help

Ortel Mobile is trying to help you the best way they can. Here are the most frequently asked questions. If your question is not answered then please go to the customer service page.

General

What guarantees the quality of the Ortel Mobile network?
Ortel Mobile uses the network of Sunrise in Switzerland, so you can be assured of excellent call quality and network coverage.
To which countries can I make calls with Ortel Mobile?
You can use Ortel Mobile in over 100 countries, including Switzerland. New countries are being added all the time. Please go to our Tariff page for an overview of the countries and rates.
What is voicemail?
Voicemail is a digital answering service that can take messages for you when you are unable to take calls. Voicemail allows you to listen to messages, to record a personal greeting and to enter and change personal settings. Voicemail is active even when your mobile phone is switched off. If someone has left you a voicemail message, you will receive a message telling you that you have a voicemail. Messages that you have listened to are saved for 90 days. Receiving messages on your voicemail in Switzerland is free of charge. To listen to your voicemail messages, the national rate applies. When you are abroad, the international rate applies.
How do I set up my voicemail?
Dial 076 333 33 33 and follow the instructions to record a personal message and to set up a PIN code. Your personal message will let callers know that they have called the right person. If you do not record a personal message, callers will simply hear the telephone number they have called. The PIN code is necessary to listen to your voicemail messages from abroad or from another phone.
How can I listen to my voicemail?
To listen to your voicemail from your Ortel Mobile phone, dial 076 333 33 33.

To listen to your voicemail from a different telephone dial 086 followed by your Ortel Mobile number (e.g. 086 076 123 45 67). You will need your PIN code as well.

To listen to your voicemail with your mobile phone or a fixed line from abroad dial +41 86 followed by your Ortel Mobile number (e.g. +41 86 076 123 45 67). You will need the PIN code you set up in Switzerland to access your messages.

Listening to your voicemail from abroad
To listen to your voicemail with your mobile phone or a fixed line from abroad dial +41 86 followed by your Ortel Mobile number (e.g. +41 86 076 123 45 67). You will need the PIN code you set up in Switzerland to access your messages.
I forgot the PIN code of my Voicemail
If you forgot your voicemail PIN code you can call the Customer Service to reset it. Customer Service 0900 078 000 (CHF 1.50/call).

Number Portability

Can I keep my existing mobile number when switching to Ortel Mobile?
Yes, you can. When you buy your Ortel Mobile Prepaid SIM pack, you receive a new mobile number. If you wish to keep your current number, you can download the form from the website which you need to fill-in and send to us by post (see form for further details). If your old provider gives permission we are able to transfer your current number to your Ortel Mobile SIM card within 10 working days. A text message will be sent to your current number with the date of the transfer to your Ortel Mobile SIM card.

Note: As Ortel Mobile is operating on the Sunrise network, the automatic message you will receive will say that your number will be transferred to Sunrise. You can be sure that this will be done to your Ortel Mobile SIM card despite the notice in the message. Our apologies for the inconvenience.

Conditions that apply to Number Portability
If you are already a prepaid user, your number will be transferred within 15 working days. In case you have a contract with your mobile provider, the transfer period might differ depending on your current contract’s conditions.

  • You will not be able to transfer your existing number if it has been locked.
  • If you have a contract with your current mobile provider that has not yet expired, your current provider will charge you a cancellation fee.
  • If the termination of your current contract is subject to a period of notice, your existing number can only be transferred to Ortel Mobile Switzerland once this period has expired.

Once an agreement has been reached with your current provider, Ortel Mobile will send you text message to your current number with the date of the transfer to your Ortel Mobile SIM card.*
During the process of your application for number portability, you can use the temporary number you received from Ortel Mobile.

This service is FREE of charge.

What to do
Complete the form and attach the following documents:

  • A copy of a valid identity document
  • If you have a contract with your current provider, a copy of your last invoice.
  • If you are a prepaid user, just fill in the form with your current number and the name of your provider.

