THIS SECTION CONTAINS KEY INFORMATION - PLEASE READ THIS VERY CAREFULLY

Transcription

1 THIS SECTION CONTAINS KEY INFORMATION - PLEASE READ THIS VERY CAREFULLY Customer Care is very important to us which is why we would like to ensure that as a valued customer of WorldSIM you are made fully aware of how to get the very best from your WorldSIM service. It is highly important that you register your sim with us online at as WorldSIM can only provide you with Customer Service and Technical support if your sim is registered. Once your sim is registered, by visiting My Account online, you will be able to access your account and billing information, top up online or set up an auto top up so that you never run out of credit whilst travelling. Please be advised that if your balance falls below 1.00 then your sim is likely to stop working until you top up/recharge your sim. You will gain access to the support tab, and most importantly to the Self Service Hub which is a knowledge base containing all the information that you need to know to enable you to operate your sim effectively; such as how to apply the right settings to make or receive calls, send or receive SMS, and how to enable or disable data. You can contact Customer Service directly from the Self Service Hub. The WorldSIM sim card does not operate in the traditional way where you simply insert the sim card and begin dialing. To enable sim services and to benefit from our lowest rates, you will need to select the correct Profile and also select a Roaming Partner Network (RPN) and Recommended RPN where available for the country that you intend to roam in. If you know that you will not have access to the internet whilst travelling, we recommend that you keep a note of the correct Profile and RPN information with you for all of the countries that you intend to roam in before you begin your journey. Further details can be found online, please visit our Roaming Partner Network (RPN) page online at Sim settings vary from handset to handset i.e. standard handsets, iphone, and Android handsets have different Profile Selection methods. The same applies when it comes to setting up data. The Self Service Hub will provide you with the correct guidance to correctly enable all services. In accordance with the information contained in our Roaming Partner Network (RPN) webpage, if you have selected the correct Profile and Recommended RPN settings for the country that you intend to roam in, you can benefit from receiving free incoming calls on weekdays from Mon 00:00 GMT to Fri 23:59 GMT in over 90 countries. Receiving incoming calls on weekends is normally chargeable. Our website has a Tariffs and Coverage section that provides information on incoming call charges, outgoing call charges, SMS, and data charges. Applying the correct settings will help to alleviate any potential billing issues and at the same will allow you to benefit from our lowest rates. WorldSIM recommends that you use a Recommended RPN (where available). If the country that you intend to roam in does not have a Recommended RPN, then WorldSIM recommends that you select one of the available RPNs as listed in our RPN webpage only. This will ensure that you continue to benefit from our lowest rates for the country that you intend to roam in. On the odd occasion, if your handset is unable to connect to a specific RPN and you urgently need service by any means, you may voluntarily choose to select another Profile or Non-Recommended RPN or a non-rpn, however we do not advise you to do this. Rather, caution is advised as this can be expensive and WorldSIM is not responsible if you voluntarily choose to do this. You will benefit from our lowest rates only if you select the correct Profile, and Recommended RPN or RPN as displayed on our RPN web page. WorldSIM 4

2 To make huge savings, before you travel, and for the countries that you intend to roam in, always remember to log into My Account and visit our Self Service Hub to find out how to: Select the correct profile Select the correct roaming partner network (and recommended network where available) Set up Data so you can go global but stay local! Keep in touch with friends and family via social media, surf the net, check your s, and much more. Set up Auto Top up so that you are never left without credit especially during an emergency. Disclaimer From time to time it is necessary for us to update the information contained in our Roaming Partner Network (RPN) list to ensure that you continue to benefit from our very lowest rates. Prior to travelling, always check to obtain the latest Profile and RPN guidance. WorldSIM 5

3 WELCOME TO WORLDSIM USER GUIDE 1. Getting Started Carefully break off the SIM card from the plastic blister. If you are using an iphone or ipad then break off the micro SIM card format. Insert the SIM card into your phone. Switch on your handset and you will see a SIM Card Location Menu appear as follows: Use current setting: Global UK USA Euro Zone Premier Special [a star symbol (*) next to the setting will denote which setting is currently active] Note: If the menu doesn't appear, or to change the location setting, dial #988 to request the menu. This should appear within a few seconds. Ignore any other messages that might appear on the handset. For further guidance, please turn to pages 4 and 5 and visit the Self Service Hub. The Location Settings on your SIM should be used as follows: UK USA Euro Zone Global Premier Special Used in the UK Used in the USA and Mexico Used in EU 27 countries except UK and Belgium. See enclosed leaflet for full list of countries. For Belgium use the Global setting. Used in all other countries to be advised to be advised To manually connect to a Roaming Partner Network (RPN), please turn to pages 4 & 5. To retrieve your UK number dial 133. To retrieve you USA number (if subscribed) dial 160. You will then receive a text message with the required details. NOTE: To retain your US number you must receive a call on it in the USA at least once every 60 days, otherwise, you will be assigned a new US number. 2. Receiving Calls Calls can be received on either the UK number or the US number at anytime in any country. However there will be an additional $0.25/min cost for receiving calls on the USA number as compared to the UK number. See enclosed pricing leaflet for more information or our website for a complete and up to date list of tariffs. WorldSIM 6

