FAQ

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GSM cell phone Rental Allows you to roam and stay connected than 170
countries through-
out the world.

FAQ

TOP 10

1. What are the rates for wireless use?

Rates will depend on the home service area (country) of your calling plan. Please see the Services & Rates section to view rates for particular home service areas.

2. Where and how quickly can I receive my rental items?

Phonerental offers many, flexible shipping options. We ship within the US, Puerto Rico, Canada, Western Europe, Mexico, and Argentina. Please see the Shipping section to view the rates.

3. Why would I need additional SIM cards?

If you are planning on spending more than a few days in any country other than your home service area, and plan on using your wireless device, you may save money by renting an additional SIM card. The additional SIM card will provide a similar calling plan for use in that country, and reduce roaming use.

4. Do I need the optional renters insurance?

You may want to subscribe to the optional renters insurance, which covers 50% of lost, stolen, or broken rental items. This insurance can also be added to a contract after activation.

5. Can I use my own wireless phone?

If you already own an unlocked (tri-quad band) GSM phone, then you may simply rent a SIM card for use over-seas. Please contact the issuing network of your phone to be sure the phone is unlocked.

6. What is an unlocked phone?

Certain cellular providers will lock your GSM phone so you are unable to use 'foreign' SIM cards. For example a locked phone from Company A will not be able to read a SIM card from Company B. To use 'foreign' SIM cards you must request an unlock code for your phone from your cellular provider but - be aware - not all providers will issue an unlock code.

7. Is this a pre-pay service?

Phonerental service provides unlimited wireless service and does not require refilling pre-paid minutes.

8. What is the minimum contract duration?

There are no contract term requirements. You may tailor the duration of your contract to fit your exact travel plans.

9. Will the phone work in countries other than my home service area?

Yes, with few exceptions*, our phones will work in hundreds of countries all over the world. But once you leave your home service area, be advised that you will be subject to roaming rates. See roaming rates of your home calling area, where available, for details. *The phone must be within reach of GSM service and have the network bandwidth compatibility necessary for operation. For example, a dual band phone (Phonerental rental class A or A+) may not work in some countries, whereas a tri band phone (Phonerental rental class B) will work in all European countries, but not all Asian countries. Please contact us for details regarding the compatibility of phones when roaming.

10. Can I receive incoming calls for free?

For most calling packages, incoming calls to your phone, while you are using it in your home service area, are absolutely free; even calls from the U.S. unless otherwise noted. Please see the calling plan for your desired home calling area for details.

11. What are my options for wireless devices?

We offer many different wireless devices for sale or to rent. Please see the Services & Rates section to view the devices available to purchase or to rent for your desired home calling area.

ORDERING INFORMATION

1. Can I place the order over the phone?

All orders must be placed online so that you can read and accept the terms and conditions of your contract. You may start the order process now by clicking on the Services & Rates section of this site.

2. How do I place an order for a wireless package?

To make an order, please go to the Services & Rates or to the Order Now section of this site. Select the type of service you wish to rent. You will then have the opportunity to add the US Virtual Number service, optional renters insurance, or phone accessories. Then provide your personal information, shipping preference, and credit card information. After your order is placed, you will receive an order confirmation. Please respond to this email to ensure that your order is complete, accurate and confirmed.

3. My departure is in a couple of days. Is it too late to place an order?

We offer many different shipping options. Please see the Shipping section to view the rates.

GENERAL

1. How do I use my phone?

For complete manufacturers manuals please see the GUIDES & MANUALS section.

2. How do I turn the phone on?

Hold down the red button < 0 > for two seconds or until the screen asking for your PIN number appears, then type in your PIN
(if requested).

3. How do I turn the phone off?

Hold down the red button < 0 > for two seconds or until the phone turns off.

4. How do I make a call?

Dial the number you wish to call, followed by the green send button. The dialing process can vary between home service areas. For further details, please see the User Guide for your Home Service Area.

5. What is traffic?

In regard to your Phonerental account, traffic means calls or data transfers as they appear in your personal account.

6. What is a home calling area?

Each wireless package offers standard rates for a particular country, or home service area. When you are inside the boarders of that country, you are inside your home calling area. Once you have left the boarders of this country, wireless activity will be subject to roaming rates. Please see your rate plan for details and roaming rates.

