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General Questions About OneSIM

General Questions

What is GSM? Top
GSM stands for Global System for Mobile communication, but the simple everyday meaning is that it is a phone that can easily roam between different networks. A phone that does not support GSM cannot connect to a network that it's not part of. Phones that do not support GSM technology are not suitable for use on trips abroad.

What is roaming between networks? Top
When you are abroad and your phone goes out of range of the network to which it is connected to, it connects to a different network. Doing this called “roaming” from one cellular network to another. Roaming charges are the phone activity that have made on the network to which you roamed, air time tariffs, call setups, and connection and billing to your original network.

What frequencies GSM phones are using? Top
GSM phones are using four different frequencies worldwide. GSM networks in North and South America operate at frequencies of 850 or 1900 MHz, while most networks in other countries operate at frequencies of 900 or 1800 MHz. Japan and South Korea operate on 3G technology at 2100 MHz. We recommend quad band mobile phones for most international travelers. Since these wireless devices operate on all four of the international GSM frequencies, you ensure the broadest international coverage available. A "tri-band" phones that covers 900, 1800 and 1900 MHz might be enough for most countries. Please check the frequency at your destination country before you travel to make sure your phone supports it. The web site www.gsmworld.com/roaming/gsminfo/index.shtml can provide you this information.

Why are roaming charges abroad so expensive? Top
When you use your phone abroad you are serviced by a network that "does not recognize" you. Since this network has no interest in keeping you as clients, or giving you discounts, they just treat you as tourist. Cellular operators abroad make billions of dollars from airtime from tourists like us. The idea of a local or international SIM card is to allow us not to pay exorbitant tourist tariffs, while also making dialing much easier.

What is a SIM card? Top
A SIM (Subscriber Identity Module) card is a smart card that can store user information on a cellular phone, such as personal details, user settings, phone numbers, messages, textual information, and multimedia. A SIM card can send and receive settings and information from the network and the user phone. The SIM card is usually located in the back inner part of the cellular device, behind or near the battery, and can be taken out and replaced if the phone is not locked.

What is a "SIM lock", or a locked mobile phone? Top
A "SIM lock" is in essence locking the cellular device from roaming between networks. The reason that the cellular providers lock their devices is that users use only their network and won't roam to other providers and spend money with them. When the cellular device is "locked", the SIM card inside does not connect to different providers.

What is a local SIM card? Top
A local SIM card is a SIM card that belongs to a certain network in a specific country. For example a local SIM card in Spain allows you to talk in Spain, being charged local rates, as opposed to tourist rates (i.e. roaming charges). When you travel to a certain country and put in your device a local SIM card for that country, you are in affect forgoing your agreement with your local provider back home, and using the device paying local rates.

What is an International SIM card? Top
International SIM card is SIM card that works in more than one country, sometimes over 100 countries. This SIM card works using the infrastructure of international companies, and allows you to roam with your SIM card between countries and take advantage of the local agreements between the carriers. Every international SIM card has more effective countries, along with countries that prefer not to allow coverage. The power of the international SIM card lies in two main advantages: Firstly, the providers of the card are able to procure good local rates with the partner carriers, such as free incoming calls, or low rate outgoing calls. Secondly, purchasing of this is suitable for people that are not interested in buying local SIM card in every country they go to, but rather to buy one card for all of Europe for example.

What is Dual SIM card? Top
A dual SIM mobile phone is one which has two SIM. Dual-SIM adapters are available to allow cell phones to contain two SIMs, and to switch from one to the other as required. Some phones are designed to work with two SIMs, both of which may be active at the same time. Dual-SIM operation allows the use of two services without the need to carry two phones at the same time. For example, the same handset can be used for business and private use with separate numbers and bills; or for travel, with an additional SIM for the country visited.

About OneSIM

How do I unlock the SIM lock? Top
In order to unlock the SIM lock or "SIM-Free" as it’s called by the cellular providers, you need to contact your cellular provider and ask for a SIM unlock. The provider is required to implement this unlock, consisting of entering a code, and may sometimes incur a fee. We do not recommend it, but there are guides on the internet which tell you how to unlock the phone independently, without the services of the cellular provider. You can type the words "SIM Free" in a search engine, and some of the relevant results will instruct you in unlocking the phone. www.mobileunlocked.com is one of the web sites that can provide you with this service. We acknowledge that in order to use a foreign SIM, there is no choice but for the cellular providers to unlock the phone.

How do I change a SIM in my mobile phone? Top
So you purchased a new SIM card, and flew abroad, now that you land what do you do? How do you make the change itself? In general this is done according to the manufacturer's direction for the phone, but a rule of thumb states that: You turn off the device, change the card, and turn the device back on. The SIM card is usually located in the back part of the device behind the battery so that you need to power it down before you switch.

How much does it cost to join pbxme.com? Top
OneSIM card cost $48. You receive a new SIM card, service for a year and detailed instructions. You need to add airtime calling credit in multiples of $25. OneSIM is a pre-paid card.

