FAQs

Telestial Pure World and Telestial Pure Europe SIM cards come with either a USA or Canadian phone number.

US residents and residents of other countries, except Canada, will get the US phone number.

Canadian residents will get the Canadian phone number.

You will be able to select the phone number and area code from a limited list of available areas.

The Telesital Pure SIM will work with almost any unlocked GSM cell phone, including iPhones, Androids, as well as new unlocked Verizon and Sprint smart phones.

If you need to unlock your phone, we suggest contacting your carrier or phone manufacturer for unlocking information or services.

If you are still unsure whether your cell phone is compatible, contact support or purchase an international cell phone and SIM card bundle from us, which all come preloaded with our international SIM card, $10 balance and All in One International Travel Adapter Plug.

Yes. As the SIM card carries a USA or Canadian phone number, you can forward incoming calls to your Telestial phone number. You will not be able to forward incoming SMS as your service provider does not offer this service.

You should contact your service provider for call forwarding instructions. However, here is some basic help:

Alltel, Sprint PCS, Verizon Wireless, Nextel, Cricket Wireless

To activate Call Forwarding:

1. Press *72 on your cellular phone.
2. Enter your ten-digit Telestial phone number (area code + telephone number).
3. Press OK/Send (a tone will confirm that Call Forwarding is active).

* is a star character located on the keypad

To deactivate Call Forwarding:

1. Enter *720 on your cellular phone.
2. Press OK/Send (a tone will confirm the deactivation).

T-Mobile and AT&T Wireless GSM phones

To activate Call Forwarding:

1. Press *21* on your cellular phone.
2. Enter your ten-digit Telestial phone number (area code + telephone number) followed by the # key.

To deactivate Call Forwarding:

1. Enter #21# on your cellular phone.
2. Press OK/Send.

Please note that Sprint and Nextel may charge an extra 20c/min on forwarded calls.

Some mobile phone carriers lock their phones so they can't be used with other carriers. The simplest way to find out if the phone is locked is to borrow a SIM card from anybody who is using a different mobile service provider. If you power-up the phone and it recognizes the SIM card, your phone is unlocked and Telestial's international SIM card will work as well.

To determine if your phone is locked,

1. If you haven't already purchased a Telestial international SIM card then contact your wireless provider. They will tell you or will provide some unlocking help.
2. If you have already purchased the SIM from us then insert the Telestial SIM card into your device. If you get any of the following messages on your screen after entering the pin then your phone is locked:
   • Insert SIM
   • SIM not valid
   • SIM Card Not Accepted
   • Enter Restriction Code
   • Enter Special Code
   • Enter Subsidy Code
   • Enter Subsidy Password
   • Contact Service Provider (Motorola)
   • or any other similar messages!

If you need to unlock the phone, we suggest contacting your carrier or phone manufacturer for unlocking information or services.

1. All Telestial SIM cards work in multiple countries.
2. Telestial Pure World SIM provides coverage in over 200 countries and offers Mobile Data, Voice and Text at low rates. It operates with the callback which means that you will need to press the call button on your cell phone twice– initially, when making the call, then a few seconds later when receiving the callback.
3. Telestial Pure Europe SIM covers Europe and provides the lowest cost Voice Calls and Texts from Europe. It also offers Direct Dial service – no callback.
4. Telestial Pure Data SIM provides the lowest cost mobile data in over 130 countries.

Yes. Mobile Data is available in over 130 countries. Available discount data packages further reduce significantly the data costs. We recommend the Telestial Pure Data SIM for the best savings.

Telestial Pure World SIM offers services on the following MCP cruise lines:

Celebration Cruise Lines, Viking Oceans, Princess Cruises, Phoenix Reisen, Paul Gouguin, P&O Cruises, P&O Cruises Australia, Norwegian Cruise Line, Mano Maritime, Ibero Cruceros, Hurtigruten Group, Fred.Olsen Cruise Line, Cunard Line, Cost Cruises, Aida.

Telestial also offer services on these cruise lines:

Azamara Club Cruises , Carnival, Celebrity Cruises, Crystal Cruises, Disney Cruise Line, Hapaq Lloyd Kreuzfahrten, Holland America Line, Kreuzfarten.de, Louis Cruises, Peace Boat, Princess Cruises, P & O Ferries, Pullmantur Cruises, Regent Seven Seas Cruises, Royal Carribean International, Semester at Sea, Seabourn, Silversea, Star Cruises, Global Berederung, Thomson, TUI Cruises, Voyages of Discovery.

Generally, the Telestial SIM can be used on any cruise ship when the ship is close enough to shore (within 1 mile) so that the cell tower signal can be received by the phone.

