|
Frequently asked questions:
-
What is my mobile phone number?
To find out your mobile phone number simply call 1244 and follow the prompts - our automated customer service system will tell you your number.
-
For all other queries please call Customer Services.
Call 1244 for all information regarding your credit balance at any time. As soon as your credit falls below £1, you will receive a text message from us to remind you to top up.
-
How long it is my credit valid and what happens if I don't use it?
Without use, your IDT Mobile SIM will remain valid for four months. Every time you use your IDT Mobile to make a call, send a text message or top up your balance, this 4 month period will restart.
-
Can I still receive calls without a credit balance?
Yes, you will still be able to receive calls or text messages in the UK when your balance is zero. However, you will not be able to receive phone calls or text messages when roaming. Remember you can top up your credit balance by calling 1244 using your mobile phone.
-
Can I make calls using IDT Mobile whilst abroad?
Yes, with IDT Mobile you can make and receive calls whilst abroad. For an up-to-date list of countries in which you can use IDT Mobile and the call rates, check www.idtmobile.co.uk
-
Can I top up my IDT Mobile from abroad?
Yes, you can top up in just the same way as you do in the UK with top up cards, or online. Don’t forget to buy your IDT Mobile top up card(s) in the UK before you leave.
-
How do I set up my Voicemail?
To set up your voicemail, simply call 1244 from your mobile phone and follow the instructions given by the voice prompts.
-
What is my Voicemail PIN code?
You will need to set and remember a voicemail PIN code for all voicemail activities. Follow the voice prompts in the voicemail menu to do this.
-
I've forgotten my Voicemail PIN code. What should I do now?
When you used voicemail for the first time you created your own a voice mail PIN code. If you have forgotten your PIN code, call 1233 from your mobile phone and then go into the personal options menu. There you can create a new PIN code. You cannot reset your PIN code from abroad, so ensure that it is set before you leave.
-
How do I know if I have a voicemail message?
You will be sent an SMS when you receive a new voicemail message. Alternatively, you can set up your voicemail system to call you when you have a message. To do this, simply follow the prompts in the voicemail menu.
-
Can I save my Voicemail messages?
You can save new messages for three weeks and messages you have already listened to for one week. There is space for up to 20 messages.
-
Can I deactivate voicemail?
You can deactivate your mobile and leave a temporary message should you not wish people to leave messages. To do this simply:
-
Go into the personal options menu
-
Select record/change message and then temporary greeting
-
Press 2 to switch off the receive messages option
-
Record your temporary message
To reactivate your voicemail simply:
-
Call 1233
-
Select standard greeting or personal greeting from the voicemail menu
-
Can I listen to my voice mail from abroad?
You will receive a text message every time you receive a new voicemail message, even when abroad. Please refer to the section 7 (Voicemail) for information on how to pick up messages whilst abroad.
-
Can I use my SIM card in any phone?
Yes, you can use your SIM card in any phone that does not have a SIM lock. The phone must be suitable for use on a GSM 1800 network.
-
I get the message "Enter Special Provider Code", "Network Code Error" or "SIM Refused" on my screen. What does this mean?
You will see this message on your screen if there is a SIM lock on your phone.
-
Can I have a SIM lock removed?
A large number of telephones can only be used with the service provider who supplied the mobile phone. You can have your mobile phone unlocked after a period of 1 year. Contact your phone provider to do this. They will provide you with a code which can be entered into your phone to unlock it for use with your IDT Mobile SIM card.
-
What is the standard PIN code for my SIM card?
The standard PIN is 0000. We advise you to change this code the first time you use the SIM to a code you can remember easily.
-
I've forgotten the PIN code for my SIM card. What should I do now?
If you have forgotten the pin code or if you have entered the wrong pin code three times, you can set up a new pin code using your eight digit PUK code. The PUK code comes with your SIM card and should be entered into the phone when prompted (for Motorola phones, enter **05* followed by your PUK code). If you have lost the PUK code you should contact Customer Service.
-
How many phone numbers and text messages can I save at the same time?
There is room for 200 phone numbers and 15 text messages on your SIM card. Your telephone also has a separate memory where you can store phone numbers.
-
I can't make calls. What has gone wrong?
Check that you have sufficient credit balance and/or that you have entered the area code ahead of the phone number. Also check that your battery is sufficiently charged and whether there is sufficient coverage in the area you are calling from.
-
I can't send any text messages. Why is that?
If you are unable to send text messages it is most likely that the SMS exchange number has not been entered into your phone. The manual that came with your mobile phone will give details of how to install this number in your phone. The number of the SMS exchange is +447973100974.
-
What do I need to do if I lose my SIM card (theft or loss)?
Get in touch with our customer service on 020 7028 8123 from a fixed line telephone or +44 20 7028 8123 from abroad to have your SIM card suspended.
|
