General - What is roaming?
Roaming is when you take your UK mobile phone abroad and use it on an overseas network. With your existing operator there can be significant costs for calls. When you move between countries the Travelfone SIM will seamlessly move with you, selecting a new network when you arrive in the new country, enabling you to make and receive cheap calls.
General - How long does it take for delivery of a Travelfone SIM card?
We aim to ship out all orders placed before 4pm the same day. Standard delivery is Royal Mail 1st Class Recorded Delivery. However we can offer Next Day and Saturday delivery options for an additional charge.
General - Can I use the Travelfone SIM in any phone?
The Travelfone SIM should work in any unlocked mobile phone handset. We cannot however guarantee that it will work in any particular model as it is impossible to test every handset.
General - Can I use the Travelfone SIM in an iPhone 4?
The iPhone 4 uses a Micro-SIM card so the standard SIM will not fit. You can purchase a cutting tool which will cut the standard SIM down to a Micro-SIM size. The SIM has not as yet been tested with the iPhone 4 so cannot guarantee its operation.
General - What if my phone is not unlocked?
If your mobile phone is not unlocked then you will need to contact your existing network operator and ask them for an unlock code. They are obliged to give this to you but may charge you for this. Alternatively you can unlock it yourself by taking it to an independent mobile phone store or one of the unlocking websites. Again they may charge for the service.
General - Where can I use the Travelfone SIM card?
The Travelfone SIM card works in over 120 countries across the world.
Click here for a complete list of countries and tariffs.
General - What are the call charges?
Call charges for outbound calls cost from as little as 28p per minute. The cost will depend on the country you are calling from and the country you are calling. Incoming calls are FREE in mnay countries.
Click here to see the list of countries where roaming is FREE. Calls are charged per minute and are rounded up to the nearest whole minute.
General - Can I use my existing mobile phone number?
The Travelfone SIM has it's own UK mobile number. You should therefore give this number out to you friends and family. You may be able to divert your existing mobile number to the Travelfone SIM number so calls are automatically transferred. You should check with your mobile operator as they may charge for doing this. Even with this charge, it should still be cheaper than using your normal mobile phone.
General - Can I use the Travelfone SIM for Data/Internet?
Currently the SIM does not support this functionality, however this should be available shortly.
General - How much does it cost to call a Travelfone SIM number?
The Travelfone SIM uses a UK mobile number with a 07700 prefix. Dialling from a landline should be charged the same rate as a normal UK mobile. Dialling from a mobile network may incur higher charges and may not be included in your call allowance. You should check with your service provider about their charges.
General - What is SimSure?
SimSure is our insurance cover for your Travelfone SIM card.
What it covers:
- Replacement of SIM card free of charge
- Free delivery to your chosen destination by standard delivery service
- Transfer of remaining credit to the replacement SIM
There are TWO options available,
Standard (one-off payment of £5). Your SIM card will be covered for a period of 12 months from the original date of purchase.
Gold (one-off payment of £12). Your SIM card will be covered for the lifetime of the product.
Note. SimSure only covers the SIM card itself. You should take out your own insurance to cover the handset.
General - How do I contact Travelfone SIM?
Contact Travelfone SIM support by email using the
Feedback form on our webiste. We aim to respond to all queries within 24 hours. Some issues may require interaction with the service provider and may take longer to resove.
Account - How do I add credit to my Travelfone SIM?
You can add credit to your account by purchasing online here, or by using a pre-paid Top-Up Voucher available from ourselves or from our affiliates. You can also setup your account to automatically top-up the SIM with a fixed amount when the balance reaches a preset amount.
Account - How do I check my balance?
You can check the balance of your account online by logging in using the SIM phone number and PIN number or alternatively dial *187# on the handset and you will receive a text message showing you the current balance.
Account - How do I see my call history?
You can view the call history online by logging in using the SIM phone number and PIN number and then click on the Call History menu option.
Account - How long does the Travelfone SIM and credit last?
In the case of the Multi IMSI SIM card (447872/447700 prefix), it will remain active as long as you need it. There is no expiry date for the credit. Simply use it as and when required.
In the case of the older Single IMSI card (447624/447924 prefix) if no calls are made for a period of 90 days the SIM will be disabled and any credit lost.
Operation - How do I make a call?
The Travelfone SIM uses Call Back technology. When you dial the number there will be a slight delay and you will then receive a call back from the network. When you accept the call the other party will then be called in the normal manner.
The procedure for calling a number is as follows:
1. Dial the full International number followed by the # symbol, i.e. 447777123456#
2. You will see a "Callback Requested" or "Please Wait" message. The phone will then disconnect. On some handsets you may get messages such as "call rejected", "call failed", "call not allowed" or "sending request". This is normal behaviour so you can continue as normal.
3. After a short delay you will receive a call. Accept the call and you will hear a short message.
4. The call will then be connected to the other party.
Operation - How do I receive a call?
Receiving a call on the Travelfone SIM is the same as with a normal SIM.
Operation - I get error messages when making a call
On some handsets you may get messages such as "call rejected", "call failed", "call not allowed" or "sending request". This is normal behaviour so continue as normal.
Operation - I do not get a call back when making a call
If you do not get the call back when you dial the number, it is possible that the handset is not compatible when using the normal dialling method. There is an alternative dialling method which should overcome this problem. When dialling the number you need to prefix the number with *125*1*, e.g. *125*1*447777123456#
Operation - Does the Travelfone SIM have voicemail?
Yes, the Travelfone SIM does have a voicemail service. To turn it on dial *122#, to turn off dial *123# and to retrieve messages dial *121#.
Operation - I cannot make calls
Make sure there is a good signal in the area. If there is no service but you know there is a mobile service available in the area, it is likely that there is no roaming agreement in that country. Please check the website for the list of countries covered by the service. Make sure you have at least £1 credit in your account otherwise you will not be able to make calls.
Operation - I cannot receive calls
Make sure there is a good signal in the area. If there is no service but you know there is a mobile service available in the area, it is likely that there is no roaming agreement in that country. Please check the website for the list of countries covered by the service. Make sure you have at least £1 credit in your account otherwise you will not be able to receive calls, even in countries with FREE roaming.
Operation - Call quality issues
As the system is relaint on 3rd party networks, there is no guarantee as to the call quality, especially in countries where the mobile infrastucture is not very reliable. If you do experience problems then hang up and re-dial as this may resolve the issue as it is most likely a local line problem.
Operation - When I insert my SIM I am asked to enter a restriction/lock code
This means the handset you are using has been locked to a particular network to stop you using any other SIM. You will need to contact the network and ask them for an unlock code. Alternatively you can get phones unlocked at some mobile phone shops or online. There are many websites where you can get an unlock code for your handset for a small charge.