SIM Card FAQs

If you want to switch to a Commtel SIM and would like to keep your existing phone number, text ‘PAC’ to 65075 from your existing SIM to begin the process. Please provide us with the code when signing up, and we will take care of the rest!

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!

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!

A roaming or multi-network SIM operates on more than one network within its home country.

Our multi-network SIM operates on O2, Vodafone & EE. The SIM will sit on the strongest network and will change if the signal drops. The SIM will not switch over if there is a network issue, only if the signal drops too low.

If you are on our ‘Multi-Network’ tariff then you have a roaming SIM.

Not yet, but this is something we’re looking into for the future!

Yes, this is available on request. Please email sims@commtel.io and a member of the team will be in touch!

Your inclusive data can only be used in the UK.

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.

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

You can find more information about our recommendations here!

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.

Our EE SIM is a Micro SIM which fits in all of our 4G products.

All other tariffs are multi-select and can be used as a Standard, Micro or Nano SIM.

Our EE SIM is a Micro SIM which fits in all of our 4G products and does not come with any other adapters.

All other tariffs are multi-select and can be used as a Standard, Micro or Nano SIM.

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

Our EE SIMs are a 12-month contract. This will move over to a rolling contract once the initial 12-month period has ended. You can cancel once the initial 12-month period has ended, or pay the total line rental for the remainder of the period if you would like to terminate the contract early.

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 2 months before the end of the 12-month period.

You can submit a request to cancel your contract here.

Yes, the line rental of any existing pay-monthly contracts will be increasing.

For pay-monthly SIMs, the line rental will automatically change to the new price on the date of the increase. As our annual SIMs are paid for upfront, you will be charged the price advertised at the time of signing up.

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.

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.

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.

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

You can view and download all your invoices on our online SIM portal!

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

You will receive login details for this once you have signed up, but if you have lost them, please email sims@commtel.io and we will be able to retrieve this information for you.

Yes! For all tariffs on a monthly rolling contract, you can access the online portal and update your direct debit details instantly.

Yes, the line rental of any existing pay-monthly contracts will be increasing.

For pay-monthly SIMs, the line rental will automatically change to the new price on the date of the increase. As our annual SIMs are paid for upfront, you will be charged the price advertised at the time of signing up.

No, we are only increasing the cost of the line rental, so the cost of your calls, texts and data will stay the same.

The line rental costs will increase on 1st January 2024. You can find our new pricing here.

Once you have identified your visitor, hang up the call and call the intercom back. You can then press the allocated key on your phone to grant access as you would normally.

Please note that depending on how your Installer configured your intercom, you may need to ask them to set this up for you.

The issue is limited to our Multi-Network SIM cards. If you are unsure whether this affects you, please contact your installer for more information.

We have escalated this issue to our supplier, and they are working with the Mobile Network Operator and their interconnecting carriers to fix it. We are monitoring the situation closely and will inform customers once it is resolved.

Yes, you have the option to cancel your current SIM and sign up for a new one under a different tariff. If you’d like to see a list of the tariffs we have to offer, click here, or you can contact our sales team on 01306 710 120 to discuss your options.

To switch, head over to our cancellation form, here. You can then sign-up for a new SIM using the form, here.

Yes, switching to one of our other SIM tariffs will restore full functionality. You can find more information about our other tariffs here.

If you are using one of our Multi-Network SIMs or your intercom system is not recognising key presses when it calls you, you are likely affected. You can also reach out to your installer, who will be able to advise further.

At this point, we do not have a definitive timeline. The investigation is ongoing with the MNO and interconnecting carriers, and we will provide updates as soon as they are available.

Yes, we’ll keep you updated with any news as soon as we have it.