You can purchase an Ortel Mobile starter set from the following sales locations:
- Kiosks and Internet cafés
- E-Plus shops
- Airport and train station shops
- Filling stations, e.g. Esso
- Supermarkets, e.g. Real
You can purchase an Ortel Mobile starter set from the following sales locations:
Yes – you can also order an Ortel Mobile SIM card online here.
Once you have ordered a new Ortel Mobile SIM card, a confirmation e-mail will be sent to the e-mail address you provided. From this point, the delivery time is three to five working days.
As protection against misuse, the legislative authority stipulates that an identity check must be carried out using an approved and valid identity document before activating a prepaid SIM card.
We require your e-mail address in order to be able to give you important information regarding the progress and status of your SIM card activation.
The identity documents used must have certain holographic security features, minimum information about the person and a photo. Not all identity documents in circulation worldwide meet these security standards. Depending on which identification process you prefer to use, the following applies:
German identity cards, passports and residence permits are allowed. You can also use temporary identity cards and passports. Identity cards and passports from a variety of other countries are also allowed. You can find information about the allowed identity documents from different countries here:
German identity cards and passports are allowed. You can also use temporary identity cards and passports. Identity cards and passports from a variety of other countries are also allowed. You can find information about the allowed identity documents from different countries here: link to Deutsche Post
German and foreign identity cards and passports are allowed. You can also use temporary identity cards and passports.Also approved are diplomatic passports, residence permits, visas, EU Blue Cards, arrival certificates pursuant to Section 63a paragraph 1 of the Asylum Act (AsylG) and proof of suspension of deportation (probationary certificate).
As protection against misuse, personal identification must be carried out before the prepaid SIM card is activated. Therefore, simply stating the details is insufficient.
We offer three methods free of charge:
Requirements for activating the prepaid SIM card by video chat:
Just re-enter www.ortelmobile.de/sim-karte/freischalten and re-start POSTIDENT or print out the POSTIDENT coupon that we have already sent to you by e-mail.
If activation was not successful, we will send you an e-mail with the relevant information.
For help activating your SIM card, please contact our multi-lingual activation hotline on 01806-100 600 (€0.20/call, maximum €0.60/call from German mobile networks).
A PIN code is a 4-digit security number that protects your phone against unauthorised use.
You will find two PIN codes on the back of your SIM card holder: PIN 1 and PIN 2.
PIN 1: You will need this PIN code after switching on your phone. It protects against unauthorised use.
PIN 2: You will need this PIN code to make changes to special services.
The PUK code is your personal unlock code. For your safety and security, your SIM card will be locked automatically if your PIN code is entered incorrectly three times. If the wrong PIN code is entered several times, you can use the PUK code to reactivate your SIM card.
You will find two PUK codes on the back of your SIM card holder: PUK 1 and PUK 2.
You can also find PUK 1 in the "MeinOrtel" area under "My Details".
Once a PUK code has been entered incorrectly 10 times, the SIM card is locked. This cannot be reversed. In this case, you will need to contact our service hotline to swap SIM cards (subject to a fee).
If you lose your PUK code, please send an e-mail to email@example.com containing the following information:
If you have forgotten your customer password, please complete and send the proof of identity form available for download on our homepage (www.ortelmobile.de).
We will provide you with your PUK code by post or telephone.
In your personal "MeinOrtel" online customer area, you can:
As an Ortel Mobile customer, you can register for the personal "MeinOrtel" online customer area at any time.
When you register via mein.ortelmobile.de, you will receive a text message containing a code. During the registration process, you will need to enter the temporary code and then set up a new "MeinOrtel" password.
No registration is required to use the Ortel Mobile app. When you log in for the first time, you receive a text message with a code that is automatically used for registration.
You log into the protected area of the app where your personal data is stored using your MeinOrtel password.
Further information on the Ortel Mobile app is available here.
If you forget your "MeinOrtel" password, you can have it reset via e-mail or text message by entering your Ortel Mobile phone number.
You can change your postal address, e-mail address and MeinOrtel password yourself via MeinOrtel/My Details.
