Call Us Now: 877-244-7242

FAQs

General Questions about Cellhire

Q. What is a SIM card?

Q. What is an unlocked cell phone?

Q. Where exactly can I use my Cellhire SIM or Cellhire phone?

Q. How can I be sure my phone will work where I am roaming?

Q. Will my phone work on a cruise ship?

Q. What happens if I lose my SIM card/phone?

Q. Which phones will the Cellhire SIM card work with?

Q. Does the Cellhire SIM have a PIN lock?

Q. Why does it cost more when I roam with my SIM?

Q. How long will it take for my Cellhire products to arrive?


Getting Started

Q. What is my number?

Q. How do I install my Cellhire SIM?

Q. Do I need to register or to activate my International or European SIM?

Q. Do I need to manually select the network when I arrive at my destination?

Q. Do I need to do anything different to the SIM card when I travel to another country?

Q. My phone is displaying an ‘Insert SIM’ Error. What do I do?

Q. My cell phone is showing SIM CARD Registration Failed. What do I do?

Q. My cell phone is displaying "EMERGENCY CALLS ONLY" or "SOS". What do I do?

Q. My cell phone is not displaying any network. What do I do?


Calls and Messages

Q. How do I make and receive calls?

Q. How do I send a text message?

Q. How do I make International calls?

Q. How do I make local calls and send texts in the UK?

Q. How does someone call me?

Q. Are all incoming calls free?

Q. Can I call and SMS anywhere in the world?

Q. Can I make emergency calls?


Prepaid Data

Q. How does it work?

Q. Do I need to register or to activate my prepaid data SIM?

Q. Device unlocking

Q. What type of devices can the data SIM card be used with ?

Q. Should data roaming be turned on or off ?

Q. Can I use the data SIM for calls and SMS ?

Q. Do I need to change any settings?

Q. Can I buy Micro or Nano sized SIM cards?

Q. Can I use the SIM in a BlackBerry?

Q. Does the SIM card expire?

Q. Does the data bundle expire?

Q. How do I top up?

Q. How do I check my usage?

Q. Can I change my bundle?

Q. I want to change my Zone before my bundle has been used up/expires. What can I do?


Cellhire Account

Q. Can I manage my account online?

Q. I clicked "Activate" but my SIM isn't yet working?

Q. How do I check my account billing?

Q. What if I am not able to sign into my account?




What is a SIM card?

A SIM is a removable card for cell phones that use the GSM (Global System for Mobile communications) mobile network. The SIM card allows users to change phones by simply removing the SIM card from one cell phone and inserting it into another cell phone.




What is an unlocked cell phone?

An unlocked cell phone is not tied to any particular phone network. You can insert any SIM card into an unlocked phone and connect to the appropriate phone network operator. Your phone may be locked if it was not purchased from Cellhire. To check if your phone is locked, call your mobile service provider. The Cellhire Budget cell phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).




Where exactly can I use my Cellhire SIM or Cellhire phone?

Your Cellhire SIM card can be used in over 190 countries around the world. The phone model you select will determine if the device is compatible in the coury you are using it. Refer to the model compatibility chart next to the model you are selecting to verify that the device will work in your travel destination.




How can I be sure my phone will work where I am roaming?

Please check to make sure your phone operates on the frequencies supported in your destination country. The Cellhire Budget Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz). Refer to the model compatibility chart next to the model you are selecting to verify that the device will work in your travel destination.




Will my phone work on a cruise ship?

Your phone may work while in port. Your phone will not work while at sea unless the cruise ship has installed the technology to support a local cellular network. Check with your cruise line to learn if they have cellular service while at sea and what roaming rates may apply.




What happens if I lose my SIM card/phone?

If your SIM/phone is lost or stolen, please contact support@cellhire.com and we will deactivate your SIM card. Phone numbers cannot be recovered, please place a new order if you choice to replace your lost or stolen SIM card/phone.




Which phones will the Cellhire SIM card work with?

Cellhire’s SIM cards work with most phones including iPhone and Android handsets. To ensure you get the correct SIM for your handset, select your SIM type from the drop down list on the SIM product page. You can choose from a standard size SIM, Micro SIM or a Nano SIM. Please refer to your handset manual to see which SIM type you require.

The handset must be unlocked for use on any network. The Cellhire Europe Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).




Does the Cellhire SIM have a PIN lock?