7. Can I use a pre-paid SIM card with my Phonerental phone?

No. You may be fined if you replace the Phonerental SIM card with SIM card from another reseller or network.

8. Does it cost more to call a wireless phone in the U.S. , than to call a landline?

There are no extra costs when calling cell phones in the US . The same rates apply to calls to cellular phones as to landlines phones.

9. Is it free to receive a call from the U.S. when I am in my home service area?

Yes, unless otherwise noted in your calling plan. Most Phonerental rate plans offer free incoming calls as long as you are in your home service area. Please see the rate plan for your home calling area for details.

10. Can I use calling cards?

There are many fraudulent calling cards and calling cards with misleading information and/or conditions. Phonerental emphatically DOES NOT endorse or recommend use of any calling cards from Phonerental phones. Clients will be responsible for all losses incurred due to their use. We recommend to clients that wish to use calling cards to use them from land line phones exclusively.

GENERAL (CONT.)

1. Shall I save my contacts in the SIM or the wireless device’s phonebook?

Your SIM phonebook stores contact information on your SIM Card, while the wireless device phonebook stores information directly to your phone. We recommend that contacts are stored on the SIM phonebook, as the SIM is transportable to another phone, if such an event is necessary.

2. Can I retrieve phone numbers from my phone or SIM after I have returned it?

No. After your rental items are returned they are cleared of all client information. Be sure to make a copy of any important numbers before returning your rental items.

3. Will I get to see my list of calls?

Yes, after the billing process is complete, a detailed list of calls is available for you to view in your online My Phonerental account.

RETURNING RENTAL ITEMS

1. How do I return my rental items?

Included in the processing fee is return shipping. If you did not receive a prepaid UPS shipping label when you first ordered the phone, or if you lost your label, please contact us, and we’ll provide you a new one. Once you have the prepaid UPS shipping label, securely package your rental items in a small box or padded envelope, attach the return label and take the package to UPS. Please note that your return must be post marked within 10 days of the "Return Date" indicated in your contract to avoid late fees.

BILLING

1. How does billing work?

We bill mid-month for the previous month’s cell phone traffic (i.e. January cell traffic is billed mid February). 48 hours before billing, you will receive an email with instructions of how to view your detailed list of calls on our website. Our bill pay service will debit the credit card provided automatically. After billing, you will receive one of two emails, one which informs you of the amount the invoice was for, or an email informing you we were not able to process the charge. If billing changes are required (credit card changes, card exp., etc.), please inform Phonerental immediately to avoid penalty. If necessary you can securely change your credit card information at any time.

2. Will I receive a bill after I have returned my rental items?

Due to our billing cycle, the majority of our clients will be charged after the return of the rental items for telephone traffic and daily fees accrued during the contract period.

3. If I have a problem with my bill, what do I do?

If you have questions regarding your bill, please contact us first. You may write to info@XXXXXXX.com or call us during business hours Monday-Friday 10am to 6pm PST at XXXXXX.

ROAMING

1. When am I roaming and will my phone work?

For countries that do offer international roaming (please see package details for the specific country of service) will occur once you leave the borders of your home service area. When roaming, the wireless device will automatically switch to another wireless network that determines the rates charged. See your rate plan for roaming rates where available.

2. How do I call the US when I am roaming?

With all European packages, and when roaming in Europe , the dialing method will be the same as if the call is placed from your home calling area. To call the U.S. , dial the code for international calls (00), the country code for the U.S. (1) and then area code and phone number. For example, 001 212 555 5555. For other countries, please see your user guide for dialing instructions.

3. Are rates different when I am roaming?

Yes, roaming rates apply to both outgoing and incoming traffic (including calls to and from other Phonerental phones) Please see your rate plan for roaming rates.

4. Will calling card calls have the same rate when roaming?

No, when roaming, use of calling cards from a Phonerental phone is subject to roaming charges. We do not recommend using calling cards in any circumstance, and will not be responsible for any losses incurred.