It is currently not possible to change your first name and surname in the personal MeinOrtel customer area.
You can use a top-up card from Ortel Mobile, E-Plus or o2 to top up your Ortel Mobile SIM card.
A top-card code is located on the top-up card; this can be redeemed in the following ways:
You can request your current credit balance at any time in the following ways:
If your SIM card is deactivated, the remaining credit is not lost. You can have the remaining credit reimbursed after deactivating or transferring the SIM card.
To do this, send us an e-mail at firstname.lastname@example.org with the following information:
The claim for payment is checked internally so please bear with us for the refund.
To register for your desired option, you need to make sure that you have enough credit on your prepaid card.
You can register for options in the following ways:
Mobile and online:
Dial account manager 1155 free of charge with your Ortel Mobile SIM card and follow the instructions.
By text message
Send "START options registration keyword"free of charge to 55300.
Via the service hotline:
You will receive confirmation via text message that you successfully registered for your desired option.
If, during a billing period, you have used 100% of your active data flat rate's high-speed volume, you will be informed by text message. You can then register to replenish the same amount of high-speed volume for the same period as your current data flat rate.
You can find an overview of the new high-speed volumes and how to register for them here.
Once the "new high-speed volume" has been activated, you will receive confirmation via text message. Please wait for this before using your mobile data.
Renewing the "new high-speed volume" only applies for the remainder of the current billing period of your active Smart or Internet option.
High-speed volumes not used at the time of renewing your Smart or Internet option cannot be carried over to the next billing period.
If you use up the "new high-speed volume" during the billing period, you can always register to renew the "new high-speed volume".
Ortel Mobile uses the powerful networks of the operator Telefónica Deutschland (O2 network and former E-Plus network).
You can see the level of network availability in your area in the following network coverage map:
You can make low-cost calls with Ortel Mobile (from 1 cent/min.1) to more than 220 countries, including Germany.
A list of countries with all of the applicable prices is available here.
Ortel Mobile also offers various attractive options with included minutes in Germany and many other countries. An overview of options is available here.
If your mobile phone is not displaying a network, you can determine the reason for this via the following points:
You can find further information on the network coverage in your area here.
If you are near to a national border, your mobile phone may connect to the foreign network even though you are within Germany. The reason for this is that the "automatic network selection" option in the settings is activated for most mobile phones.
To avoid unnecessary roaming charges, you can select the "manual network selection" option in your mobile phone settings. This ensures that your mobile phone will only log onto the network selected. You can find information on your mobile phone settings in the corresponding user manual.
Measuring the data exchange (download and upload) between the browser/app and a measuring server can be influenced by various factors (e.g. the settings of the end customer's device as well as other processes taking place at the same time). Prior to the measurement, you are therefore requested to check the connection type (e.g. LAN) and that other factors do not influence the measurement result. It is essentially inevitable for the measurement result to be influenced by the measuring system used. The way that the broadband measurement test is formulated tries to take into account as many factors as possible from the outset. It may be the case, however, that the data transmission rate between your browser/the app and the measuring server is lower than the data transmission rate agreed with your provider.
Several factors may influence the test result. In particular, these are:
It is also possible to perform a measurement using the app via WLAN. In this case, please make sure that the measurement is taken via a stationary connection rather than a mobile radio connection.
Yes – during the measurement (approximately 40 seconds), please do not run any other applications (e.g. updates) and do not transfer any other data on your broadband connection during this time.
You will also need to close any open "tabs" in your browser or "apps" on your mobile end device.
The data throughput of your modem/router or end device can impair the test result if your modem/router or end device cannot utilise the maximum data transmission rate of your Internet connection. For higher data transmission rates (100 Mbit/s or greater), it is therefore necessary to use the modem/router and/or end devices that support the 1000 Mbit/s (1 Gbit/s). So that mobile end devices (smartphones, tablets and mobile routers) can achieve the fastest LTE network available at present, it is necessary to have a mobile radio chip in at least LTE cat. 9 (maximum theoretical downlink 375 Mbit/s – uplink 50 Mbit/s).
