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Mobile Prepaid - FAQ


Can I keep my current phone number when signing up for TalkTalk Mobile?

Yes, you can easily keep your current mobile number when joining TalkTalk Mobile. This procedure is called number transfer or number portability. You can find more info about this here.


How do I know how much TalkTalk Prepaid calling credit I’ve got?

You have different possibilities to inquiry your balance for free:

  • Quick query via key combination *147#.
  • Quick query via SMS: BALANCE to 361.
  • Contact us here.

I would like to suspend my TalkTalk SIM card, how should I proceed?

In order to suspend your TalkTalk SIM card, please contact us.


Can I transfer my TalkTalk mobile number?

Yes.


How much does it cost to receive SMS abroad?

The reception of SMS abroad is free.


How do I recharge my TalkTalk Prepaid credit?

If you’ve bought your calling credit online, it will directly be credited on your TalkTalk Prepaid SIM card. If you would like to use a refill code, please follow those steps: dial *143* following the 16 digit refill code and the # key, confirm with the calling key (for example: *143*1234567890123456#).


How do I buy an option for my prepaid SIM card?

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    • Data option 500 MB: Send an SMS with START 500MB to the number 361. Price CHF 10.-
    • Data option 1 GB: Send an SMS with START 1GB to the number 361. Price CHF 15.-
    • Data option 2 GB: Send an SMS with START 2GB to the number 361. Price CHF 25.-
    • Data option 3 GB: Send an SMS with START 3GB to the number 361. Price CHF 35.-
    • Data option 5 GB: Send an SMS with START 5GB to the number 361. Price CHF 50.-
    • Data option 10 GB: Send an SMS with START 10GB to the number 361. Price CHF 85.-
    • Data option 100 GB: Send an SMS with START 100GB to the number 361. Price CHF 100.-
    • Option Flex Data 1 GB: Send an SMS with START FLEXDATA1GB to the number 361. Price CHF 29.-
    • Option Flex Data 2 GB: Send an SMS with START FLEXDATA2GB to the number 361. Price CHF 39.-
    • Option Flex Data 5 GB: Send an SMS with START FLEXDATA5GB to the number 361. Price CHF 69.-
  • Option Go Swiss: Send an SMS with START GOSWISS to the number 361. Price CHF 35.-
  • Option World: Send an SMS with START WORLD to the number 361. Price CHF 49.-
  • Option UAE Voice: Send an SMS with START UAE to the number 361. Price CHF 19.-
  • Option Kosovo: Send an SMS with START KOSOVO50 to the number 361. Price CHF 29.-

I am a prepaid customer. How can I check the remaining MB or minutes of my option?

Send a text message with BALANCE to 361, or dial *143# and press the calling key. You’ll receive an answer with the remaining calling credit balance and the MB or minutes remaining.


Where can I buy calling credit for my TalkTalk Prepaid SIM card?

You can buy calling credit online at www.talktalk.ch/shop or at a mobilezone shop. You can also buy credit at the following stores: Naville, Relay, k kiosk, Press&Books, avec.


How can I recharge my TalkTalk Prepaid SIM card when I am abroad?

You can buy calling credit online at www.talktalk.ch/shop. The refill will be done directly after your purchase.


Does TalkTalk Prepaid work with iPhones?

Yes.


I’ve lost my TalkTalk Prepaid SIM card, how can I get a new one?

Please contact us to order a new SIM card. The cost of CHF 40.– will be deducted from your calling credit.


Does my TalkTalk Prepaid expire if I don’t use it?

Yes, TalkTalk Prepaid products will be deactivated after 3 months without any usage, this means, 3 months without any activity (no outgoing calls as well as no incoming and outgoing SMS/MMS and no mobile Internet traffic). After the deactivation, you still have 6 months to contact TalkTalk requesting a reactivation of the Prepaid product (contact us here). If we do not receive any request from you 9 months after the last traffic, the Prepaid product will expire and the number will be redistributed. The remaining credit on the Prepaid card will expire.


I am a prepaid customer. What happens if I have no more calling credit?

You can still receive calls and SMS/MMS messages. But you can’t call or send SMS/MMS messages.


For how long is my TalkTalk Prepaid calling credit valid for?

The TalkTalk Prepaid calling credit does not have an expiry date.


I am a prepaid customer. Can I use Mobile Internet even if I do not activate a Data Option?

Yes, you can use Mobile Internet even if you don’t activate a Data Option. In this case the standard rates will apply.


I am a prepaid customer, how much does it cost to make calls when I’m abroad?

The Roaming tariffs are available here.


Does TalkTalk Prepaid also work abroad?