How long will my service last? Top
When you purchase OneSIM from pbxme.com it is good for one year. Toward the end of your service you will be reminded to renew your service for another year. The reminder will be sent to you by the type of communication you chose, SMS or E-mail. The cost for renewing the service for additional year is $21.

Where can I use my pbxme OneSIM cards? Top
Your OneSIM cards can be used in over 195 countries. In over 65 countries incoming calls are free.

Can I keep my pbxme OneSIM cards and use it again? Top
Yes! You can use your OneSIM cards in any country we have coverage and service as many times as you like. However, unless you renew your service, it will expire after 12 months. If you wish to keep it going don’t forget to renew your service. The cost for renewing the service for additional year is $21.

Can I send or receive SMS anywhere in the world? Top
You can send SMS from any country listed on our web site, under “our rates”. It also specified the countries where you can receive SMS. pbxme provides SMS services in over 180 countries.

Do I have voicemail on my pbxme OneSIM cards? Top
Yes! You have voicemail and many other useful features like conference calls, call recording, intelligent call forwarding and more. Check the instructions on your welcome package how to retrieve messages from your voicemail.

What are the PIN and PUK codes? Top
PIN and PUK codes are used for your safety. They allow you to access your SIM and protect its use from anyone else. When you receive your SIM card the PIN code is printed on it. You must unlock your phone before you can use it. PUK codes are provided on the SIM card as well, just in case you enter the incorrect PIN code more than 3 times by mistake. If you do, your phone will lock itself for security reasons and you will have to enter your PUK code so it will be unlocked for you to enter the correct PIN code again. Please memorize your PIN and keep the PIN and the PUK in a secured location. If you are using your PUK too many times to recover your PIN, it will lock itself forever.

Is it really so inexpensive? Top
Yes, the call rate air time variations from country to country are quite small. In order to determine exactly what the call inter-country call rate is, click on our rate calculator.

What do I get with the card? Top
The start up kit includes a preloaded SIM card. The value loaded on the card is entirely up to you, in multiples of $25.

How have you managed to achieve such low rates? Top
The migration agreements, the low rates and the excellent service are all provided by reputable mobile phone carrier in United Kingdom, that is why the OneSIM has a United Kingdom mobile number.

Is it true that the card remains mine after I return home from my trip? Top
Yes that is correct, the card remain valid for one year from the initial activation date and provides the facility to extend that period further.

How to pay using PayPal or credit card? Top
You can pay for the SIM card you purchased with your credit card or your PayPal account, by using our secured PayPal account. Log on to your account, click on "Buy SIM" and on the checkout page under "payment type" section select the yellow/orange button "Buy Now", which has Visa / MC / AE logos under it. You will be redirect to the PayPal screen. If you want to pay by credit or debit card click on "continue" above the Visa logo and fill in the credit card information. You can also login into your PayPal account and pay from there. On the "Review Your Payment" page click on "Pay Now" at the bottom to complete your purchase.

What is your return policy? Top
If OneSIM card was not activated, and returned to us within 14 days of the shipping date, we will give the customer full refund, excluding the Shipping & Handling cost and $10 restocking fee.

Using my mobile phone

How do I make a call? Top
To reduce the cost of the call pbxme.com uses a process known as a Call back. After you have dialed the number you wish to the system calls you back and as a second step connects you to the other party. You will not be charged if the other party did not answer. You must follow the calling instructions including adding the “+” button.
1. Dial the number with the + and international dial code, even if you are in the same country. For example, to dial the United Kingdom number 48-996-0199 from anywhere in the world you will need to dial +44489960199.
2. Your phone will display a Calling… message. If it displays error messages as well, ignore them.
3. Your phone will ring within a few seconds.
4. Answer the call and you are connected to the other party.

What is adding credit? Top
If you bought the OneSIM pre-paid SIM card, you have airtime calling credit on your account. If the credit is running low, and you didn’t use the “automatic recharge” option, you will need to add credit to your account. You will be notified by SMS or E-mail if your credit is running low, based on the parameter you set when you opened your account. By default, the system send a warning when you reach an airtime credit balance of $10. 
While on our web site click on the Add Credit button, type your SIM card number and add airtime credit. You can add up credit from anywhere in the world and you do not need to have an account or access your account to add credit. Credit is available in $25 denominations. We are accepting Visa, MasterCard, American Express and Discover or PayPal. You can also call our support center at +1-314-503-6670 to add credit using your credit card.

How long does my credit last? Top
Your credit last as long as your card is active. If your card expired, your credits expired as well.

Do you charge roaming charges or connection fees? Top
Unlike other SIM card providers, pbxme.com does not charge a daily connection fee. By purchasing one of our plans, you can talk anywhere around the world without “hidden fees” like roaming charges, connection fees or any other additional charge.