When using your laptop, please only perform the measurement with the power supply connected. The energy-saving mode should be deactivated.
Please also make sure that no other end devices (PC, tablets etc.) access your broadband connection via LAN or WLAN.
In the case of limited data volume, please ensure that your data volume has not been used up yet or is already reduced.
Please also note that the measurement must not be performed with Powerline devices.
To obtain the most accurate assessment of your stationary or mobile Internet connection service, the measurement should also be performed with a LAN cable in the case of stationary end devices and via the mobile radio network in the case of mobile end devices and should not be performed wirelessly via WLAN. Measurements via WLAN are possible but may influence the result. If WLAN measurements are identified, they are not incorporated into the further evaluation.
You can use mobile Internet as soon as your Ortel Mobile SIM card has been activated. No additional activation is required.
If your end device does not allow the use of mobile data, please check the configuration settings.
The first time you use your mobile phone, Ortel Mobile will normally send you an automatic text message with the correct settings for using the Internet.
You can request the right configuration that will allow you to use the Internet by texting the password HANDY to 80215 free of charge.
Shortly thereafter, a text message will be sent to your phone with the correct settings. In order to use mobile Internet, you need to install these settings.
Mobile data usage costs 49 cents/MB. If you are using 20 MB per month or more, you should consider registering for a data option. Suitable data options from Ortel Mobile are listed here.
Please note that other prices will apply if you use data outside of the EU. An exact price list can be found in the current Ortel Mobile price list in the download area.
You can also use your Ortel Mobile SIM card abroad.
Simply enter the international dialling code – e.g. 0049 or +49 for Germany – the network prefix without "0" as well as the phone number and then call this number.
Text messages can also be sent from foreign networks. It is always free to receive a text message.
You can use mobile Internet while abroad without registration or activation.
The exact rates charged for using your Ortel Mobile SIM card abroad can be found in the current Ortel Mobile price list in the download area.
The EU roaming regulation says that the previous extra charges for outgoing calls, sending text messages and using data in other EU countries no longer apply.
This means that from 13 June 2017, the terms of your Ortel Mobile tariff and the units included in your option also apply in other EU countries. You can find further details here.
The EU roaming regulation applies to EU member states as well as Iceland, Liechtenstein and Norway.
You can use your domestic tariff in the following countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guyana, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, the Netherlands, Norway, Poland, Portugal, Reunion, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, the UK and Vatican City.
If a country leaves the EU, the respective country will be assigned as a non-EU zone.
The EU roaming regulation does not apply in Switzerland.
In accordance with the EU regulation, as of 1 July 2014 you can use mobile services in other EU countries (including Norway, Liechtenstein and Iceland) via an alternative (local) roaming provider. You can find additional information here.
You can transfer your mobile number to Ortel Mobile in three easy steps:
1) Apply to Ortel Mobile for a phone number transfer
Please note that the customer data that your previous provider has and the customer data we have must be identical.
Ortel Mobile GmbH, c/o Telefonica GmbH & Co. OHG. P.O. Box 90345 Nuremberg or via fax to: 0331-700 31 30
2) Your previous provider needs to release your phone number
Please call your old provider and let them know that you would like them to release your phone number for transfer purposes (= transfer statement). Please note that your contract with the respective provider will continue under the previous terms. Remember to terminate this contract in writing in good time. Your previous provider will charge you a transfer fee of up to EUR 30 in order to transfer your phone number.
In this case, terminate the contract with your previous provider in due time and at the earliest possible date. It is possible for a phone number to be transferred at the end of a fixed-term contract and up to 90 days after the contract has ended. Your previous provider will charge you a transfer fee of up to EUR 30 in order to transfer your phone number.
If you would like to transfer the phone number from a prepaid card, please send an opt-out notice to your previous provider. You can obtain a form from your previous provider upon request or from the respective provider's website. In the case of prepaid SIM cards, the transfer fee is usually deducted from your prepaid credit and in rare cases by transfer. You therefore need to make sure that you have enough credit in your prepaid account.
3) And you're done!
We will take care of the rest for you.