TROUBLESHOOTING

PHONE OPERATION

1. I forgot my PIN and I am being asked for a PUK unlock code. What do I do?

If you enter an incorrect PIN code three times in a row, your phone will be blocked. In this case, please enter your PUK code (it can be found in your online “My Phonerental” account under “My Cell”) and then re-enter your PIN. Be sure to reset the PIN to the original number that was issued to you. For all Motorola phones, please see the instructions below*. If you error on your PUK more than 7 times your phone could be blocked permanently and you will be charged for the SIM card. If your PUK is not entered correctly after the first few times, it is best to call Phonerental or log into My Phonerental to check to see if the PUK number is accurate.*PUK instructions for all Motorola Models
If you insert the PIN code incorrect three times, most Motorola models will not ask for the PUK, and commonly give only the message SIM blocked. To enter the PUK, you may try typing: * * 0 5 *. It should then ask for the PUK. Be sure to reset the PIN to the original number that was issued to you.

2. How do I lock my keypad?

It is different for each phone. Usually it is either in the menu or lock for a key that has a lock on it and hold it down. You may refer to the manufacturer’s manual for your phone listed in the Guides & Manuals section of the site, for complete instructions on this procedure. Please, always lock the keypad. All call traffic made with a Phonerental device is the responsibility of the client, including unintentional calls.

3. What if my phone doesn’t ring?

This problem is usually fixed by performing a Master Reset. Please see the manufacturer’s manual for your phone listed in the Guides & Manuals section of the site, for complete instructions on this procedure.

MAKING CALLS

1. Why can’t I make an outgoing call?

First check to make sure you are in service range and have good reception (the name of your service provider will be listed on the screen). If you are in service range, try turning the phone off and then on again to reset the network connection. If you still cannot make calls, please contact Phonerental.

2. My phone can make calls within my home calling area. Why can’t I make calls to the U.S.?

Make sure you are dialing the correct international dialing code followed by the area code and phone number. For most countries, the code is 001, some international codes vary, please see the user guide for your home calling area for details. If a problem remains, please contact Phonerental for assistance.

3. Why does my phone display 'SOS calls only'?

This could mean that you are either out of service range or that the SIM card has been dislodged. If the SIM card has been dislodged, please turn the phone off, open the back of the phone, take out the battery, and re-insert the SIM card. Then replace the battery and the cover, and try again. If the problem continues contact Phonerental.

4. Why does my phone say ‘Network Search’?

Typically, this is due to the phone being out of reach of wireless service, however, this may be caused by a SIM card reactivation delay. Please be patient if you have just received a replacement SIM card. This process may take time, if you are still without service after 2 business days, please contact Phonerental for assistance.

TEXT MESSAGING

1. Why can’t I make or receive text messages (SMS)?

Text messaging between digital (CDMA) networks in the U.S. and your Phonerental device may not be successful due to technical incompatibility. Messages sent from internet SMS services are also not currently supported. Be advised that you may still send a message and may be charged for this activity, even if the receiving party is using an incompatible device and can not successfully receive the message. If you have confirmed that SMS communication is between compatible networks, and are still experiencing problems, please make sure the correct Service Center number is saved in the message setup:

UK +447958879879
ITALY +393359609600
GREECE +30693599000
SPAIN +34609090909
FRANCE +33689004000
GERMANY +491760000443

For other countries not listed above, or in the case these tips are not helpful, or you are experiencing further difficulty with SMS service, please contact Phonerental.

2. How do I stop receiving unwanted SMS (test messages) regarding news, sports, horoscopes, etc.?

Your subscription to this message service will need to be cancelled by our operators. Please write to info@XXXXXX.com and include the number the messages are sent from, the message number(s), and an example of one message you have received. After receiving this information, Phonerental can cancel this service with the network provider.

LOST

1. What if my phone is lost or stolen?

BROKEN

1. What if my phone is broken?

If another functioning phone is available, you may try placing the SIM card from your phone into the functioning phone. If the other phone works with your SIM card, your phone is broken. If your SIM card does not work in the other phone, try placing the SIM from the functioning phone in your phone. If your phone works, there is a problem with your SIM card, not your phone. Please contact Phonerental for assistance. If the problem is related to charging the phone, please see the section below for assistance. If your phone is broken contact Phonerental and the phone will be replaced. You will only be responsible for repair or replacement costs due to damage that is due to improper use.

2. What if my keypad is malfunctioning?

If any of the keys on your phone’s keypad are not working, the phone needs to be replaced.

