FAQ Related to Bill Charges

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Charges Not Shown on Bill

1. I have just changed from the mio Plan to mio Home. Why wasn’t the change reflected in the bill?

This is due to a timing issue. You may have received the bill while your application was being processed. Click here for more information.

2. I have recently changed my plan, why is the new plan not reflected in my bill yet?

This is due to a timing issue. Your bill was processed before your new plan was activated. You were billed for your current plan. The subscription for your new plan and the refund for subscription for your old plan will be shown in your next bill.

3. I just signed up for the mio Plan. Why wasn't the change reflected in the bill?

This is due to a timing issue. You may have received the bill while your application was being processed.

Click here for more information.

4. I called your Customer Service and was promised that my charges will be waived. Why is the waiver not reflected in the bill?

This is due to a timing issue. Your bill was processed before the waiver was approved. You will see the waiver in your next bill.

Computation of Charges

5. How are charges for BroadBand on Mobile computed?

Click here to see how the charges are computed.

For more information on BroadBand on Mobile, please click here

6. How are mobile roaming charges computed?

Click here to see our roaming rates.

7. How will I be billed for my new mio Voice subscription?

mio Voice is a SingTel mio digital voice service which allows customers to make unlimited local calls at home. You will be billed at a fixed subscription fee.

8. I have recently changed my subscription plan, how will my charges be computed?

Click here to see how the charges are computed.

9. I have recently terminated a service, how will my charges be computed?

Click here to see how the charges are computed.

High Bill Charges

10. I did not make so many calls from my mobile phone. Why are my usage charges so high?

This could be due to a few reasons:

  1. You may have changed your bill cycle to a later date, hence the billing period is longer.
  2. This could be due to some long duration international calls or roaming calls you made.

If you wish to view the detailed charges of your bill, you may want to sign up for SingTel myBill where call details are provided at no cost. Please click here to subscribe for SingTel myBill.

11. I have terminated my services. Why are my bill charges still so high?

This could be due to a few reasons:

  1. You terminated your service within the contractual period and are charged the early termination penalty.
  2. Termination requires 3 working days to be processed but your bill was processed before the service was terminated. You were still charged for the subscription in your current bill but the charges will be reversed in your next bill.
12. Why are my bill charges so high?

You may have just signed up for a new service. You are billed a pro-rated subscription for the current month and an advance full month subscription

Click here
to see examples on how charges are computed for change of plans.

13. I have paid my bill but why was my payment not reflected on the bill?

This is due to a timing issue. Your payment was not received in time to be reflected in this bill.

14. Why am I charged reminder fees when I had paid my bills?

This is because payment was received after the due date.

For your convenience, you may want to sign up for Inter-bank GIRO to facilitate timely payment. Click here to sign up for Inter-bank GIRO.

Roaming Calls and Charges

15. What are AutoRoam and AutoRoam Rerouted IDD calls?

AutoRoam Rerouted IDD calls are incoming calls you received while you were overseas which have been re-routed from Singapore to the country you are in. You will be billed the SingTel IDD rate for such calls.

Some overseas operators will charge you for such incoming calls at their local rate. Such charges will be shown on your bill as AutoRoam Calls

16. What is GlobalDial 121?

GlobalDial 121 is a service that allows you to call back to Singapore and to other countries while you are roaming overseas.

Click here to learn more

Click here to see how the charge is being presented on the bill.

17. Why is there a surcharge for Pay-As-U-Roam (PAUR)?

PAUR enables you to roam in most of STM’s roaming destinations without having to subscribe to the AutoRoam service. You will not be charged for any registration or monthly subscription fee. You are able to make calls using GlobalDial 121 or IDD001 and enjoy competitive savings as your calls will be charged at SingTel’s IDD rates instead of overseas operators' IDD rates. You can enjoy all these benefits by paying only a 20% surcharge on your roaming calls.

18. What is AutoRoam GPRS? Will the data usages be offset against my free local mobile data bundle?

AutoRoam GPRS is the data usages which you incurred when you are roaming overseas. It will not be offset against your free local mobile data bundle.
Click here to check on the rates for various destinations