First steps

Where can I buy an Ortel Mobile SIM card?

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

Can I also buy an Ortel Mobile SIM card online?

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.

Activation and identification

How do I activate my Ortel Mobile prepaid SIM card?

Activate the SIM card at https://sim-karte-aktivierung.ortelmobile.de/de

You also have the option to have your Ortel Mobile prepaid card activated at selected retailers.

Good to know: To avoid misuse, the identity check and activation of the prepaid SIM card can only be arranged by the person who registered the SIM card. When registering, please make sure that all first names and surnames are entered as they are on forms of ID and to enter your e-mail address. Please avoid typing errors because these can delay or even prevent the activation process.For the identity check and activation, you require an approved and valid identity document.

instruction

Why do I need to provide an identity document when activating my SIM card?

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.

Why do I need to provide my e-mail address?

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.

Which forms of ID are approved as proof of identity for activating SIM cards?

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:

  • For identification by video chat

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:

https://www.deutschepost.de/content/dam/dpag/images/P_p/Postident/downloads/dp_postident-ausweisliste_video_201703.pdf

  • For identification by POSTIDENT

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

 

  • For identification at Ortel Mobile retailers (may vary depending on retailer)

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).

Is it enough to enter the details of my ID, proof of identity or certificates?

As protection against misuse, personal identification must be carried out before the prepaid SIM card is activated. Therefore, simply stating the details is insufficient.

What options do I have to activate my prepaid SIM card with an identity check?

We offer three methods free of charge:

  • Identity check by video chat
  • Identity check by POSTIDENT
  • Identity check by an Ortel Mobile retailer

I would like to activate my prepaid SIM card by video chat. What do I need?

Requirements for activating the prepaid SIM card by video chat:

  • Only the person who registered the SIM card can use the video chat. This guards against misuse.
  • The approved and valid identity document must be available.
  • You need a computer with a webcam and a microphone or a smartphone/tablet with a camera.
  • This means that the video chat can be carried out via the internet browser. The browser must support WebRTC, for example Chrome, Firefox or Opera.
  • If you are using a smartphone or tablet, you must use an app for the video chat. The Deutsche Post app (POSTIDENT app) can be found in the Apple Store or Google Play.
  • A stable and quick internet connection must also be available.
  • Your face and surroundings must be well lit from the front.Good to know: the video chat is available daily between 8 am and 10 pm. Unfortunately, video chat is not possible outside of these service times.

Activation by video chat is not working. What do I do now?

  • The video chat is available daily between 8 am and 10 pm. Please arrange activation within this period of time.
  • Is the internet connection sufficiently stable and quick?
  • Are your camera and microphone working?
  • Are your face and surroundings well lit?
  • Video chat is not available? In this case, it is worth trying again at a later time (note the opening times). Alternatively, activation is possible via the POSTIDENT process or at an Ortel Mobile retailer.

I accidentally cut short the video chat. Can I start again?

  • Just re-enter www.ortelmobile.de/sim-karte/freischalten and start again.
  • If the customer details have already been entered, then the date of birth will be requested to protect against misuse.

How do I activate my prepaid SIM card using the POSTIDENT process?

  • An identity check to activate the SIM card must be carried out in a post office by the person who registered the SIM card.
  • When selecting the POSTIDENT process, we provide a POSTIDENT coupon to download and print for this purpose. We will also send these to the e-mail address on record in the customer details.
  • In the post office of your choice, the identity check will be conducted with an approved and valid identity document and the POSTIDENT coupon. You can find a post office in your area here: http://standorte.deutschepost.de/Standortsuche?standorttyp=filialen_verkaufspunkte&service=4&lang=de

I no longer have the POSTIDENT coupon. What can I do?

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.

How do I activate my prepaid SIM card with an Ortel Mobile retailer?

  • Go to the Ortel Mobile retailer of your choice
  • Prove your identity with an approved and valid identity document
  • An employee will check your identity and compile the details that are necessary to activate your prepaid card

I have registered my prepaid SIM card. What happens next?

  • As soon as the identity details have been checked successfully, we will activate the prepaid SIM card.
  • You will receive an e-mail from us with the relevant information.
  • Activation of prepaid SIM cards generally happens within a few minutes but can take up to 24 hours in exceptional cases.

Activation of my prepaid SIM card was unsuccessful. What happens now?

If activation was not successful, we will send you an e-mail with the relevant information.

Who should I contact if I have further problems activating the Ortel Mobile SIM card?

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).

PIN-Code

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.

PUK-Code

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).