Can people call me on my existing mobile number? Top
Sure. If you have a voicemail or answering service with your current mobile service you can leave a message while overseas with your OneSIM and callers can call you directly wherever you are. Or, you can redirect your call to the number on your SIM card. That way, you will never miss a call. Since OneSIM has additional USA number on it, you can forward your calls to a number within the USA, and it will be forwarded to you wherever you are. All incoming calls to the USA number are subject to an additional $0.30 per minute surcharge. Check your phone manual how to forward calls.

Can I give my new phone number to my family and business associates? Top
Sure, this is the whole idea. Your pbxme.com SIM card stays with you as long as it is active, and people calling you at that number will reach you wherever you are.

Can I choose my new number? Top
No, an available number will be allocated to you.

Is conference calling available on your service? Top
With OneSIM you can have unlimited amount of people on a conference call at one time.

Can I browse the web or get E-mail with my phone? Top
OneSIM has data capabilities so you can get E-mail, surf the web or download whatever you want. We are working with various operators to lower the cost of data services so it will be more affordable. As soon as we get more competitive rates, we will publish the new rates on our web site and the service will be to you.

Can I dial emergency number using my SIM card? Top
112 is the international emergency GSM standard and you can dial it with any GSM phone even without a SIM card.

Can I SMS through pbxme.com web site? Top
This feature is not available yet.

Is my credit card number stored safely? Top
We store credit card numbers encrypted in our data base. The web site and security were checked and approved by Visa, MasterCard and American Express before they approved us as customers and gave us the permission to do online transactions. In addition these details are passed only in real-time, in a secure manner, to the credit card clearing service provider, who is also approved by the above mentioned credit card companies.

How to set up OneSIM card on my iPhone? Top
First, you need to take the existing SIM card out of your iPhone. This is a little tricky, as you need a pin to remove the SIM holder out of your iPhone. Follow the instructions on your iPhone manual or see a demo at www.youtube.com/watch?v=LHzi0T70P94. Once you replaced the SIM card you can go to “Setting / Phones / SIM Application” and update your profile, if needed. OneSIM card had been tested to work with any iPhone model. If you have iPhone 4 that require Micro-SIM, you can cut our OneSIM card to fit into your iPhone 4, using simple tools. See www.microsim2sim.com/micro_sim_cutter_sticker_shop.html for cheap Micro-SIM cutter.

How to set up OneSIM card on my BlackBerry? Top
With BlackBerry, like any other phone, you just need to replace the SIM card and start talking. After you put the SIM in your BlackBerry you will see an icon was added to the main screen so you can control the SIM menu and change profiles. However, in some BlackBerry models, if you need to change a profile, it cannot be done on the BlackBerry itself. BlackBerry has it’s own operating system, which in some models, does not allow access by any application not manufactured by Research In Motion, the manufacturers of BlackBerry. Therefore, it will not recognize the SIM application on the SIM card. If you need to change a profile, you need to change it on another unlocked GSM phone, and insert the SIM into your BlackBerry. OneSIM card had been tested to work with any BlackBerry model.

Common Problems

I cannot make calls. Why? Top
There are several reasons why you cannot make calls. Most of them are initial setup issue. For troubleshooting please click on the Support tab at the top of the page and follow the instructions.

I have forgotten my website password. What do I do? Top
You can have your password emailed out to you by clicking on the Forgot Password link.

I have forgotten my PIN password and I do not have my PUK. What do I do? Top
Access your account and send E-mail to Support from the site. Add identification information so we can be sure it is you. When you recover your PIN use the original PIN received with your welcome package.

I have forgotten my pbxme.com number. What do I do? Top
With OneSIM card in your phone dial 133 and you will get SMS with your number.

I lost my SIM card and the PIN was attached to it. Can I deactivate my SIM card? Top
Access your account and send E-mail to Support from the site. Add identification information so we can ID your account and get back to you

How can I contact pbxme.com? Top
Click on "Contact Us" on our web site and fill the "Contact Form". We usually respond within 12-24 hours. You can also dial short code *154# on your mobile phone to talk to a customer service representative. This is a paid call with rates as a call to USA from the country you are in.

I am in France and cannot make outgoing calls Top
Make sure you are on SFR or Orange network, as the other networks are weak. If you are not on one if these two networks, switch to it manually. Find the network menu on your handset and search for networks. Once you see the list of networks, select either SFR or Orange.

I cannot find the SIM menu on my Samsung phone Top
Samsung phones are known to have compatibility issues. Some of these issues can be bypassed. For example, dialing a + before the number is not working, but you can dial * instead. In some Samsung phones you cannot switch your profile from the default "Global Roaming" to another profile. Sometimes, you cannot even see the SIM menu and getting a message like "Invalid SIM". To bypass the problem, put your SIM card on another unlocked GSM phone which is not Samsung, switch the SIM to the desire profile and insert it back to your Samsung phone. It should work fine now.

I can not find the SIM menu on my phone running Android operating system Top
On phones running Android operating system version 2.1 and above, you can find the SIM menu on the main menu and it called “SIM Tool Kit”.

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