data Roaming. This must be turned off to ensure you do not incur any charges.
2. Switch if off through your 1App. Download the 1App on your phone. Click on the 3rd icon (from the left) on the bottom bar and select on ‘IDD/Roaming Activation’. Select on the “Cancel IDD/Roaming subscription” in red at the bottom of the app. This will turn off your Data Roaming.