We will send you an e-mail and text message to let you know the exact transfer date. If you have any questions, you can contact our customer service team by phone on 0177-177-1138* or via e-mail: email@example.com
*Costs depend on provider charges for making a call to the Telefónica Deutschland networks
Once you have informed your previous provider that your number will be transferred to Ortel Mobile and paid the transfer fee to your previous provider, it will take around seven to ten working days until you can use your Ortel Mobile SIM card with your old number.
Please note that you cannot use your Ortel Mobile SIM card until the transfer is complete.
An overview of the steps required to transfer a phone number is available here.
1) Let our customer centre know via phone or e-mail that you would like to transfer your phone number to a new provider:
From landlines and all mobile phone networks: 0177-177-1138*
(the call is charged at the rate specified by the provider for mobile calls to the Telefónica Deutschland networks)
Service times for the customer service team
Monday to Friday from 8.00 am to 8.00 pm
Saturday and Sunday from 9.00 am to 6 pm
2) To transfer your number, we will charge a fee of EUR 29.95, which we will deduct from the credit on your SIM card. With this in mind, please make sure that you have enough credit for the charge on your SIM card and that you top up your credit if necessary.
Tip: cancel your options in advance so that they are not automatically extended, which may result in you no longer having enough credit for the transfer fee.
3) Let your new provider know about the pending phone number transfer.
Is your SIM card defective or lost or has it been stolen?
TIP: in the event of a theft, please make sure that your SIM card is locked. You can have your SIM card locked by phoning our customer service team or online via MeinOrtel.
You can order a new, free SIM card in the following ways:
You will receive your new SIM card in the post. You will still need to have this activated via our service hotline. You can also activate your new SIM card yourself via the free hotline +49 176/ 88 85 66 92 or via MeinOrtel. From this point, your old SIM card will be invalid.
Note: the new SIM card is a triple SIM, i.e. it contains three SIM formats in one: a normal SIM card, a micro SIM and a nano SIM. It can be made smaller by simply breaking off to the card format you need.
When a SIM card is swapped, your phone number, credit and any registered options remain.
Voicemail is a digital answering machine that records messages for you when you cannot answer the phone. Callers leave a voicemail message if you are unavailable or cannot answer the call.
If a caller leaves a message on your voicemail, you will receive a text message informing you of the missed call.
You will find information on the various voicemail functions and using your voicemail below.
When you activate your SIM card, your voicemail is ready for use. You have the option of recording a personal greeting message and to set different functions while setting up your voicemail.
Setting up a personal greeting message
A standard greeting message is preset when the SIM card is activated. You also have the option of recording a personal greeting message:
Dial 9911 and follow the instructions for recording a personal greeting message.
Setting a security number (PIN)
When you call your voicemail for the first time, you will be asked to set a security number (a four to ten-digit PIN) so that no one other than yourself can access your messages. You will need to enter this security number if you would like to listen to your voicemail from another phone connection.
Depending on your individual settings, incoming calls are forwarded to your voicemail. As soon as a message is recorded to your voicemail, you will receive a text message.
Using your own mobile phone, your voicemail can easily be called up by dialling 9911 within Germany. You will be immediately identified on the basis of your phone number and connected to your voicemail – without having to enter the security number.
Within Germany, setting up/calling the voicemail service costs 9 cents/min. plus a connection fee of 9 cents per call. The respective national tariffs apply for calling and listening to your voicemail abroad.
In order to activate or deactivate your voicemail, dial 9911 free of charge from your mobile and follow the voice menu.
Select "change configuration" via key 9 and then select "service selection" with key 6 in order to activate or deactivate your voicemail. Then follow the instructions in the voice menu.
In accordance with § 1 of the telecommunications transparency regulation, the product information sheets for each product are the same for all customers and only contain standard information on the respective product. Individually agreed special services, offers or reductions cannot be taken into account. You can find the contractually agreed prices in the individual documents we deliver or electronically send to you.
You can purchase an Ortel Mobile starter set from the following sales locations:
You can also buy your Ortel Mobile starter set online here.
You can download documents for currently advertised products at ortelmobile.de/produktinformationsblatt.