Germany Prepaid SIM Instructions

www.cellularabroad.com
+1 310 862-7100		 Please be sure to read these instructions
prior to departing for Germany.

WARNING: Please do NOT insert the SIM card into the phone before arrival in Germany! Doing so could make your SIM invalid.

If you experience any technical difficulties with your phone or SIM card and you do not contact Cellular Abroad for technical support by phone or by email during your trip, we cannot offer any refund or compensation.

Dialing Information
Your phone needs to be an unlocked dual-band, tri-band or quad-band GSM phone capable of functioning on the 900/1800 MHz GSM band in order to accept the SIM card.

Your German Cell Number to USA: 001 – area code – phone number
US to German Cell: 011 – 49 – your 11-digit number (drop the first 0)
Your German Cell Number to Germany: area code – phone number
Germany to Your German Cell Number: area code – phone number

Important US toll free numbers are not accessible from overseas. Be sure to get valid international numbers prior to your departure. 

Please Note: There is no support for service when roaming outside of Germany.

Rental Setup

  • Make sure the phone is charged and the menu settings are in English.

For SIM Card Purchases Only
Snap out the SIM chip from the SIM card and insert the chip into your GSM Phone with the metal portion facing down as to make contact with the contact prongs.

  • Make sure the phone is charged and the menu settings are in English.
  • The PIN and PUK information can be found on the welcome letter from Ortel Mobile where the SIM card is attached.  Consult your phone’s manual to deactivate the PIN code.  This can be done in the menu setting under security.

PIN and PUK codes
The PIN and PUK information can be found on the welcome letter from Ortel Mobile where the SIM card is attached.  Consult your phone’s manual to deactivate the PIN code.  This can be done in the menu setting under security.

Activating Your Service – This can be done before you go, just don’t insert your SIM!

  • RECOMMENDED: Visit the Ortel website: www.ortelmobile.de.  Select language from top menu bar.  From there, click on the link ‘SIM – Karten Aktivierung’ and fill in the activation form.
  • From North America (landline/ US cell)–Call 011 49 1805010446 8AM to 6PM M-F.
  • From a German landline – Call 0800 000 6836

Voice Mail
To check your voicemail,

  • Dial 99* or 9911. You can follow the prompts to record a personal greeting. 

You can also check your voicemail from another phone, in the US or in Germany:

  • In Germany, dial 0177 99 plus the last 7-digits of your number or
  • From the states 011 49 177 99 and the last 7-digits of your number.

Checking Your Credit

  • Call 1155 and follow the menu prompts.
  • Call *100# and your credit will then appear on the screen.  This can be done outside of Germany as long as your phone is picking up a network.

When you receive a message stating “You are not qualified to make this call”, you have no call credit.

Purchasing More Talk Time
You can add talk time to your account using Ortel Mobile or E-Plus Recharge vouchers, available in multi-Euro denominations.

  • The most convenient way is by calling Cellular Abroad 001 310-862-7100 before as well as during your trip or Toll Free from a landline in Germany at 00-800-362-33333 (24/7 English speaking reps) . We only carry the 10 Euro recharge voucher.
  • Or you can visit the Ortel Mobile website at http://www.ortelmobile.de/ to find locations that sell e vouchers either before or during your trip.

Adding More Talk Time

  • Top-Up via Keypad:  Enter *104*(16-digit code)# and hit ‘SEND.’  After a few seconds, the new balance will appear on the screen
  • Top-Up via Service number: Dial 1155.  Select option 4.  When prompted, enter the 16-digit recharge code followed by ‘#’ to confirm.  The code will be repeated, and press 1 if correct.

Troubleshooting
If you are unable to make or receive calls switch networks on your phone.  Consult your phone’s manual.  The steps will be like these:

  • Menu > Settings/Setup > Network > Available Network/Change Network > Search
  • Select a different network carrier than the one currently shown.

If you are receiving no reception bars, emergency calls only, SOS, or no service
check your phones band setting:  Consult your phone’s manual. The steps will be like these:

  • Menu > Settings/Setup > Network > Network Setup >Band
  • Make sure you select 900/1800

Customer Service
For Network or Service issues:
 

  • Dial 0180 501 0446 (the call will cost €0.49/minute from your cell phone), Ortel Mobile Customer Service is open M-F 8AM to 6PM.

For hardware issues:

  • From a landline, (NOT from payphones, mobile phones, and majority of hotels) Cellular Abroad can be reached 24/7 with English customer support and recharge services by dialing this number: 00-800-3623-3333. From a cell – 001 3108627100 or email us at support@cellularabroad.com

Calling Rates
These rates are based on per-minute charges.  Remember, all incoming calls are free regardless of origin.

  • Domestic outgoing rates of €.19/minute ($.25/minute).
  • International outgoing rates of €.09/minute ($.12/minute).  Connection fee of €.15/call ($.19).
  • Voicemail: calls are €.29/minute ($.39/minute).

Text Message Rates           
Incoming – Free  Outgoing – €.19/message

Service Life
Your German SIM card is good for 7 months.  Each recharge extends the life of your SIM card for 7 months from the date of the recharge.  After 6 months, all credit will expire.  You have 30 more days to recharge your SIM card before the SIM and your phone number expire.

To inquire about the possibility of extending your SIM card’s service life while outside the SIM card’s country of origin, contact the telecom provider's customer service, Cellular Abroad does not provide support for this feature.

You will find a copy of these instructions on our website at http://www.cellularabroad.com/germanySIMop.php.

Cellular Abroad is not responsible for typos, misinformation, change of service or menu prompts, lack of coverage or other possibilities that result in a lack of service or otherwise resulting in not being able to make or receive calls. We try to supply the most accurate information possible. Carrier rates, service plans and related information can change without notice. If you find any discrepancies between these instructions and your actual experience with the phone service or if you have useful additional information, we would appreciate any clarifications, suggestions or corrections. Please send your comments to comments@cellularabroad.com.

© 2008 Cellular Abroad