Lost PUK-Code

If you lose your PUK code, please send an e-mail to info@ortelmobile.de containing the following information:

  • Your Ortel Mobile prepaid phone number (provided in the starter set)
  • Your SIM card number (provided in the starter set)
  • Your customer password

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.

Ortel Mobile personal customer area

How can I register for the personal "MeinOrtel" online customer area?

In your personal "MeinOrtel" online customer area, you can:

  • View your current balance

  • Immediately top up your balance

  • Register, manage and cancel options

  • View the remaining included minutes under the option you have currently registered

  • View and download itemised statements

  • View and amend personal data

  • And much more....

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.

How do I use the Ortel Mobile app?

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.

I have forgotten my "MeinOrtel" password – how can I reset the password?

If you forget your "MeinOrtel" password, you can have it reset via e-mail or text message by entering your Ortel Mobile phone number.

How can I change my customer details?

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.

Topping up and credit

Where can I buy a top-up card for my Ortel Mobile SIM card?

You can use a top-up card from Ortel Mobile, E-Plus or o2 to top up your Ortel Mobile SIM card.

  • Top-up cards are available from a large number of kiosks, call shops, supermarkets, retailers, filling stations, chemists and o2 shops.

  • Via "PayPal Digital Gifts", you can buy EUR 15, EUR 20 or EUR 30 of credit online.

How can I redeem my top-up card?

A top-card code is located on the top-up card; this can be redeemed in the following ways:

  • Enter the code via the mobile keypad: *103*16-digit top-up code# call button

  • Call account manager 1155 from your mobile free of charge, enter the top-up code via the mobile keypad and confirm with the # key

Where can I view my current credit balance?

You can request your current credit balance at any time in the following ways:

  • Call account manager 1155 from your mobile free of charge and press 1

  • Via USSD code: using your mobile keypad, enter *101#call button. Your balance will be displayed on your mobile phone screen.



How can I have my remaining credit reimbursed if the SIM card has been deactivated?

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 info@ortelmobile.de with the following information:

  • Phone number

  • SIM card number

  • Bank account (IBAN and BIC)

  • Your name and postal address

The claim for payment is checked internally so please bear with us for the refund.


Registering for & managing options

How can I register for an option?

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:

  • Ortel Mobile app: in the Android or iOS app from Ortel Mobile

  • MeinOrtel: via the personal MeinOrtel customer area

By phone:

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:

  • From landlines and all mobile phone networks: 0177-177-1138 (your provider's tariff for calls to the networks of Telefónica Deutschland apply.)

You will receive confirmation via text message that you successfully registered for your desired option.

What is new high-speed volume?

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".

Mobile network

Which network does Ortel Mobile use and what is the network coverage like?

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:

https://www.o2online.de/service/netz-verfuegbarkeit/netzabdeckung/

Which countries can I make calls to with Ortel Mobile?

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.

My mobile phone is not displaying a network. What can I do?

If your mobile phone is not displaying a network, you can determine the reason for this via the following points:

  • Check the network availability in the area: You can use the network coverage map to check the network availability in your area. You can also check current network faults online here.

  • Simply switch your mobile phone off and on again. In some cases, the software is responsible. Once your mobile phone has been switched on again, network coverage will be re-established.

  • Insert the SIM card into another mobile phone. If the fault no longer occurs, then the problem lies with either the hardware or the SIM card.

You can find further information on the network coverage in your area here.


I am in an area close to a border. What can I do to stop my mobile phone from logging onto a foreign network?

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.

How accurate are online broadband measurement tests in general?

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.

What factors can influence the result in app measurements?

Several factors may influence the test result. In particular, these are:

  • The contractually agreed maximum bandwidth of your mobile Internet connection (e.g. tariff-related restriction of the data transmission rate in downloading and uploading tasks or a reduction after exceeding the monthly included volume)

  • The number of active users that use the same mobile radio cell and the same network segment as you

  • The end device involved in the test

  • The mobile radio technology used (GPRS, UMTS, LTE)

  • The mobile radio network coverage and supply quality in your area – whether you are inside or outside a building during the mobile radio measurement

  •  How quickly you are moving (e.g. on the motorway or on a train)

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.

What factors can influence the result in web browser measurements?

  • Several factors may influence the test result. In particular, these are:

  • The contractually agreed maximum bandwidth of your stationary Internet connection (e.g. tariff-related restriction of the data transmission rate in downloading and uploading tasks or a reduction after exceeding the monthly included volume)

  • The number of active users that use the same network segment as you

  • The end device involved in the test

  • The simultaneous use of the same Internet connection by other users or programs (e.g. e-mail, updates, VPN)

  • The quality of your modem/router

  • Taking the measurement via WLAN

 

Do I need to bear anything in mind during the measurement? How can I create an optimal test environment?

