At Commtel, we believe connectivity should be simple, reliable, and built to support every installation.
Our SIMs are designed to keep Commtel systems reliably connected, with straightforward tariffs and trusted network options. Below you’ll find answers to some of the most common questions about our SIMs, including networks, tariffs, billing, and setup.
SIM Card Basics
Commtel SIMs provide the network connection for Commtel 4G and IP intercoms. They enable calling, remote configuration, alerts, and ongoing system management where a fixed connection isn’t available or practical.
The SIM service is provided by Telguard Ltd. Commtel Ltd provides fulfilment, activation and customer support services on behalf of Telguard Ltd.
Yes. Commtel intercoms are not locked to Commtel SIMs. However, Commtel SIMs are pre‑tested with our systems and supported end‑to‑end, which can simplify setup and ongoing support.
Commtel SIMs are multi-size SIMs. When used in a Commtel intercom, they must be fitted in the Micro SIM format.
Networks & Connectivity
We offer a range of tariffs across the O2, Vodafone, and EE networks, as well as multi‑network Data SIMs designed to connect to the strongest available signal at site. You can find our full list of tariffs here: https://www.commtel.io/sim-cards/intercom-sim/
A roaming (multi‑network) SIM can connect to more than one mobile network within the UK. Our multi‑network Data SIM automatically connects to the strongest available signal and will switch networks if signal strength drops.
If you are using a Commtel Data SIM, or one of our older Multi-Network SIMs, then you are using a roaming (multi‑network) SIM.
You can find this information on your invoice, which is available via the SIM portal. If you need help accessing this, our team can look it up for you.
For more links to our portals, click here: https://www.commtel.io/sim-cards/
Tariffs & Contracts
There are multiple tariffs available, allowing you to choose a plan that matches the system’s usage and site requirements. A full list of tariffs is available here: https://www.commtel.io/sim-cards/intercom-sim/
Your current tariff is shown on your invoice, which can be downloaded from the SIM portal. Our team can also confirm this for you if needed.
We offer two flexible options:
- Pay‑monthly SIMs – 30‑day rolling contracts that can be changed or cancelled with 30 days’ notice.
- Annual SIMs – Paid upfront for 12 months. If not renewed at the end of the term, the SIM will cease. Our team will contact you ahead of renewal.
Monthly SIMs can be cancelled with 30 days’ notice. Annual SIMs run for a fixed 12‑month term and expire if not renewed.
For our cancellation form, click here: https://www.commtel.io/sim-cards/cancel-your-sim/
Billing & Accounts
For our pay-monthly SIMs, billing is taken by direct debit by the SIM provider and invoices can be downloaded from the relevant portals.
Our annual SIMs are paid for up-front and renewed on a yearly basis.
All pay‑monthly SIMs require an active Direct Debit before activation. Annual SIMs are paid upfront and do not require a Direct Debit.
Direct Debits are only taken once the balance reaches £5 or more. This can result in two months being collected together. Differences may also occur if a Direct Debit was se up part-way through the month or recently reinstated.
This may be because VAT was not included in the original quote, or because call charges are billed separately from line rental on some tariffs. If you think your bill may be incorrect, please contact our team on 01306 710 120 (option 3).
Yes. All invoices can be viewed and downloaded as PDFs via the relevant SIM portal for your SIM. Click here for more information.
For most monthly tariffs, payment details can be updated directly via the SIM portal. Some tariffs require our team to make the change for you.
Portals & Account Access
Yes. The SIM portal allows you to view invoices, download billing information, and update account details. Click here for more information.
Simply email sims@commtel.io and our team will resend your access information.
Yes. Call breakdowns for the current and previous month are available via the relevant SIM portal.
Troubleshooting & Support
This can happen for a few reasons:
- Temporary network issues in the area
- The intercom may need a power reboot
- The Direct Debit may be inactive
If the issue continues, our team can help investigate further.
Can’t find what you’re looking for?
Use the below links to view our other FAQs or contact our team!
Product Information
Programming
Company Information
Using Commtel Products
Moving Properties
Fault Finding
