SIM Cards

General SIM Card FAQs

What tariffs do you offer?

We have a range of tariffs designed specifically to work with Commtel products, and to suit all site requirements! We also offer annual SIMs for sites which are unable to set up a direct debit.

Click here to see what we have to offer.

We’re unable to support number porting when moving to a Commtel SIM, as this process can cause issues when the SIM is used in an intercom. To ensure the best reliability and performance, all Commtel SIMs are supplied with a new number.

What network is my SIM on?

You can find this information on your invoice. Invoices can be downloaded by logging into your account on the SIM portal. You can find links to the relevant portals here!

Alternatively, please contact our team who will be able to look this up for you, or provide you with login details to the portal should you need them!

What tariff is my SIM on?

You can find this information on your invoice. Invoices can be downloaded by logging into your account on the SIM portal; you can find links to the relevant portals here!

Alternatively, please contact our team who will be able to look this up for you, or provide you with login details to the portal should you need them!

What is a roaming SIM or multi-network SIM?

A roaming or multi-network SIM is able to connect to more than one mobile network within its home country. Our multi-network Data SIM automatically connects to the strongest available signal and will switch networks if that signal becomes too weak. Please note, it will not switch in the event of a wider network outage – only when the signal strength drops.

Do I have a roaming SIM?

If you are using our data SIM then you have a roaming SIM.

Do I have an online account where I can access my information?

You can log into your account on our SIM portal to view and download invoices, and update your account details.

To find out which portal you need to log into, click here.

If you have lost your login details, please email sims@commtel.io and we will be able to retrieve this information for you.

Can I see my call breakdown?

Yes, this can be seen via the online portal. You can view the current month and the previous month’s call breakdowns.

How do I know what SIM to use in my intercom?

You can find more information about our recommendations here!

My SIM card doesn't work.

This could be for a few different reasons:

The network in your area is having issues.
The system needs re-booting. Please turn off the power to the system and turn it back on after a few minutes.
Your Direct Debit is inactive. To re-instate this, please email sims@commtel.io.

What size are Commtel SIMs?

Commtel SIMs are multi-size SIMs, but when used in a Commtel product they must be fitted in the Micro SIM format.

Can I cancel my contract?

Our monthly rolling contracts can be cancelled at any time with 30 days’ notice.

Our Annual SIMs are a 12-month contract, paid for upfront. If the contract is not renewed after the 12-month period, your SIM will be ceased and will no longer work. Our team will contact you with a renewal quote before the end of the 12-month period.

You can submit a request to cancel your contract here.

SIM Card Billing FAQs

Do I have a Direct Debit set up on my account?

All of our pay-monthly SIM contracts are set up with a Direct Debit prior to activation.

If you have an annual SIM, this is paid for up-front, for one year, prior to activation and no Direct Debit is required.

Why is my invoice amount different to the amount taken via Direct Debit?

There are a couple of reasons why your Direct Debit may be higher than your invoice.

Your Direct Debit will only be taken if it amounts to £5 or more. As the line rental for our rolling contracts are less than £5 per month, if there are minimal call charges for that month, your bill will be taken the following month instead. Therefore, your Direct Debit amount will be for your last two invoices.

If you have recently re-instated your Direct Debit, there may be an outstanding amount due for the period where the Direct Debit was not in place. This will automatically be taken with your next Direct Debit.

My bill is different to what the installation company said it would be. Why is this?

This could be because the cost you were given by the engineer didn’t include VAT, or that you are on one of our monthly rolling contracts where the call charges are in addition to the line rental.

If you would like us to look into this for you, please email sims@commtel.io.

Can I have a copy of my invoice in PDF format?

Your invoices are available to download as a PDF on our SIM portal.

How do I see my invoices?

All of your invoices can be viewed and downloaded through our online SIM portal.
To find out which portal you need to access, please click here.

You’ll receive your login details either when you sign up or with your first bill, depending on the tariff selected. If you’ve misplaced your details, simply email sims@commtel.io and we’ll be happy to resend them.

Can I change my payment details easily?

Yes – it depends on the tariff. If you’re on a monthly rolling contract (excluding O2/Vodafone Essential or EE Unlimited), you can log into the online portal and update your direct debit details instantly. For Our O2/Vodafone Essential or EE Unlimited SIMs, we’ll need to organise this for you.

If you need to update your bank details for your O2 or Vodafone Essential, or EE Unlimited SIM, please email sims@commtel.io or call us on 01306 710120 (option 3).