Send the form and above documents in an envelope to:

YOL Communications GmbH
c/o Ortel Mobile
Portierung
Hardturmstrasse 131
8005 Zürich
or send a fax to: 0800 078 111

Getting started

How does it work?
Once you have bought your Ortel Mobile prepaid SIM card it will be activated within a few minutes. Insert it into your mobile phone and you are ready to start making and receiving calls in Switzerland and abroad.
It’s that easy!

Note:
If you filled in a registration form, it may take up to 24 hours to activate, depending on where you made the purchase. Should your mobile have no network coverage, please switch it off, wait a minute and switch it back on. To add call credit to your SIM card, simply buy top up vouchers in one of the many sales points in Switzerland, including specialized shops, supermarkets and Telecom shops.

What is a PIN code?
By default, the PIN code of your SIM card is not active. However, please make sure that you protect your SIM card from misuse. The best way is by using your PIN code shown on the top left corner of your SIM card. To activate your PIN code please check your mobile phone’s user manual. We advise you to keep this code secret and separate from your mobile phone.

If you enter your PIN code incorrectly three times, the SIM card will automatically be locked. You then need the PUK code to unlock your SIM card.

What is a PUK code?
Your PUK code is mentioned on the top left corner of your SIM card (below the PIN code). Do not throw this card away, and keep it in a safe place. You will need the PUK code to unlock your SIM card after you have entered the wrong PIN code three times.
I lost my PUK code. What shall I do?
If you have lost your PUK code, we may be able to retrieve it for you. You can simply call the Customer Service at 0900 078 000 (CHF 1.50/call).
How can I set up a personal PIN code?
We advise you to change the standard PIN code (given on the SIM card) for a personal PIN code to protect your SIM card from unauthorized use. Please look at the manual of your mobile phone for instructions.

If you enter your PIN code incorrectly three times, the SIM card will automatically be locked. In order to be able to unlock it, please check What is a SIM lock and how do I remove it?

What is a SIM lock and how can I remove it?
There may be a SIM lock on your phone. This digital lock prevents you from making calls with your prepaid SIM card. To find out if there is a SIM lock on your phone, insert your SIM card in your phone. If after you switch on the phone and have entered the PIN code you get the message ‘SIM refused’, your phone is probably SIM locked. Your previous provider can easily remove it for you. If your phone is older than one year, this service is free of charge. If you have had your phone for less than one year, please ask your previous provider about the cost of removing the SIM lock. Your SIM lock can only be removed by your previous provider.
What should I do when my SIM card is lost, stolen or defect?
In those cases please contact Ortel Mobile Switzerland Customer Care by calling 0900 078 000 (CHF 1.50/call), they will help you with the process of requesting a new SIM card.
You will need to provide the following information:

  • Your Ortel Mobile number
  • The postal address to which we can send your new SIM card
  • Your PIN code and PUK code (written on the SIM card in the SIM pack)

Providing this information you will be able to keep your phone number and your prepaid credit. In case you cannot provide the above information, you will need to buy a new SIM card (your number and remaining credit will then be lost). This service is fee of charge.

Topping up / credit

How can I check my call credit?
You can check your call credit either on My Ortel or free of charge by using the following method:

Call *126# and your call credit will appear on your screen. You can use the same method from abroad.

How long is my call credit valid for?
Your call credit is valid for 120 days. If you do not top up your call credit within this period, your mobile number will be withdrawn and you will lose any remaining call credit. If you top up your call credit during this period, your new call credit will be valid for another 120 days. Please note: You cannot claim call credit that has expired.
Where can I buy top up cards?
You can easily buy a top up card at one of the many sales points, including specialized shops, supermarkets and Telecom shops.
How can I top up?
Your top up card and e-voucher has a 12 digit top up code.

To top-up: Press *125* 12-digit code# and press the call key.

You will then receive a message confirming your top up and your new credit amount. This if free of charge and the same method can be used from abroad.

What can I do if I have no more call credit left?
If there is no call credit left on your SIM card, you will not be able to make calls or send text messages. You will however be able to receive calls and text messages, make calls to emergency numbers and use the free top up service to add call credit again.

