1. Insert the VisitorSIM card you received in your VisitorSIM package into your data device (e.g. mobile phone, tablet, computer, etc.).

Transcription

1 Frequently asked questions What is VisitorSIM? VisitorSIM is a prepaid mobile Internet SIM card that provides fast and easy access to the Internet on your notebook or tablet computer, as well as through on your mobile phone. It comes with no monthly subscription fee, and is designed for all those customers who just need to access mobile Internet here and there, and who would like to pay as they go. What are the advantages of the VisitorSIM plan? No subscription fee or lock-in. Pay as you go. Anonymity. Comes with 10 GB of mobile Internet data allowance. Can I use data transfer on other networks? The VisitorSIM card allows packet data transfer in Si.mobil s network, data allowances can be used up only in Si.mobil s network. Can I use voice service and SMS/MMS? You can, but you have to top up your account first. Receiving and transmitting calls and messages in Slovenia are enabled. Services abroad are charged according to Si.mobil s current pricelist for prepaid plans. How can I check my remaining balance? You can check the balance on your prepaid account by calling the Interactive Voice Response system at 448, or using the USSD call by entering the string *448#. How to begin using the VisitorSIM plan? 1. Insert the VisitorSIM card you received in your VisitorSIM package into your data device (e.g. mobile phone, tablet, computer, etc.). 2. Connect to Si.mobil s mobile Internet. Do I need to activate the SIM card before using the VisitorSIM? VisitorSIM will arrive ready for use. How do I set the APN profile settings manually? If your profile in the user interface for accessing Si.mobil s mobile Internet is deleted for any reason, you can enter it manually. Access point: internet.simobil.si

2 Username: simobil Password: Internet What is the APN setting? APN stands for Access Point Name and represents a network path for all mobile Internet connectivity. Correct APN settings allow you to use VisitorSIM. Can I use applications for VoIP calls, such as Skype, Viber? Yes. What SIM cards size do you have? We have regular, micro and nano size. It comes in 3 in 1 size adaptor. Can I use the same SIM card with different devices? Yes, you can as long as all the devices which you use are compatible with our SIM. Does the VisitorSIM support international roaming? Yes, if you have topped your account Can I use tethering hotspot feature? Yes, VisitorSIM supports tethering, but first make sure that your device supports this feature. Do I need to return the VisitorSIM card? No. Are there any limitations regarding delivery date? Yes, selected delivery date must be at least 2 days before order date. Where can I purchase VisitorSIM? The VisitorSIM is available through our online store, through our partner network and dedicated Simobil s retail stores. What payment methods are available on the online store? We accept all mayor credit card issuers such as VISA, MasterCard, American Express, Diners Club. No cash on delivery available. Is it possible to cancel my VisitorSIM card order or get a refund for my order? Once you complete the order, we can t cancel any orders or provide any refunds or for any reason. I haven't received an order conformation . Order conformation s are sent automatically. Please let us know if you haven t received yours after 24 hours.

3 Is it possible to change delivery date or other relevant information after ordering the VisitorSIM card? Once order is completed our system doesn t permit any changes to be made. Is there any delivery fee? All orders will be charged a fixed 1,2 EUR fee for processing and delivery. Can you deliver on the holidays? No. Can you deliver to any other countries? No, we only deliver within Slovenia. What do I need to pick up the VisitorSIM at the airport? You will need to present one of the official ID documents and signature. Where at the Airport can I pick up my VisitorSIM? At Jože Pučnik Airport exit the airport building and on the left side you will see a bar called XXXXXXX, your VisitorSIM is waiting for you at the counter. I couldn t pick up my package at the airport, can I get refund? We will not be providing a refund for any reason once the order is completed. Can I pick up VISITOR SIM even if my flight is delayed? Your package will remain at the post office located in the airport for 7 days after your designated delivery date. You can pick up the package within the specified time frame. How can I make calls or send text messages on my VisitorSIM card? To make calls or send text messages you must have sufficient credit on your prepaid VisitorSIM account. What are the methods of topping up my VisitorSIM prepaid account? You can top up your prepaid account in one of ways described below: 1. Using a Top Up Voucher, i.e. SIMPL voucher, which are available at numerous points of sale, gas stations, and ATMs across Slovenia. You enter the activation code and thereby top up your prepaid account using: a. Interactive Voice Response (IVR) system: dial 448 and follow the instructions. b.ussd call: enter the number in the format *448*XXXXXXXXXXXXXX#, whereby the Xs represent the 14-digit number from the voucher, and press the call button. c. Website: visit and select the top up method using a voucher and follow the instructions.

4 2. By using the POLNI service which allows Si.mobil s customers on subscription and prepaid plans to top up the credit of a VisitorSIM prepaid account. More information on the POLNI service is available at Si.mobil s points of sale, on and at Online using a credit card. Visit the website and select the method of electronic topping up, and follow the instructions. How do I checking the balance of my VisitorSIM prepaid account? If the top up of your VISITOR SIM prepaid account was successful, your new balance will reflect the amount of the top up. You can check the balance on your prepaid account by calling the Interactive Voice Response system at 448, or using the USSD call by entering the string *448#. You can also check the balance of your prepaid account, as well as the remaining data allowance, and the date of account expiration on the website visitorsim. How to purchase new data allowance? Purchasing data allowance for the VisitorSIM plan is automatic every time the previous allowance expires or is used up, and there are sufficient funds available on the account. If the funds on the prepaid account are insufficient, data allowance will not be purchased, and further use of mobile Internet in Si.mobil s network will be disabled. It will only be possible to purchase more data allowance after topping up the balance on the prepaid account. In this case data allowance is purchased automatically. The current prices for data allowances and services on the VisitorSIM plan are available on the website What is the validity of my prepaid account? After 90 days since the last top up of at least 5 a 180-day period begins when the prepaid account and any balance on it are frozen, and during this time the customer cannot access active services. During this period the customer can top up their VisitorSIM prepaid account at any time, thereby reactivating all VisitorSIM services. In the event that more than 270 days pass since the last top up of the VisitorSIM prepaid account, the VisitorSIM account, and the accompanying SIM card will be permanently and irrevocably suspended and deleted, while any potential credit that might have been on the account will be irreversibly deleted. The VisitorSIM SIM plan customer may at any time stop using VisitorSIM services. In this case any credit on the VisitorSIM prepaid account is irrevocably deleted, and cannot be transferred to another prepaid account. By stopping using VisitorSIM services the customer also loses the right to use the assigned personal mobile number on the VisitorSIM plan.

5 Where can I complain regarding issues with my VisitorSIM service? Complaints regarding prepaid accounts, top up cards, and credit on prepaid accounts are handled by the Customer Service. You can lodge a complaint by calling or by writing to Si.mobil d.d., Šmartinska cesta 134b, Ljubljana. It must contain the customer s personal data including address, telephone number they can be reached at, the number of the mobile phone in question, and other details that Si.mobil, d.d. requires for processing the complaint. The customer may at any time stop using prepaid services. In this event they lose the right to their assigned telephone number, and the credit on their account is wiped out. In the event Si.mobil finds that the SIM card is in use in a mobile phone, which was stolen, abused, or technologically modified, it may block such use. Additional information on VISITOR SIM services, the operation of VISITOR SIM, and the Special Terms and Conditions for Providing Prepaid Services are available at or by calling