3. What if I can’t charge my phone?

Be sure the battery is properly installed. Turn the phone off. Remove the cover, then remove and reinstall the battery. Turn the phone on and test it. The problem may be due to an obstructed charger port. Please examine the bottom of your phone where the charger is inserted, under bright light. Gently swab the inside of the phone port with a toothpick and remove any pocket lint or debris that may have accumulated. If the battery is properly installed and the charger port is free of any obstructions, try the charger in another outlet. If another functional phone of the same model is available, try the other battery with your phone and charger. If this works, the battery needs to be replaced. If it does not work, try your phone and battery with the other charger. If this works, the charger needs to be replaced. If troubleshooting does not fix the problem, contact Phonerental. We'll fix or replace it immediately but you'll have to pay for repairs that don't fall under “Proper Use Damage” Insurance.

LOST / STOLEN / BROKEN

SUMMARY

If a rental item is lost, stolen or broken, we are here to assist you. If items have been lost or stolen be sure to properly report them immediately (see Lost/Theft) For broken items, we offer customer care by phone, via your My Phonerental account or contact us online. If you require a replacement rental item, we can ship it to your location, usually within 2 business days, or have the item available at a pick up location.

LOST/THEFT

If your phone or SIM card is lost or stolen please report the loss immediately in order to block further outgoing calls on your phone. Lost/Stolen reports can be completed with a customer service representative during regular office hours. Leaving a voice message will not block your phone nor will sending an email. You will then have to pay the replacement fee for the lost/stolen phone (according to the Phonerental price list) and a SIM deactivation/reactivation fee. We will then issue you another phone with the same phone number. In most cases, clients lose only their phone and SIM card. If you have also lost your charger, be sure to select ‘battery charger’ from the menu of equipment, when creating the lost report. If as a result of the loss/theft of your rental items, the credit/bank card on file with us is also reported lost or stolen with your bank, please remember to immediately provide us with new or updated credit/bank card information.

REPLACEMENT COSTS

Replacement costs vary between the class of rental items and whether or not they are covered by the optional Renter's Insurance.

Replacement Costs without Optional Renters insurance:

Replacement Costs with Optional Renters insurance:

Lost/Stolen SIM	$50
Lost/Stolen Battery	$25
Lost/Stolen Battery Charger	$25
Lost/Stolen Class A Phone	$90
Lost/Stolen Class A Cover	$15
Lost/Stolen Class A+ Phone	$105
Lost/Stolen Class A+ Cover	$20
Lost/Stolen Class B Phone	$120
Lost/Stolen Class B Cover	$25
Lost/Stolen Class C Phone	$180
Lost/Stolen Class C Cover	$35
Lost/Stolen Class J Phone	$300
Lost/Stolen Camera: Sony Ericsson T68i	$100
Lost/Stolen Edge Card	$300

Lost/Stolen SIM	$20
Lost/Stolen Battery	$10
Lost/Stolen Battery Charger	$10
Lost/Stolen Class A Phone	$36
Lost/Stolen Class A Cover	$6
Lost/Stolen Class A+ Phone	$42
Lost/Stolen Class A+ Cover	$8
Lost/Stolen Class B Phone	$48
Lost/Stolen Class B Cover	$10
Lost/Stolen Class C Phone	$72
Lost/Stolen Class C Cover	$14
Lost/Stolen Class J Phone	$120
Lost/Stolen Camera: Sony Ericsson T68i	$40
Lost/Stolen Edge Card	$120

DAMAGE

If damage is due to improper use a replacement/repair cost will be applied, however, replacement items will be available. The following schedule lists the costs incurred as a result of improper use damage. With the optional Renter's Insurance, the client is only responsible for 40% of these costs.

Class	Improper Use	Cost (USD)	Class	Improper Use	Cost (USD)
A	Crushed/Dropped/Water Damaged	90.00	A	Broken Cover	15.00
A+	Crushed/Dropped/Water Damaged	105.00	A+	Broken Cover	20.00
B	Crushed/Dropped/Water Damaged	120.00	B	Broken Cover	25.00
C	Crushed/Dropped/Water Damaged	180.00	C	Broken Cover	35.00
J	Crushed/Dropped/Water Damaged	300.00	J	Broken Cover	45.00
A	Broken Screen	45.00	A	Broken Antenna	50.00
A+	Broken Screen	75.00	A+	Broken/Blocked SIM	50.00
B	Broken Screen	80.00	B	Blocked SIM (repairable)	50.00
C	Broken Screen	100.00	C	PIN Change Fee	50.00
J	Broken Screen	180.00	J	Broken Charger	25.00