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Mobile FAQ

New Numbers

You can normally get a new number with a new SIMCARD. It takes around 1 to 4 hrs to activate. Your personal details are required to complete the activation.

How can I activate my service?

Once you’ve received your sim pack, call customer services and the team will activate the service.

When will my SIM arrive?

SIMs are sent by Express Post and should arrive within 2-3 business days.

What is porting?

Porting (Mobile Number Portability) is the ability to move to another phone provider without changing your existing number. This can take from 4 hrs to 24hrs depends on the provider on the releasing side. IF YOUR NUMBER IS UNDER CONTRACT, THE PROVIDER WILL NOT RELEASE THE NUMBER.

Can I keep my existing number, even if it is a pre-paid service?

Yes, you can port your number toNextelle from a pre-paid or post-paid service. This can be found somewhere on the bill you receive from your existing provider.

How do I port to Nextelle from another network?

If you wish to connect to the Nextelle mobile service, simply order the service from our website, making sure to “Transfer” under “Activation Options” in the sign up form. You will be guided to enter the details required for a port. Generally speaking post-paid services require account numbers while pre-paid use D.O.B (Date of Birth)

If you have a pre-paid service with your current carrier, then we need your date of birth. This must match with the date of birth held by your existing carrier.

How long does it take to port my number?

The porting process generally takes 24-48 hours from the point your service is activated through My Account. However, in some circumstance porting can take up to 5 working days for the process to complete. During the porting process your service will remain active with your previous provider until completed so you will not experience any downtime.

Am I charged any fees to port my number?

No, there are no fees charged by Nextelle for porting your number, however, you will need to check with your current provider if there are any fees payable under your existing contract.

Am I released from my existing contract when I port my number?

When you port your number to another provider, you are still obligated to pay any fees due under your existing contract with your current provider. Porting your number does not release you from these obligations.

Are my addresses & mailbox messages moved with my number?

No, only your number is ported to Nextelle as the new provider. You will need to be issued with a new SIM, therefore any information stored on the current SIM is lost once your number is ported. You will need to move your addresses from your SIM to either the phone or use a SIM manager to move them to an alternative location. You will be provided with a new mail box, so existing voice messages will be lost.

Can I port a pre-paid number and still access the old SIM with unused credit?


Can I have multiple Mobile services in the same name or account?

Yes, you can have multiple Mobile services activated under a single name or account number.

When porting, how do I know when my new SIM is ready for service?

Your old SIM will lose service at some stage of the port process. You should know then to simply insert the new SIM and it should be ready.

How soon after connection can I make calls?

As soon as you see the service active on your mobile screen

What is Post-Paid?

You pay for your call usage in arrears and receive a monthly bill.

Why do you need my date of birth on the application form?

If you have a pre-paid existing mobile service, the DOB is required for porting. This MUST be the DOB that was used when the prepaid was taken out.

Why do you need my existing account number on the application form?

This is required if your existing account is post-paid. You will be able to find this on your bill.

What kind of coverage do I get with Nextelle?

Nextelle uses one of the 3 network providers covering 97% of the Population.

What is Global Roaming(International)?

Global roaming is a service offered that enables you to take your mobile handset overseas with you and use it .The service is available as a result of international connect agreements between mobile carriers. Call charges for both making and receiving calls are expensive for this reason. This should be a major consideration when deciding to have the feature enabled when you travel. If it is enabled, it is also advisable to use it sparingly.

Does Nextelle Offer Global (International) Roaming?

International roaming access is disabled by default. Should you wish to enable this functionality on your Nextelle SIM, please phone our Customer Service Team.

When does a mobile plan change take effect?

Plan changes are actioned from the beginning of your next billing cycle.

Expired service / Pay As You Go expiry

All e services have a Pay As You Go ‘base plan’. Whenever you add a Value Pack, Data Pack or PAYG credit, your expiry date is extended but if you have not added either of these to your service for 90 days, you may find that your base plan has expired.

Once your base plan has expired, you will be able to recharge with PAYG credit, or add a Value or Data Pack and this will extend your base plan by 90 days.

Please note: We only hold your number for 90 days, if your service expired more than 90 days ago, you will not be able to recharge your service at all. You will need to purchase and activate a new SIM card to use.

What is 4G?

4G is the fourth generation of mobile telecommunications technology that is capable of much faster speeds compared to 3G and 2G.

My phone is asking for a PUK code. What do I do?

Do not attempt to guess your PUK code as incorrect entries may result in permanent locking of the SIM Card.

I cannot make any outgoing calls from my mobile, what's wrong?

For starters, try switching your phone on and off. Also try checking your signal strength. If it still does not work, the problem may be caused by a billing issue.