Yes, by default it is 0000. However, it is possible to lock your Cellhire SIM by entering the wrong PIN number 3 times or more. If this occurs, you will need a PUK number to unlock your device. You can recover your PUK number by contacting Cellhire Customer Support at support@cellhire.com




Why does it cost more when I roam with my SIM?

When you use your SIM card outside of the region specific zones, you will be charged International Roaming Rates, which vary from country to country. Please see the call rates listed next to each solution for details for rates for roaming.




How long will it take for my Cellhire products to arrive?

During the checkout process you can select your shipping method including next-day and Saturday delivery options.




What is my phone number?

All of our SIM cards carry UK numbers. When you receive your SIM card and/or phone, your number will be clearly displayed on your SIM card pocket on your Welcome letter. All of your active numbers are also listed in your online account at www.cellhire.com/my-account




How do I install my Cellhire SIM?

If you have purchased a phone from us, your SIM card will already be installed and tested for you. If you are using our SIM card in your own device, carefully remove the Cellhire SIM card from its packaging and insert it into the SIM slot in your phone. All phones are different, so please refer to your phone's manual for installation instructions. The Cellhire Europe Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).




Do I need to register or to activate my International or European SIM?

If you have purchase a SIM + Phone then it will come ready for use and there is nothing more to do. If you have purchased a voice SIM-only then the SIM will be deactivated when you receive it for security. To activate the SIM, go to My Account and My SIMs and click Activate. The SIM should show "activating" for up to 2 hours. When it shows "activated" it will be ready for use.




Do I need to manually select the network when I arrive at my destination?

No, the good news is that we will automatically connect you to Cellhire's partner network. Therefore you do not need to do anything. Just switch on the device and the SIM card will connect to the local network.




Do I need to do anything different to the SIM card when I travel to another country?

No, when you leave and travel to another country, the SIM card will automatically update and switch to the preferred network of that country without any action on your part.




My phone is displaying an ‘Insert SIM’ Error. What do I do?

If using a phone purchased from Cellhire, please remove the SIM and re-insert it as it may only need to be re-seated. If you did not purchase the device from Cellhire, your phone may be locked to a network. Contact your network provider for assistance in unlocking your phone or you can email Cellhire Customer Care for assistance at support@cellhire.com.




My cell phone is showing SIM CARD Registration Failed. What do I do?

Please ensure that the SIM card is inserted properly in the device. Check the SIM card in another phone if possible. If it shows the same error then contact Cellhire Customer Care at support@cellhire.com and request a replacement SIM card. The defective SIM card will be deactivated by us and the replacement SIM card will have a new number.




My cell phone is displaying "EMERGENCY CALLS ONLY" or "SOS". What do I do?

Switch the phone off and then on again. Network bars should appear automatically, if this does not happen, manually select the network in the phone's network settings. Refer to the manufacturer's handbook for details on how to do this.




My cell phone is not displaying any network. What do I do?

Please switch the phone off and then on again and then manually select the network in the phone's network settings. Refer to the manufacturer's handbook for details on how to do this.




How do I make and receive calls?

For all incoming calls just answer your phone as you normally would.

For all outgoing calls do the following: dial your country code and the number you wish to dial. For example when calling the US number 234 567 8910 you will dial 001 234 567 8910. A convenient short cut when dialing from overseas is to use the "+" in place of the 001. For example when dialing 234 567 8910 dial + 234 567 8910. "+" dialing can only be used when calling from a cellular phone.




How do I send a text message?

The same as you would normally, except always use the international dialing prefix code, then the number you want to send the message to. To text a US number, send your message to the number including the international dialing code e.g. 001 234 567 8910 or +1 234 567 8910.




How do I make International calls?

For all outgoing calls do the following: dial your country code and the number you wish to dial. For example the US number 234 567 8910 becomes 001 234 567 8910 or +1 234 567 8910.

For all outgoing calls do the following: dial your country code and the number you wish to dial. For example when calling the US number 234 567 8910 you will dial 001 234 567 8910. A convenient short cut when dialing from overseas is to use the "+" in place of the 001. For example when dialing 234 567 8910 dial + 234 567 8910. "+" dialing can only be used when calling from a cellular phone.




How do I make local calls and send texts in the UK?

Dial the local number with the area code e.g. landline 01234 567891 or mobile 07123 456 789. Send text messages to the UK mobile number, no dialing code is required.




How does someone call me?

