You can reach us to report the problem by calling from another cell phone (if available), a pay phone or from the hotel room. One of our representatives will be more than happy to contact you back on the number you provide. Our Support center is open 247.

How can I find out what adapters will be needed for the international countries I am traveling to?

We include a global adapter with the majority of our phone/data rentals. To determine which setting you will need for the country you are traveling to, please click here.

How can I tell if I have a VoiceMail waiting?

Your VoiceMail alerts will appear as text messages in the phone's Message Center.
Please call the voicemail retrieval number assigned to your Cellhire rental number (in your instruction booklet). Once the VoiceMail has been reviewed please delete the notifying text message so other voicemails left can be recognized.

How do I call an international phone number?

International calling with Cellhire's mobile solutions is as easy as knowing the right code and local number:

For calls to another dial + followed by the country code, the city code, and the local number. Click here to view examples of the Dialing Instruction Format.

To find the code for the country you wish to call, please click here.

Note: Most area codes outside the US begin with a zero. This zero must be dropped when making international calls.

How do I use international long distance calling?

International calling with Cellhire's mobile solutions is as easy as knowing the right code and local number:

For calls to another dial + followed by the country code, the city code, and the local number.

To find the code for the country you wish to call, please click here.

Note: Most area codes outside the US begin with a zero. This zero must be dropped when making international calls.

How does someone at home contact me while I'm overseas using a Cellhire SIM card?

The dialing procedure does not change.
Callers would dial the number Cellhire has given you as if you are in your home country.

How would someone leave me a voice message?

Callers would leave you a voice message as if you were still in your home country.

I am unable to switch the phone on?

Press the button with the red circle.

My rental cell phone / device has been lost or stolen, how do I let Cellhire know?

If your phone is lost or stolen, you can suspend your wireless service to protect against unauthorized charges.
To suspend your phone, email lostorstolen@cellhire.com or contact our 24 Hr Global Support line.

Note: Once suspended, no incoming or outgoing calls can be placed or received using the phone. You will be responsible for any charges incurred until you contact Cellhire.

What do I do if my phone is not charging?

Check and make sure the charger is connected correctly to the handset and the charger is the correct voltage for the country you're currently in. If so, check the screen to make sure the battery icon is being displayed.

What do I do if the battery is not holding a charge?

Check and make sure the battery has received a minimum 1.5 hour charge. If this is already the case the battery needs to be replaced by the spare battery in your pack.

What is the "+" key and how do I use it?

When you use the + key on the rental cell phone you do not have to know the international access code of the country you are calling from.
Different manufacturers have specific ways to access the + key, so make sure you know yours.
Below is a list of some.
BlackBerry 7290 and 7730: In the phone screen, scroll to the blank space and press letter I.
Motorola: Press and hold the zero key until the + sign appears.
Nokia: Press the * key twice in rapid succession.
Samsung: Press and hold the zero key until the + sign appears.

Can I use SMS (text-numeric paging) from a GSM phone in the United States?

In most areas of the United States, yes.
This will depend upon the state (and associated GSM carrier) you are visiting.
Please confirm SMS availability with your local GSM provider prior to travel.

Does Cellhire offer any equipment that I can use while on a boat or traveling where GSM does not exist?

Yes, Cellhire offers Satellite Phone Rental for much of the globe with the exclusion of the Polar Regions.

Can you explain why my phone book is not transferring over to my Cellhire phone?

Unless your current phone has the option to save your phonebook/contacts to the SIM card, the phone book will not carry across to the Cellhire phone.

Please contact your current Service Provider or refer to your manual to see if this option is available on your phone.

How do I insert the SIM card?

Push the battery cover down to release it from the phone.
Open the SIM door and insert your SIM card with the gold plate facing down.
Close the SIM card door then place the battery cover back on the phone. Push the cover upwards to slide into place.

How do you master reset the phone?

Press F (using silver key on the left).
Then press 4 5, select Yes
Enter Lock No: 1234 and all should reset.

How do I master reset the Samsung phone?

To Master reset the handset (this will default the band to 900/1800):
Ensure there is a SIM card in the handset.
Push the 'Menu' button.
Scroll to 'Phone Settings', press 'Select'.
Scroll to 'Reset Settings', press 'Select'.
Enter the Security Code '000000', the handset will now be reset.

I am unable to make or receive calls while roaming with the Samsung phone.

If you have a signal (Name of network should be appearing across the standby screen) and can not call out, the trouble may be incorrect dialing patterns or the network provider you are currently registered with does not have a roaming agreement with the service provider we assigned for the rental.
To troubleshoot this problem yourself:

Verify the band is set correctly:
Push the 'Menu' button.
Scroll to 'Network Services', press 'Select'.
Scroll to 'Band Selection', press 'Select'.
Change to either 900/1800 (for international use) or 1900 (US and parts of South America).

Search for Available Network:
Push the 'Menu' button.
Scroll to 'Network Services', press 'Select'.
Scroll to 'Network Selection', press 'Select'.
Scroll to 'Manual', press 'OK'.
The screen will now say "Searching".
Choose the appropriate network when list is displayed.
Ensure all diverts are cancelled.
Push the 'Menu' button.
Scroll to 'Network Services', press 'Select'.
Scroll to 'Call Diverting', press 'Select'.
Scroll down and choose 'Cancel All Diverts', press 'Select'.
Screen will say "All Diverts Canceled".

I would like to select another network instead of the one I am currently on, how can I do this?

Your device will automatically choose a carrier in whatever area you are roaming in; in some countries, Cellhire selects the carrier for you based on the services available, so you don't need to choose a carrier unless you have a specific preference.
If you would like to select a specific wireless carrier, follow the appropriate Network Search instructions for the assigned Motorola handset and refer to either the GSM World website for Network list or contact Global Support for further assistance.

The screen states Call Diverting when ever I attempt to place a call. What does this mean? How do I remove it?

"The call diverting service enables you to divert your calls (when your mobile phone is switched off, if you are out of reach or if you are busy) to any other number either a fixed line or a mobile network.
Normally diverts are set to when the line is either busy or not answered so that the calls automatically forward to voicemail.

To cancel the divert:
Push the Menu button and scroll to Settings and press select.
Scroll to Call Settings and press select.
Select Call Divert.
Scroll down and choose Cancel All Diverts and press select.

What do I do if the phone says Check Card?

When this error message displays on the screen, there could be one of two resolutions:
The SIM card is not inserted correctly, in which case remove the SIM card and re-insert SIM.
Or the SIM card is not connecting with the phone, in which case remove the SIM card, wipe the gold contacts and re-insert SIM.

If this does not resolve the problem, the equipment will need to be replaced.

What is international roaming?

International roaming is the ability to make and receive calls, text messages, e-mails and access the Internet while traveling inside or outside of your home country.
Cellhire has agreements with networks all over the world to make calling while overseas as easy as calling while at home.

What Mega Hertz Bands are used around the world?

GSM-850 and GSM-1900 are used in the United States, Canada, and many other countries in the Americas. GSM-850 is also sometimes called GSM-800.
GSM-900 and GSM-1800 are used in other parts of the world with the exception of Japan and Korea.
CDMA is used for Korea and W-CDMA/3G is used for Japan.

stay connected ... anywhere cell rental frequently asked questions - FAQ's

General handsets

stay connected ... anywhere
cell rental frequently asked questions - FAQ's