The rates are available here

No. There is no contract. The service is prepaid. The money you deposited on the sim can be used for Voice, Calls and Data when you need it. The balance on the SIM does not expire while SIM card is active. The SIM card is active for 2 years after the last use – Voice, Text or Data. If the SIM card expired 2 years after the last use, any balance on the sim will be lost. There is $1.99 SIM account fee deducted from the SIM balance on Pure World and Pure Europe SIM cards. There is no monthly fee on the Pure Data SIM. However, the balance on the Data SIM will expire in 10 months if not recharged within this period. Otherwise, it will be rolled over for the next 10 months, etc. On the Pure World and Pure Europe SIM The US/Canada phone number will be disconnected if there is not enough funds to cover the monthly fee. After the number is disconnected, the new phone number will be issued once you recharge the SIM. You can “Reserve” the phone number to keep it active permanently, regardless of the SIM balance, for $10 per year.

Yes. All Telestial SIM cards are universal containing all 3 SIM cards sizes and will fit any phone including iPhones, Ipads, Androids smart phone.

You may return an unused phone or Telestial Pure SIM card within 30 days after our shipment of the item to you, provided you did not register the SIM on-line, never placed a call to or from the mobile phone issued, all airtime is intact and the phone or Telestial Pure SIM card is new condition, in the original factory carton, including all packaging materials, inserts and manuals, warranty cards (not filled-out) and all related accessories. A 25% restocking fee will be applied and shipping charges will not be refunded. Returned merchandise will not be accepted unless a Return Merchandise Authorization (an RMA) has been requested and issued by our Customer Support department. The RA number must be clearly written on the outside of the box in order to be processed. Issuing an RMA is not confirmation of the refund. Refunds will be approved only after we received and inspect the merchandise.

No refunds of the SIM balance is allowed.

We will not refund airtime used on mis-dialed calls. If you are not sure how to dial a number in a specific country, please request support from customer service.

There are no refunds for sent SMS messages - either it was delivered to the recipient or not. Not all SMS messages can be or will be delivered.

We will not refund minutes used for calls to Customer Service. A call made to Customer Service will be billed at the same rate as a regular call made from the country in which you are located, except for the first 3 minutes, which are free. You can request support to call you back to reduce the cost of the customer support call.

There will be no refunds for expired SIM Cards, even if at the time of expiration your SIM Card Account had a positive balance.

There will be no refunds of your account balance if you terminate the Service.

Yes. Emergency services will work in Europe when dialing 112 or in other countries where such service is available.

The Telestial.com web site was transferred to OneSimCard.com without any customer information and no ability to offer services to existing Telestial customers on their SIM cards.

We do offer FREE old Telestial UK SIM exchange to the Telestial Pure SIM cards. You can read more about this exchange program here:

https://www.telestial.com/exchange_telestial_sim.php

Receiving calls does not require any special instructions. Just answer the call when you receive the ring

For outgoing calls, the dialing should be always made using International Dialing format:

Receiving SMS (Texts) does not require any special instructions.

For outgoing texts, the dialing should be always made using International Dialing format:

The Data service is active on your SIM. To have data moving, please enable Data Roaming in the settings of your phone. In some rare cases, you will need to set the APN=send.ee.

At this time there is no Voice Mail service. It may be added later depending on customer demand. If you require Voice Mail service and / or other extended features, please consider getting the premium SIM from www.OneSimCard.com

Telestial Pure World SIM provides the best global coverage and operates with the callback service. To make a call, dial the number in international format: 00-CountryCode-Number, then answer the call which you receive within few seconds and then you will get connected without any additional dialing. It does not take any longer than a regular phone call.

So, to make an outgoing call to North America, dial 00-1-10DigitNumber or +1-10DigitNumber

Example - we offer a free test number in Boston: 00-1-857-444-0686 or +18574440686

You can view country codes and dialing instructions when calling other countries here:

http://www.onesimcard.com/how-to-dial/

There are 3 ways to contact customer support

1. Using on-line chat or on-line ticket system
2. By SMS from your Telestial Pure World or Europe SIM by sending free SMS to 9111
3. By calling customer support numbers: Toll Free: 866-666-3319 or US: +1-617-333-8170

If you just activated your SIM card and cannot make a test call by following the instructions in the user manual, you will likely just need to power off the phone and power it back on again. The phone should automatically re-register with one of our partner networks.

Bear in mind that if you have an older phone that does not have 3G or higher, you will be limited to T-Mobile’s network coverage area in the USA and Rogers’ network coverage area in Canada. On some phones, switching the 2G/3G/LTE option can help initial SIM register on the network.

If the phone does not register on the network within 5 minutes after the activation, please try selecting the network manually from the Settings – Mobile Networks menu of your phone. Sometimes it helps initial SIM card registration.