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OneSIM troubleshoot guide
  • Cannot make calls
  • Cannot make calls in USA
  • Preferred Networks
  • Call quality issues
  • Changing Profiles
  • Further Support

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    Cannot make calls                     Top
    1. Make sure your SIM card is properly installed. You must have unlocked GSM phone to use OneSIM card, and the phone should support the network frequency. In Japan and South Korea you should have a 3G phone.
    2. Make sure you are getting a network signal. Sometimes the network connection got lost. Take the battery out for a minute and put it back in. That should renew the network signal. If that did not help, find the network menu on your handset, select the "search network manually" option, and select a network with good signal from the list of networks. If you still can not find a network, and you have the original SIM from your carrier with you, try to insert it, and see if you can get a network signal. If you are getting a network signal, it is possible pbxme does not have a network agreement with the network in your area.
    3. If there is no coverage or network not available, yet you know mobile services exist in the area. It is possible that pbxme does not have roaming agreements in that country. In USA we have agreements both with AT&T and T-Mobile.
    4. Make sure you have credit in your account allowing you to make calls or receive calls. Credit is required in your account to receive inbound calls for non free roaming countries.
    5. The OneSIM card may be incompatible with certain handsets in it’s default mode. There is an entry for “Callback Application” in the SIM Menu. This will normally have a * digit before it to show that the Application is functioning correctly. If it has a \ digit in place of the * this means that the handset does not support the special Callback Application that is loaded onto the OneSIM card. If you suspect that there are handset compatibility issues then it is necessary to dial a # after the telephone number when making a call. Do not however go into this menu and deactivate the Callback Application.
    Cannot make calls in USA                     Top
    1. Verify on the "Select Location" (sometimes called "Roaming Services") application, under the "Profile" (Sometimes called "SIM Menu") menu on your phone, you are set to "USA".
    2. Your SIM card is working on any GSM or 3G network. However, in USA T-Mobile is the preferred network and it is highly recommended to switch manually to T-Mobile network. The "network selection" menu is usually under Settings --> phone settings, or something similar, depending on your phone.
    Preferred Networks                     Top
    In some countries it is better to use the following preferred networks to get the best quality reception. Follow the instructions above how to switch networks manually. When you leave a country you searched for a network manually, don’t forget to set your phone back to automatic detection of a network, so it will find a network automatically on your next destination.
    USA: T-Mobile
    France: SFR or Orange
    Russia: Tele2 or MTS
    Ukraine: Kyivstar GSM JSC, MTS Ukraina or Astelit
    Italy: TIM (must select)
    Japan: DoComo (must select)
    Call quality issues                     Top
    In the unusual event that the quality of your call is poor, ensure you have a proper signal. If you have good signal the line may be at fault, please hang-up and redial. If that does not resolve the problem please try changing mobile networks. Refer to your handset manual for instructions to do this.
    Changing Profiles                     Top
    To swap between Profiles find "Profile" or "SIM Services" or "SIM Menu" in the handset menu (It has different names in different phones). Then click the "Roaming Services" entry, select the required Profile and save. In some models, the phone freeze after changing the profile. Take the battery and the SIM card out for 1-2 minutes, put them back in, restart the phone and repeat the process. Remember, you must restart your phone after changing profiles.
    Further Support                     Top
    Check out www.pbxme.com/simfaq.asp for answers to your most common questions. Usually, you will find there answers to most questions.
    pbxme is committed to providing top quality Customer Support seven days a week. Please feel free to contact us using the "contact us" form for a prompt polite response.

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