Due to the festive season, Customer Support will be operating at a severely reduced capacity until January 2 2008.

If you have any urgent issues, please contact Customer Support at team@maxroam.com. However, we do urge that your first read our FAQ

Some common issues encountered...

• Phone does not register with network: Remove SIM from phone, wait 90 seconds and restart. Alternatively, go to 'Main Menu' -> 'Roaming' -> 'Activate'
• Cannot make outgoing calls: Please ensure that you are dialling using the country code + number (no 00, 011 or + required). Alternatively, go to 'Main Menu' -> 'Roaming' -> 'Call To'
• Cannot receive text messages: Please make sure those sending SMS messages to you are sending them to your +972 SMS number, outlined in MyMAXRoam
• Cannot receive incoming calls: Please make sure that when calling your MAXRoam number, that you always dial using the international access code (00 or 011, specfic to each country) + country code + number.
• Cannot find any network: Check your phones compatability with our roaming partners.
• SIM has yet to arrive: Please allow more time for your SIM to arrive, as packages will be delayed over the festive season.

Posted by: Chris Kennedy

Please note that our courier has advised, due to the holiday season, that to guarantee delivery in time for Christmas, packages to be delivered outside the EU must be posted by December 7, packages to be delivered in the EU must be posted by December 17.

To avoid disappointment, if you need your SIM before the end of December, please choose either the 'Courier' or '48 Hour' postage option when ordering.

Posted by: Chris Kennedy

David Berlind over at ZDNet took a Cubic Mobile handset and a MAXroam SIM with him on his recent trip to Europe.

Here is his warts and all review.

However please note that Cubic Mobile won't be available to the general public until Q1, 2008.

Posted by: Sean O Mahony

Luca Filigheddu wrote a really nice review of MAXroam and our upcoming product Cubic Mobile.

You can check out his review here.

However please note that Cubic Mobile won't be available to the general public until Q1, 2008. When it does hit the streets though it's going to be a superb product.

Posted by: Sean O Mahony

In case you haven't noticed we now provide a GSM phone unlocking service.

This is of particular importance to our customers in the US and Canada. Sadly many of you still have to sign up to 3-year contracts and are stuck with a locked phone. Of course to use MAXroam you *must* have an unlocked GSM mobile phone.

In order to help our customers use our service we have partnered with the very capable people over at Unique Phones. Head over there, and tell them we sent you, and they will happily help you unlock your phone.

Posted by: Sean O Mahony

Unbelievably it's just about four weeks since our product launch.

People have been signing up for our service at rate 6 times higher than our most optimistic estimate. Although that's great news for us we have been under a massive amount of strain on the customer support front. In order to provide a better level of service we have hired a new customer support manager -- Chris Kenedy. His e-mail address is chris@maxroam.com. If you have any problems he is the guy to speak to.

Since the launch we have had a masive amount of feedback -- both positive and negative. What we have done is collect all the comments and incoporated them into a development plan. We will be rolling out a new version of the MAXroam website on November 1st.

Watch this space for details as we get closer to the new build.

Posted by: Sean O Mahony

It turns out that our rates actually do rock. David Pogue asked me about some specific rates yesterday and I went and hunted them down for him and this is what I found.

So I don't get accused of anything untoward here. These are my assumptions: A US traveler with a mobile roaming into these countries and calling back to the US. The exchange rate I have used is .71 eurocents to the US dollar.

1. Bahamas
   MAXroam: $0.41 per minute
   T-Mobile: $2.99 per minute
   AT&T: $2.29 per minute
   


2. Greece
   MAXroam: $0.64 per minute
   T-Mobile: $1.49 per minute
   AT&T: $1.29 per minute
   


3. Australia
   MAXroam: $0.54 per minute
   T-Mobile: $1.49 per minute
   AT&T: $1.69 per minute
   


4. New Zealand
   MAXroam: $0.79 per minute
   T-Mobile: $1.99 per minute
   AT&T: $2.29 per minute
   


5. Russia
   MAXroam: $0.69 per minute
   T-Mobile: $4.99 per minute
   AT&T: $4.99 per minute
   


6. Iraq
   MAXroam: $0.97 per minute
   T-Mobile: $2.99 per minute
   AT&T: $2.49 per minute
   

It isn't rocket science to work out that we are cheaper. Sometimes a lot cheaper and sometimes a bit cheaper.

Posted by: Sean O Mahony

There have been some negative comments about our rates and some people have accused us of misleading our customers. I would like to provide my perspective about this situation. There are two key issues:

1. That the rates on the site were incorrect: This is true. For a number of reasons, many of them technical, some of them induced by fatigue in working 20 hour days and some of them due to incompetence on our part we posted the wrong rates, pure and simple. Having said that our billing system has been working normally in the background and our customers have never paid more than we said they would. The rate sheet available as of Friday, October 5th is correct.
2. That we have deliberately misled our customers -- or anyone else: Absolutely untrue. We believe that there was miscommunication and misunderstanding in the way we have communicated this matter. There's little that can be done about this but to accept our part in this mess, and apologize.

At the end of the day we have nowhere to hide and nothing to gain by declaring false rates. As part of our website these rates are posted for public review. You see what you will pay before you purchase a MAXroam SIM.

We are extremely proud of our product. Our rates are our rates. They are posted and that is what it will cost you to use our service. Some of these rates will go up in the future and some of them will go down. What is sure is that they will change again and again as we adjust to market conditions.

If any existing customers have purchased a MAXroam SIM based on a different understanding of our rates and feel that they would not have purchased the product based on that understanding then we are more than happy to fully refund your purchase unconditionally.

My sincere aplogies and best wishes to you all.

Posted by: Pat Phelan, CEO, Cubic Telecom Limited