FAQ

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

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.

The SIM card can be activated at https://sim-karte-aktivierung.ortelmobile.de/de.

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

Good to know: To prevent misuse, the identity check and activation of the prepaid SIM card can only be initiated by the person who has registered the SIM card. When registering, please make sure you enter all your first names and surnames as stated on your ID card and record your email address correctly. Please avoid any typing errors as this could delay or even prevent the activation process. For the identity check and activation you require a permissible and valid ID document.

Detailed instructions are here

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 ID documents used must include certain holographic security features, minimum details about you personally and a photograph. Not all the ID documents that are in circulation worldwide meet this security standard. Depending on which identification method you wish to use, the following applies: 

• For identification via video chat 

German ID cards, passports and residence permits are permitted.

You can also use temporary ID cards and passports. In addition, the ID cards and passports of many other countries are permitted.

• For personal identification at a post office (Post-Ident) 

German ID cards and passports are accepted at branches of Deutsche Post AG. You can also use temporary ID cards and passports. In addition, the ID cards and passports of many other countries are permitted. You can find information about permitted ID documents of various countries here.

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

German and foreign ID cards and passports are permitted. You can also use temporary ID cards and passports. Diplomatic passports, residence titles, visas, residence permits and EU blue cards are also permitted; proof of arrival in accordance with § 63a para. 1 AsylG and certificates of suspension of deportation (probationary permit).

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:

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

Requirements for activating the prepaid SIM card using video chat: 

• Only the person who has registered the SIM card may use video chat. This is to prevent misuse. 
• You must have the valid and permissible ID document with you. 
• You require a computer with a webcam and microphone or a smartphone/tablet with a camera.
• You can conduct the video chat in an internet browser. The browser must support WebRTC, such as Chrome, Firefox and Opera.
• If you are using a smartphone or tablet, you can download the Identify app (not Identify autiID) from the Google Playstore or Google App Store. Alternatively, you can also use your mobile browser (Android: Chrome, iOS: Safari).
• Make sure you have a stable and fast internet connection. 
• Your surroundings and face must be well lit from the front. 

Good to know: Video chat is accessible every day around the clock.

• Is your internet connection stable and fast enough? 
• Do your camera microphone work? 
• Are your surroundings and face well lit? 
• Video chat is not accessible? In this case, it is worth trying again later. Alternatively, activation can be carried out via the Post-Ident procedure at post offices or at an Ortel Mobile retailer. 

• 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.

• 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

Just re-enter www.ortelmobile.de/sim-karte/freischalten and re-start Video Chat or print out the POSTIDENT coupon that we have already sent to you by e-mail.

• 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

• 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.

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

For assistance in activating your SIM card, please contact our multilingual customer hotline. 0177-177 1138 (the cost of a mobile phone call to the Telefónica Deutschland network as quoted by the respective provider applies).

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).

1. Our customer service on 0177/1771138* will gladly assist you. Please tell your service representative your personal customer code (PKK).

2. You do not have your personal customer code (PCC)? Please send the "Prepaid order" form including a photo of your identity document to

Telefónica Germany GmbH & Co. OHG
Kundenservice Ortel Mobile
90345 Nürnberg
or via fax 0211/17 14 82 99
or via email info@ortelmobile.de

We will send you your PUK1 by post or, if you wish, by e-mail.

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.

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.

• 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.

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

• Enter the code in the Android or iOS app from Ortel Mobile or online via MeinOrtel

• 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

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

• In the Android or iOSapp from Ortel Mobile or in the personal MeinOrtel customer area

• 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.

Unabhängig vom Startguthaben Ihrer Ortel Mobile SIM-Karte ist diese nach der Freischaltung für 3 Monate gültig. Innerhalb dieses Zeitraums können Sie die Karte für Telefonate, SMS und das Surfen im Internet sowie für die Aktivierung von Ortel Mobile Optionen nutzen.