Yes, you can make calls with your TalkTalk Prepaid SIM card when you are abroad. The tariffs as well as the countries where you can use TalkTalk Prepaid are available here.


I am a prepaid customer. Can I use my Data Option abroad?

No, Data Options are only valid in Switzerland. When you use Mobile Internet abroad, the Roaming tariffs will apply. The tariffs are available here.


I have a Mobile Prepaid SIM card, where can I find the international rates?

The international rates for TalkTalk Prepaid can be found here.


Can I transfer my Prepaid offer from another provider to TalkTalk Prepaid?

Yes, you can transfer your number from another mobile provider to TalkTalk Prepaid. The portability date depends on the contract you have with your current provider.


How long does the portability from another provider to TalkTalk Prepaid take?

The portability date depends on the contract you have with your current provider.


Can I continue to make free calls and send SMS to TalkTalk customers even if I have no more calling credit on my TalkTalk Prepaid SIM card?

There must be at least CHF 0,01 remaining on your TalkTalk Prepaid SIM card in order to make free calls and to send SMS to other TalkTalk customers.


Verification of your identity

Swiss law (SPTA) requires all telecommunications providers to identify their customers.
After completing the online sign-up, you will receive a confirmation of your payment via email and a link to go trough the online verification process.
To confirm your identity, you must have your ID ready and make sure you have a camera on your phone for the facial recognition check.
Before clicking on the link, please ensure you have a good network connection and that you are in a well lit, quiet place.
You can find more detailed information here.


Can I transform my TalkTalk Prepaid number to a Postpaid subscription?

Yes, you can convert your TalkTalk Prepaid number to a Postpaid subscription. You have to meet the following conditions:
 

your TalkTalk prepaid SIM card should have been bought 6 months ago.

your TalkTalk SIM card must have been refilled with a credit of at least CHF 50.- during the last 6 months.

Your balance will be credited on your next invoice.

Feel free to contact us if any questions occur.


Where do I get my customer number from?

You have two ways to find your TalkTalk customer number.
Have a look on the first page of your TalkTalk invoice.
If you have a TalkTalk mobile number, simply send an SMS with the text CUSTOMERID to 361. You will receive an SMS with your customer number.


Which platforms are no longer supported by WhatsApp?

The following platforms are no longer supported by WhatsApp: BlackBerry, BlackBerry 10, Nokia S40, Nokia Symbian S60, Android 2.1, Android 2.2, Windows Phone 7.1, Windows Phone 8.0 and iPhone 3GS / iOS 6.


What does the 2G shutdown mean for me?

If you are a TalkTalk customer and you are still using a 2G device or a 2G SIM card (or both), you need to switch to 3G or 4G as soon as possible. Otherwise, you’ll no longer be able to make or receive calls, including emergency calls, or send and receive text messages.

You must therefore quickly change your mobile phone (and/or SIM card) in order to remain reachable.

Please contact our customer service for more information.


How do I know if I’m using a 2G device and/or a 2G SIM card?

Turn on your mobile phone and check the symbols on the screen. If you see an “E”, “EDGE”, or “GPRS” symbol, your are probaly using a 2G SIM card in a 3G or 4G device.

If you can’t see any of these symbols, you’re probably still using a 2G mobile phone.

If you have any questions about this subject, please contact our customer service.


Do I need to have a minimum credit on my TalkTalk Prepaid SIM card if I want to use it when I am abroad?

If you are abroad, Roaming tariffs are usually higher. The current Roaming rates for TalkTalk Prepaid can be found here. You need to have enough credit on your SIM card to cover the Roaming costs. We currently do not offer Roaming options. Additional credit can also be purchased if you are abroad. Go to www.talktalk.ch/shop.


I forgot my password to log in to myTalkTalk. How can I access my account?

You can reset your password here. You need to enter your e-mail address. You will receive a new password on your e-mail account. If the problem persist, please contact our customer service.


Is it possible to finance a mobile phone with TalkTalk Prepaid?

No, it is not possible to finance a mobile phone when you have a TalkTalk Prepaid SIM card. If you want to benefit from mobile phone financing, you need to have a TalkTalk Mobile abo.


Which network does TalkTalk use?

TalkTalk is using the Sunrise network.


Where can I change my e-mail address?

You can change your e-mail address at any time in your myTalkTalk customer account. If you do not have a myTalkTalk account yet, you can sign up here.


I entered my PIN code incorrectly several times, how can I unblock it?

You need the PUK code to unblock it. The PUK can be found on the back of your SIM card holder. If you no longer have the SIM card holder, please contact us.


Are SMS sent to the number 361 charged?

No, SMS sent to the number 361 are free of charge.


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