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.

Why was my measurement not taken into account in the evaluation?

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.

Mobile Internet

What do I need to do to use mobile Internet?

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.

What should I do if mobile Internet does not work on my mobile phone?

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.

How much does mobile data usage cost?

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.

Roaming

Can I also use my Ortel Mobile SIM card abroad?

You can also use your Ortel Mobile SIM card abroad.

Calls
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.

Texts
Text messages can also be sent from foreign networks. It is always free to receive a text message.

Mobile Internet
You can use mobile Internet while abroad without registration or activation.

How much does it cost to use my Ortel Mobile SIM card abroad?

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.

What does the EU roaming regulation say?

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.

To which countries does the EU roaming regulation apply?

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.

Does the regulated EU roaming tariff also apply in Switzerland?

The EU roaming regulation does not apply in Switzerland.

What are alternative roaming providers?

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.

Phone number transfer

How can I transfer my existing number to Ortel Mobile?

You can transfer your mobile number to Ortel Mobile in three easy steps:
1)    Apply to Ortel Mobile for a phone number transfer

  • Please activate your SIM card

  • Then print the application for a phone number transfer. The application for transferring your phone number is available here.

Please note that the customer data that your previous provider has and the customer data we have must be identical.

  • Send the completed and signed application to:

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

  • Do you have a fixed-term contract and would like to change providers before the end of the contract?

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.

  • Do you have a fixed-term contract and would like to change providers at the end of the contract?

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.

  • Do you have a prepaid SIM card?

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: info@ortelmobile.de

*Costs depend on provider charges for making a call to the Telefónica Deutschland networks

How long will it be until I can use my Ortel Mobile SIM card with my previous phone number?

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.

How can I transfer my Ortel Mobile phone number to a new provider?

1)    Let our customer centre know via phone or e-mail that you would like to transfer your phone number to a new provider:

  • Contacting the Ortel Mobile customer service team by phone

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

  • Or via e-mail to: info@ortelmobile.de


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.


Swapping SIM cards

How can I order a new Ortel Mobile SIM card?

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:

  • Calling the Ortel Mobile customer service team:From landlines and all mobile phone networks: 0177-177-1138 (your provider's tariff for mobile phone calls to the networks of Telefónica Deutschland apply)                                                                                                            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                                                                            For identification purposes, please have either your personal customer password or your PUK 1 to hand.

  • Via e-mail to: info@ortelmobile.de

  • Via letter to: Ortel Mobile GmbH, E-Plus-Str. 1, 40472 Düsseldorf, Germany

  • Or online via the personal MeinOrtel customer area



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.

What happens to my phone number and credit when I swap SIM cards?

When a SIM card is swapped, your phone number, credit and any registered options remain.


Voicemail

What is voicemail?

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.

How can I set up my voicemail?

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.

How can I listen to my voicemail?

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.

How much does it cost to listen to my voicemail?

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.

How can I activate or deactivate my voicemail?

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.

Questions and answers regarding product information sheets

Why are the prices on these product information sheets different to the prices that were communicated to me?

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.

Where can I buy an Ortel Mobile SIM card?

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 also buy your Ortel Mobile starter set online here.

Where can I find product information sheets to download?

You can download documents for currently advertised products at ortelmobile.de/produktinformationsblatt.

Hide legal notes
Ortel Mobile GmbH, E-Plus-Straße 1, 40472 Düsseldorf

1) Standardtarif:
Condition for use: purchase of a starter package (RRP €9.95). Standardtarif: Calls made within Germany: 9 cents/min.; calls made to international numbers from 1 cent/min. A one-off connection fee of max. 15 cents per call may also be charged (all prices can be found at https://www.ortelmobile.de/en.html). Text 15 cents. 49 cents/MB. 60/60 billing increment. Not valid for special numbers. Data speeds in Germany and the EU up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload). The stated speeds are the maximum technically possible speeds in each case. The average speed actually achieved may differ from this. Billing increment in 100 KB steps.