Eine Guthabenaufladung von mindestens 5 Euro löst den Beginn eines neuen Aktivitätszeitfensters von 6 Monaten aus. Möchten Sie Ihre Karte auf den maximalen Gültigkeitszeitraum (12 Monate) verlängern, laden Sie noch einmal mindestens 5 Euro auf.Bitte beachten Sie, dass Sie bei der gewünschten maximalen Dauer mindestens 5 Euro in 2 Aufladeschritten durchführen. D.h. eine einmalige Aufladung über z.B. 10 Euro würde Ihre SIM-Karte nur für 6 Monate verlängern.

Das neue Aktivitätszeitfenster startet nach Ablauf des alten Aktivitätszeitfensters. Dies gilt auch, wenn Aufladungen vor Ablauf des alten Aktivitätszeitfensters erfolgen.

Ihr Restguthaben wird bei erneutem Aufladen mit ins nächste Aktivitätszeitfenster übernommen.

Endet das Aktivitätszeitfenster, sind Sie noch 2 Monate passiv erreichbar. Laden Sie Ihre SIM-Karte während dieses Zeitraums nicht wieder auf, wird sie deaktiviert. Für den Fall, dass zum Zeitpunkt der Deaktivierung noch Guthaben auf Ihrem Konto gewesen sein sollte, können Sie eine Erstattung des Betrags innerhalb von drei Jahren nach Deaktivierung beantragen. Startguthaben und Kulanzen werden nicht erstattet. Das Formular finden Sie auf unserer Homepage www.ortelmobile.de > Hilfe & Service > Download.

Informationen über den Ablauf Ihres Aktivitätszeitfensters erhalten Sie automatisch per SMS. Den aktuellen Status der Karte können Sie in Ihrem persönlichen Onlinebereich „Mein Ortel“ unter www.ortelmobile.de einsehen. Sollten Sie noch keinen Zugang haben, können Sie sich jederzeit unter www.meinortelmobile.de registrieren.

Alternativ können Sie die Abfrage über die Tastenkombination *102# über die Tastatur Ihres Mobiltelefons durchführen.

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.

For this, send us the completed “Credit Payment” form to:

Telefónica Germany GmbH & Co. OHG
Kundenservice Ortel Mobile
90345 Nürnberg
or via fax 0211/17 14 82 99

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:

• 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.

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:

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

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:

• 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.

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:

• 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.

• 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

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.

Here are some helpful hints:

First, make sure that the mobile data is activated.
If this is not the case, your mobile phone cannot establish a connection.

How to activate mobile data on Android devices:
(steps may vary depending on the manufacturer)

• open your smartphone settings
• go to “Wireless and Networks” or “Connections”
• here you can choose between different settings. Tap on “Data Usage”
• Tick or activate the "Mobile data connection” slider

How to activate mobile data on iOS devices:

• open the settings of your smartphone
• go to “General".
• select "Mobile Network".
• activate the slider under “Mobile Data”

Receive settings via SMS

If mobile data is activated and you still can't access the Internet with your Ortel SIM card, the APN settings may be wrong. You can simply have them sent to you. Just send an SMS with the word “mobile” to the free short code 80215. You will receive a configuration message. Open this message and select “install”. The settings are then automatically installed.

If the APN settings are not installed automatically, you can also enter the configuration manually:

How to set the APN-settings for Android devices:
(steps may vary depending on the manufacturer)

·  Settings -> More... -> Mobile Networks -> Access Points (APNs)
·  Settings -> Mobile Networks -> Access Points

Here you can set the APN-settings for IOS devices:

Settings -> General -> Network -> Mobile Data Network

Internet settings - manually:
Connection name WEB GPRS
APN: internet.eplus.de
User name:  eplus
Password: Internet

If you still cannot use your data, please contact our customer service.

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.

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.

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

1. Please activate your SIM card
2. Then print the application for a phone number transfer. The application for transferring your phone number is available here.
3. 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

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

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 6,82 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 6,82 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
 

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.
 