4 3. Making Calls When on the UK SIM Card Location Setting: You may dial your number as per the national format. E.g. in the UK , unless you are making an international call in which case you need to dial with '00' or '+' followed by international country code and then the number. When on the USA, Euro Zone, Premier or Special SIM Card Location Setting: Always dial the number in the full international format i.e. dial either using the '+' sign or '00' followed by the full international code, then the number you wish to dial. When on the Global SIM Card Location Setting: Always dial the number in the full international format i.e. dial either using the '+' sign or '00' followed by the full international code, then the number you wish to dial. Once you have pressed the dial button, the following process will take place: (Note: Press dial only once.) 1. You will see a message which will say one of the following: Please Wait or Call not allowed or Callback requested. 2. You will then receive an inbound call. 3. Answer the call within a few seconds your call will be connected. 4. If you do not receive a call back within 40 seconds, try again. If the problem persists please see section on 'Trouble Shooting 4. Call History and Itemized Billing You can access your call history and other account features by logging onto your account on our website. Go to and click Log in. 5. Topping-Up your WorldSIM To top-up your WorldSIM, visit our website and click on Top-Up. Select the amount you wish to top-up by and you will be guided through the payment process. Alternatively, dial 190 Free from your WorldSIM handset. You can also set-up your account for Auto Top-up so you are instantly topped up when your balance falls below a limit you specify. If you have purchased a Top-Up voucher, please see the instructions on how to top-up written on the voucher itself. 6. Voic Voic is automatically enabled on your account. To control your voic options, dial: 121 Access messages 123 Turn voic off 122 Turns voic on 125 Check voic status WorldSIM 7

5 7. Text Messaging Your WORLDSIM fully supports standard text messaging (SMS) for incoming and outgoing messages. To send a text message, write your message as normal. Texts are received when sent to your UK or US number, no matter which SIM Card Location Setting is active. When sending text messages put the destination number in international format e.g CLI (Caller Line Identity) The UK mobile number will be presented as the default CLI, except when the USA SIM Card Location Setting is active, where the USA number will be presented as the CLI. 9. Mobile Data To activate mobile data on your WorldSIM, you will need to setup a new APN (Access Point Name) on your handset. The APN you need to set up should be called mobiledata. Leave the username and password fields blank. 10. Troubleshooting (Cannot make and receive calls) 1. Check to make sure your SIM card is properly installed and your phone is Unlocked and that WorldSIM has coverage in the country you are visiting. 2. Make sure you are on the correct SIM Card Location Setting and you are getting a network signal. (See section 1 Getting Started for more details) 3. Check you have credit in your account. Credit is required in your account to receive inbound calls. You can check your balance by dialing Try manually changing networks to another RPN provider. It might also help to take out the SIM, re-insert and restart the phone. 5. If you are using a 3G handset check your handset settings to ensure dual GSM/3G mode is selected. Further Support WorldSIM is fully committed to providing excellent Customer Support 24 hours a day, 7 days a week. You can contact WorldSIM by: Logging into My Account online and submitting a ticket to Customer Service via the Self Service Hub. Customer Service - Dial 154 (Chargeable) from your WorldSIM handset Top Up Line - Dial 190 (Free) from your WorldSIM handset International: +44(0) Terms and Conditions for use of our products and services can be found at WorldSIM 8

6 THANK YOU FOR CHOOSING WORLDSIM! Some of our Service Codes are below: Balance Check 187 Voic Retrieval 121 Voic On 122 Voic OFF 123 Voic Status 125 Customer Services 154 Returns US Number 160 Call Divert ON 102 Call Divert OFF 103 Disable Charge Notification 188 Enable Charge Notification 189 Top-up 190 Return UK Number 133 WorldSIM 9