2) Internet Flat L (€19.99 per 28-day option period):
Up to 7.5 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

3) Smart World XL (€29.99 per 28-day option period):
Up to 1000 minutes from Germany to the EU, plus calls from Germany to all networks in Bangladesh, Brazil, Canada, Chile, China, Hong Kong, India, Indonesia, Iraq, Israel, Japan, Malaysia, Pakistan, Puerto Rico, Singapore, South Korea, Thailand and the US as well as to landline networks in Kazakhstan, Russia and Slovenia. The option also includes a flat rate for calls to all German networks. This also applies for calls within the EU and from the EU to Germany. 60/60 billing increment. Not valid for special numbers. The standard conditions of your tariff will apply outside the included service.
Up to 12 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

4) World 1000 (€19.99 per 28-day option period):
Up to 1000 minutes from Germany to the EU, plus calls from Germany to all networks in Bangladesh, Brazil, Canada, Chile, China, Hong Kong, India, Indonesia, Iraq, Israel, Japan, Malaysia, Pakistan, Puerto Rico, Singapore, South Korea, Thailand and the US as well as to landline networks in Kazakhstan, Russia and Slovenia. The option also includes a flat rate for calls to all German networks. This also applies for calls within the EU and from the EU to Germany. 60/60 billing increment. Not valid for special numbers. The standard conditions of your tariff will apply outside the included service. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

5) On-Net Flat (€5 per 28-day option period):
Flat rate to all Telefónica Deutschland networks (e.g. Ortel Mobile, E-Plus, o2, AY YILDIZ, blau). Not valid for special numbers. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

6) Internet Flat S (€9.99 per 28-day option period):
Up to 2.5 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

7) World 400 (€9.99 per 28-day option period):
Up to 400 minutes to all networks in Germany and the EU, plus all calls from Germany to all networks in Bangladesh, Brazil, Canada, Chile, China, Hong Kong, India, Indonesia, Iraq, Israel, Japan, Malaysia, Pakistan, Puerto Rico, Singapore, South Korea, Thailand and the US as well as to landline networks in Kazakhstan, Russia and Slovenia. The option also includes a flat rate for calls made within Germany to Telefónica networks (e.g. Ortel Mobile, E-Plus, o2, AY YILDIZ, blau). 60/60 billing increment. Not valid for special numbers. The standard conditions of your tariff will apply outside the included service. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

10) Internet Flat XL (€29.99 per 28-day option period):
Up to 14 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

11) Internet Flat M (€14.99 per 28-day option period):
Up to 5 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

12) & 13) Neues Highspeed Volumen (from €6 per registration, max. 28 days)
Registration is only possible if one of the following options is active (the one-off price for Neues Highspeed-Volumen is in brackets): Internet Flat S (€6), Internet Flat M (€9), Internet Flat L (€15), Internet Flat XL (€25), Allnet Flat L (€15), Allnet Flat M (€9), Smart World S (€6), Smart World L (€9), Smart World XL (€15). The "Neues Highspeed Volumen" supplemental service resets the volume of data already used during the respective billing period and the same high-speed data volume for the activated flat rate can be used again during the current option period, maximum 56 kbit/s for downloading and uploading. The time period is not automatically extended. It is possible to register for the supplemental service several times within the option period. However, the service is only valid for the remaining time of the current billing period (28 days).

14) Ortel starter pack for €9.95
Offer available only when ordering online: €10 starting credit + €10 bonus credit for the first top up of 10€ + €25 once phone number is transferred (bonus credit of EUR 25 will be paid into the prepaid account only if the phone number is successfully transferred to Ortel Mobile. The bonus credit cannot be paid out. Most mobile providers will charge a fee to transfer your phone number.)
Standard tariff: valid only for SIM cards activated starting 15/08/2012. 60/60 second billing increment. German domestic calls: 9 cents/min. plus a one-off connection fee of 9 cents per call; calls made to international numbers possible from 1 cent/min. plus a one-off connection fee of 15 cents per call (all prices can be found at www.ortelmobile.de). Each text message costs 15 cents. All prices indicated are inclusive of VAT.

15) Smart World L (€19.99 per 28-day option period):
Up to 250 minutes from Germany to the EU, plus calls from Germany to all networks in Bangladesh, Brazil, Canada, Chile, China, Hong Kong, India, Indonesia, Iraq, Israel, Japan, Malaysia, Pakistan, Puerto Rico, Singapore, South Korea, Thailand and the US as well as to landline networks in Kazakhstan, Russia and Slovenia. The option also includes a flat rate for calls to all German networks. This also applies for calls within the EU and from the EU to Germany. 60/60 billing increment. Not valid for special numbers. The standard conditions of your tariff will apply outside the included service.
Up to 5 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

17) Allnet Flat M (€19.99 per 28-day option period):
Flat rate to all networks in Germany and the EU. Not valid for special numbers. Up to 6 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