Callers should dial the international prefix for the country they are in, followed by ’44’, then your number. e.g. Callers from the US: 011 44 7831 123 456 or +44 7831 123 456

Even when you are not in the UK, someone calling you must use the UK dialing code (0044) because your SIM card has a UK number.




Are all incoming calls free?

Please refer the calling rates for your chosen product.




Can I call and SMS anywhere in the world?

Cellhire SIM cards work in most countries, providing coverage is available. For call rates please see your chosen product.




Can I make emergency calls?

Yes. 112 in Europe, 999 in the UK and 911 in the US all work. The European Budget Phone will not operate in the US. This phone only operates in regions using Dual Band frequencies (900/1800MHz).




How does it work?

We provide you with a SIM card which works in any unlocked data only device around the world to access the Internet. Simply top it up here on the portal with a prepaid data bundle of your choosing, then select the zone you will use it in and the size of the bundle you require. This bundle will last for 30 days, and then you are free to top it up again as many times as you wish.




Do I need to register or to activate my prepaid SIM?

No registration or activation is required with this SIM. Just purchase a data bundle of your choice on this portal, and then insert the SIM into your device to start using the Internet.




Device unlocking

Please check that your device is not locked to your current provider. If you aren't sure if it is then the simplest way to check this is to put a SIM card from a different operator into your device and see if it still works. If this works your device is not locked. If your device is locked you can get it unlocked by your network provider.




What type of devices can the data SIM card be used with?

Please ensure that your device is unlocked and not tied to a network. There are no restrictions on what device it can be used in. The SIM works with all data devices and tablets - if inserted to a USB dongle or MiFi mobile hotspot device you can connect your laptop computer to receive data.




Should data roaming be turned on or off?

Data roaming must be turned on in the device that is being used with the Cellhire SIM. If you are going to connect to the device with your smartphone, laptop or tablet, then turn data roaming off on these devices so they connect to the external MIFI or USB device containing the Cellhire SIM and do not connect to the roaming network.




Can I use the data SIM for calls and SMS?

No this SIM card is only enabled for data




Do I need to change any settings?

In most countries no APN (Access Point Name) settings are required for this SIM, however if you have any issues connecting to the Internet then try changing the APN name to "fast.m2m” and leave the username and password blank. The settings are likely to be in the Cellular Data section of your device.




Can I buy Micro or Nano sized SIM cards?

Yes the data SIM is available in any size to fit all devices. Please read your operator's manual if you are unsure which size you need.




Can I use the SIM in a BlackBerry?

Everything will work as normal, except for using BIS which is not currently supported. There is a workaround however - we would recommend that you use a MiFi to tether the signal to your BlackBerry as you will then have full functionality.




Does the SIM card expire?

The SIM card will only expire if it is not used for a one year period.




Does the data bundle expire?

Yes, the data bundle is valid for 30 days from when you receive your SIM card. If you run out of data or the bundle expires, you can top-up through My Account or by going directly to http://prepaiddata.cellhire.com.




How do I top-up?

You can top up by visiting http://prepaiddata.cellhire.com This is also accessible from the My Account section of this site.




How do I check my usage?

There is a live usage monitor in the 'My Sims' section of this site. We will also send email alerts to your registered email addresses. You can add registered email addresses at any time, but may not remove the master account email address.




Can I change my bundle?

If your bundle has expired or all of the data allowance has been used up, you are free to buy any new bundle for any zone. If you wish to change your bundle mid-term, please see the below question.




I want to change my Zone before my bundle has been used up/expires. What can I do?

You will be able to upgrade the remaining data allowance in your bundle to be usable in the new zone. The top up portal will make it clear how much data you have left and how much this will cost, and you can pay by any of the approved payment methods.




Can I manage my account online?

Yes you can. Sign in to your account online at www.cellhire.com/my-account where you can:

- Add data bundles to data SIM cards

- Manage your SIM cards

- View call records

- Update Credit Card details




I clicked "Activate" but my SIM isn't yet working?

We activate the SIM with the phone network and this can take up to 2 hours. In the My Account screens, the SIM should show a status of "Activating" during that time. If you've waited 2 hours or more and the SIM doesn't show "Activated" or is showing "Activated" but is not working then please contact our support team and we'll make sure we get you up and running.




How do I check my account billing?

You can view your account balance on your Cellhire account page, www.cellhire.com/my-account  




What if I am not able to sign into my account?

Please make sure that you are entering your correct username and password you used to setup your account. If the problem persists, please contact Customer Support at support@cellhire.com