FAQ

First steps

Where can I buy an Ortel Mobile SIM card?

Can I also buy an Ortel Mobile SIM card online?

Activation and identification

How can I activate my Ortel Mobile prepaid SIM card?

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

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

Which ID documents are recognised as proof of identity when activating the SIM card?

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

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

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

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

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

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

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

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

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

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

Who should I contact if I have any other problems with activating the Ortel Mobile SIM card?

PIN-Code

PUK-Code

Lost PUK-Code

Ortel Mobile personal customer area

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

How do I use the Ortel Mobile app?

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

How can I change my customer details?

Topping up and credit

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

How can I redeem my top-up card?

Where can I view my current credit balance?

I would like to have the remaining credit/balance back. What do I have to do?

Registering for & managing options

How can I register for an option?

What is new high-speed volume?

Mobile network

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

Which countries can I make calls to with Ortel Mobile?

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

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

How accurate are online broadband measurement tests in general?

What factors can influence the result in app measurements?

What factors can influence the result in web browser measurements?

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

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

Mobile Internet

What do I need to do to use mobile Internet?

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

How much does mobile data usage cost?

Roaming

Can I also use my Ortel Mobile SIM card abroad?

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

What does the EU roaming regulation say?

To which countries does the EU roaming regulation apply?

Does the regulated EU roaming tariff also apply in Switzerland?

What are alternative roaming providers?

Phone number transfer

How can I transfer my existing number to Ortel Mobile?

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

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

Swap SIM / New SIM Card

How can I order a new Ortel Mobile SIM card?

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

I have received an SMS from Ortel Mobile about the changeover from 3G. What do I need to do?

Still don’t have an account?

Already have an account?

Voicemail

What is voicemail?

How can I set up my voicemail?

How can I listen to my voicemail?

How much does it cost to listen to my voicemail?

How can I activate or deactivate my voicemail?

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?

Where can I buy an Ortel Mobile SIM card?

Where can I find product information sheets to download?

Carrier Billing information

Payment via mobile phone bill

Block on third-party providers

Rich Communication Services (RCS)

What is RCS?

Ich habe eine Beschwerde

Alle Kontaktkanäle für Ihr Anliegen

You don’t have an Ortel SIM card yet?

Then order it quickly, put credit on it, and book the right option for you!

Security
  • Secure payment
  • SSL encryption
  • Full cost control

Ortel Mobile is a company of the E-Plus Group.

Your advantages at Ortel Mobile

SIM card without contract

With a prepaid SIM card from Ortel you can use your mobile phone to make and receive calls and surf abroad flexibly and cheaply. In addition, you benefit from various advantages of cheaper prepaid rates and a variety of different options. We have the right rate for everyone.

Pay in advance

Prepaid means paying in advance. You purchase a SIM card, which you top up with credit. Then you can book a suitable option from our large selection on your card. Calls and SMS will only be blocked once you have depleted your credit. However, you will still be reachable.

No long-term contract

You do not have to sign a long-term contract. To phone with Ortel, all you need is a mobile phone without a SIM lock. You can order your SIM card online for free or with your starting credit.

Change options flexibly

You can change your Ortel tariff flexibly every month. With Ortel you always are in full control over your mobile phone and telephone expenses.

No additional fees

Since there is neither a basic rate nor a minimum purchase, there are no additional costs with an Ortel prepaid card. There is no unpleasant surprise when checking the telephone bill.

Flat rate tariffs for smartphone users

Ortel also offers flexible tariffs for smartphone users. Internet flat rates for mobile surfing can be booked as an option - monthly and hassle-free. The good thing is that you can cancel these rates on a monthly basis. If you expect high Internet consumption in the next month or know that you will be travelling a lot, we offer you a one-off booking option.

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).

37) World Flat (€24.99 per 28-day option period available for Standardtarif):
Unlimited minutes from Germany to the EU, plus all calls from Germany to all networks in Bangladesh, Brazil, Canada, Chile, China, Hong Kong, India, Indonesia, Japan, Malaysia, 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. 38) Renewal €19.99/28 days.

39) Mehr Minuten 150: (€4.99 per max. 28-day option period) available for Standardtarif option. Up to 150 additional 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. 60/60 billing increment. Not valid for special numbers. The standard conditions of your tariff will apply outside the included service. The time period is not automatically extended. You can register for the Mehr Minuten option several times within the option period, although the main option is valid only for the remaining time of the current billing period (up to 28 days).

40) Mehr Minuten 400: (€9.99 per max. 28-day option period) available for Standardtarif option. Up to 400 additional 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. 60/60 billing increment. Not valid for special numbers. The standard conditions of your tariff will apply outside the included service. The time period is not automatically extended. You can register for the Mehr Minuten option several times within the option period, although the main option is valid only for the remaining time of the current billing period (up to 28 days).

SMS info: Do you want to stop receiving texts with the latest information from Ortel Mobile? Simply text "STOP" to 77300 free of charge.

If you would like to receive the latest tariff changes and other Ortel Mobile information free via text, send us a short e-mail at: info@ortelmobile.de