22) Smart World S (€9.99 per 28-day option period):
Up to 180 minutes to all networks in Germany and the EU, plus all calls from Germany to all networks in Bangladesh, Brazil, Canada, Chile, China, Hong Kong, India, Indonesia, Iraq, Israel, Japan, Malaysia, Pakistan, Puerto Rico, Singapore, South Korea, Thailand and the US as well as to landline networks in Kazakhstan, Russia and Slovenia. The option also includes a flat rate for calls made within Germany to Telefónica networks (e.g. Ortel Mobile, E-Plus, o2, AY YILDIZ, blau). 60/60 billing increment. Not valid for special numbers. The standard conditions of your tariff will apply outside the included service.
Up to 1.5 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

23) Allnet Flat S (€14.99 per 28-day option period):
A flat rate in all German networks, abroad within the EU, and for telephone calls to Germany from abroad within the EU. Not valid for special numbers. Up to 2 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

24) Allnet Flat L (€24.99 per 28-day option period):
Flat rate to all networks in Germany and the EU. Not valid for special numbers. Up to 12 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

25) Internet Flat 50 GB (€79.99 per 28-day option period) available for Ortel Mobile Internettarif: Up to 50 GB in Germany with a speed of up to 21.6 MBit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for uploading and downloading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. Billing increment in 100 KB steps. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically. The option may not be commercialised e.g. resold or offered commercially.

26) Internet für Zuhause (€29.99 per 28-day option period) available for Ortel Mobile Datentarif: Up to 60 GB in Germany with a speed of up to 21.6 MBit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for uploading and downloading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. Billing increment in 100 KB steps. Option only available for use in stationary LTE routers. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically. The option may not be commercialised e.g. resold or offered commercially. The application is limited a stationary use, mobile use is excluded.

27) Mehr Internet (€14.99 per a maximum of 28-day option period) available for Internet für Zuhause option: Up to an additional 10 GB in Germany with a speed of up to 21.6 MBit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for uploading and downloading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. Billing increment in 100 KB steps. The time period is not automatically extended. It is possible to register for the more internet option several times within the option period. However, the internet for home use option is only valid for the remaining time of the current billing period (up to 28 days).

28) Mehr Internet (€14.99 per a maximum of 28-day option period) available for Internet Flat 50 GB option: Up to an additional 10 GB in Germany with a speed of up to 21.6 MBit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for uploading and downloading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. Billing increment in 100 KB steps. The time period is not automatically extended. It is possible to register for the more internet option several times within the option period. However, the internet for home use option is only valid for the remaining time of the current billing period (up to 28 days).

29) Ortel Mobile GmbH, E-Plus-Straße 1, 40472 Düsseldorf: 49 cents/MB. Billing increment in 100 KB steps. The Ortel Mobile data rate is only available in Germany (roaming and telephone calls are excluded). Conditions of use: purchase of an internet for home starter package (RRP €69.99). The starter kit includes a SIM card and a stationary LTE router. A power connection is necessary for the use of the device.

30) Ortel Mobile GmbH, E-Plus-Straße 1, 40472 Düsseldorf: 49 cents/MB. Billing increment in 100 KB steps. The Ortel Mobile Internettarif is only available in Germany (roaming and telephone calls are excluded). Conditions of use: purchase of an starter package (RRP €5,00).

31) Internet Flat XXL (€39.99 per 28-day option period):
Up to 25 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

32) Smart World XXL (€39.99 per 28-day option period):
Up to 1000 minutes from Germany to the EU, plus calls from Germany to all networks in Bangladesh, Brazil, Canada, Chile, China, Hong Kong, India, Indonesia, Iraq, Israel, Japan, Malaysia, Pakistan, Puerto Rico, Singapore, South Korea, Thailand and the US as well as to landline networks in Kazakhstan, Russia and Slovenia. The option also includes a flat rate for calls to all German networks. This also applies for calls within the EU and from the EU to Germany. 60/60 billing increment. Not valid for special numbers. The standard conditions of your tariff will apply outside the included service.
Up to 20 GB in Germany and the EU with a data speed of up to 21.6 Mbit/s (download) and 8.6 Mbit/s (upload), at which point this changes to a maximum of 56 kbit/s for downloading and uploading. The stated speeds are the maximum technically possible speeds in each case. The average speed that is actually achieved may differ from this. If you have sufficient credit, and do not cancel the option by the end of the period in question, it will be renewed automatically.

36) Best Europe (€0 per 28-day option)
Best Europe (€0 per 28-day option) available at Ortel Mobile standard rate. The prices indicated apply from Germany, plus a one-off connection fee of 15 cents per call (all prices can be found at https://www.ortelmobile.de/en.html). 60/60 billing increment. Not valid for special numbers. This will be renewed automatically if you do not cancel the option by the end of the period in question. If the option is not registered, the prices according to the standard rate will apply (all prices can be found at https://www.ortelmobile.de/en.html).

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