SMS / MMS / Internet

How can I send SMS messages?
You can send SMS messages within Switzerland and abroad for a low fixed rate. For any paid-for SMS services you may have subscribed to the rate of that service will apply.

To know more about the SMS rates, please have a look at our Tariffs page.

How can I receive SMS messages?
You do not have to do anything special to receive SMS messages. Most phones indicate the reception of a SMS message thanks to a sound and/or a small closed envelope icon on the screen. Please refer to your mobile phone manual to find out how you are informed about a new SMS message and how to read it.

Receiving SMS messages is always free of charge, even when you are abroad.

Can I use paid SMS services?
You can use SMS for all kinds of special services, such as traffic updates, football results and TV voting. Ortel Mobile will charge you the price of a normal SMS message but the providers of these special paid services will charge you extra. The cost of receiving a message will depend on which service you are using.
How can I cancel a paid SMS service?
If you are receiving paid SMS messages, contact the provider of this SMS service to cancel the service.
Does Ortel Mobile prepaid support MMS?
Yes, it is possible to send and receive MMS messages from your mobile phone.
Internet - MMS Settings
1. Mobile phones (feature phone)
To setup internet and MMS for your mobile phone, simply dial *125# and press the send button on your phone. The settings will be sent to your phone as an SMS message. Once received please save it.

2. Smartphones
Smartphones will usually connect automatically to Internet and MMS services, however to set up internet manually please follow the steps below:

iPhone:
1. From the main menu on your phone select the Settings icon.
2. Select the General option.
3. Select the Network option.
4. Select the Cellular Data Network.
5. Select the APN and type the word Internet.
6. Leave the rest of the options blank.
7. When completed, switch your handset off and on and you can start browsing the web.

Android:
1. From the main menu select ‘All programs’ icon (bottom left, a circle with a small triangle in it).
2. Tap on the Settings icon.
3. Select the Wireless & networks option.
4. Select the Mobile networks option.
5. Select the Access Points Names option.
6. Select the APN and type the word Internet.
7. Select the Name and type the word Internet.
8. When completed, switch your handset off and on and you can start browsing the web.

Note: In Switzerland Blackberry Service is not available with a prepaid card.

If you go abroad

How does it work when I go abroad?
With Ortel Mobile you can also make and receive calls while you are abroad. The rates for calling from abroad are shown on the Tariffs page. If you want to call or SMS from abroad remember to top up sufficient credit before you go abroad. It is also easy to top up your credit when you are abroad. See Topping up.
How can I call abroad?
You can call from abroad to Switzerland as follows:
1. Enter the country code followed by the number you would like to dial without the first 0.
2. Press the call button.
For example, if you wish to call the Swiss number 022 123 45 67 from abroad, the number will look as following: +41 22 123 45 67
(+41 is the country code for Switzerland).

For a list of countries and rates, see our Tariffs page.

Can people call me when I am abroad?
Yes, they can. Other tariffs will apply if you receive calls while you are abroad. You pay part of the costs because the person calling you has no idea that you are abroad. Meaning you pay the cost of the call from the Swiss border to wherever you are. These costs will immediately be deducted from your call credit. Remember to top up sufficient call credit when you go abroad. It is also easy to top up your call credit while you are abroad. See Topping up your credit. People can reach you on the same mobile number while you are abroad as when you are in Switzerland.
How do I send an SMS message while I’m abroad?
For international SMS rates, see our International Tariffs page.

You can send SMS messages as you do in Switzerland. Just add the country code to the phone number you text to and remove the first 0 of the number. Then press Send.

For example, to send a SMS to the Swiss number 022 123 45 67 from abroad, the number will look as following: +41 22 123 45 67. (+41 is the country code for Switzerland)

Then press Send on your phone to send your SMS.

How can I top up while I’m abroad?
When you are abroad you can use the same method to top up as in Switzerland, free of charge. You can only use the top up cards or e-vouchers bought in Switzerland. So don’t forget to bring one with you before you go abroad.

To top-up: Press *125* 12-digit code # and press the call key.
You will then receive a message confirming your top up and with your new credit amount.