Informiere unseren Kundenservice entweder

• telefonisch unter 0177 177 1138 (Es gilt der vom jew. Anbieter ausgewiesene Preis für einen Mobilfunkanruf in die Netze der Telefonica Deutschland.) Wichtig! Halte zur Legitimation bitte Deine Hotline PIN oder PUK1 bereit.

oder

• sende uns das Formular „Rufnummernmitnahme zu einem anderen Anbieter“ mit Angabe Deiner persönlichen Kundenkennzahl oder einer Ablichtung Deines Ausweisdokuments zu.

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.

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

If you only want to make calls or write SMS text messages then you don’t need to do anything.

If you would like to make use of data in future, we will provide you with a new 4G-capable SIM card free of charge. You can order the SIM card online at MeinOrtel .

Then register quickly and easily at MeinOrtel Registrierung.

Click on “SIM” and then “Order replacement card”

-> Please check your contact data! The SIM card will be sent to this address.

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:
 

• 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.

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

Prepaid credit can be used to buy digital content such as apps, games, e-books, music and videos in the standard app stores operated by Apple, Google etc. In addition, practical objects for everyday life such as car park tickets and stamps – and a whole lot more besides – can be purchased conveniently and without cash.

From 1 February 2020 onwards, all German mobile providers have committed to make paying for third-party services via mobile phone bill or prepaid credit even safer. In the case of many services that can be paid for using prepaid credit, the mobile provider will then carry out an additional confirmation step prior to payment. This additional technical step is not required for certain services as a customer account already has to be created and confirmed with authentication by means of a password, for example. The companies whose services are exempt from the new additional confirmation step as a “Trusted Partner Login” are listed here.

Do you want to block a third-party provider? You can do this perfectly easily in your customer login. To this end, simply log in to MeinOrtel. You will find the third-party services under the menu item “Help & Service”. Or contact our customer hotline: +49 (0)177-1771138*.

RCS (Rich Communication Services) is a new messaging service with which messages and media are sent via your data connection instead of as an SMS or an MMS. 

You can send RCS messages via your pre-installed standard messaging app – if at any point you don’t have an Internet connection, your messages will be sent as an SMS or MMS, just like in the past. There are no additional fees for using this service. More information here.

You will receive the warning message – issued by the Federal Office for Civil Protection and Disaster Assistance (BBK) – via the mobile network very conveniently in the form of a brief text message on your mobile phone or smartphone. The content is created by BBK and differs according to the hazard situation. Essentially, the warning message is visually similar to an SMS. However, you can only send simple text messages via Cell Broadcast without including images, maps or other media.

Operators of public mobile networks – including Ortel Mobile – are obliged to send messages to mobile devices for testing and practice purposes from the central warning system of the federal government, the emergency response authorities and the civil protection and disaster control authorities. These test warnings are indicated accordingly.

In general, most conventional mobile phones and smartphones in Germany can receive warning messages via Cell Broadcast. However, at the testing stage especially and during the launch period of 2023, there will still be some limitations. Whether an end device can receive Cell Broadcast warning messages depends on various factors, such as the operating system, device model, company hardware or even the SIM card you use. For the latest and any further Information, users should contact the manufacturer of their end device directly.

All mobile end devices that are preconfigured and ready to receive and are located within the radio cells in the hazard area will be contacted. This ensures that not every message will reach every available mobile phone and smartphone nationwide but will only provide warnings about disasters locally.

This may be the case under certain circumstances. Reception is normally preconfigured. You can find further information on the BBK website.

Essentially, emergency situations and hazards are subdivided into warning levels 1 to 4. Cell Broadcast messages at the highest warning level 1 cannot be deactivated. Depending on your device and software, messages at warning level 2 to 4 can be deactivated in the settings of your mobile phone or smartphone as required. Warning messages at all priority levels are normally activated by default.

Cell Broadcast warning messages are sent and received anonymously. At no point in time are your personal mobile phone number or other private data recorded or processed.

You can find further updated information on our website.

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