FAQs - Israel SIM - Israel Phone

 

 

 


Still Have Questions?

 

Email: sales@nesmobile.com

 

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Can I change or cancel my order? 

You can always change the order or add services. You may cancel the order for up to 3 days prior to your trip. If the items were already shipped to you, you only pay for the shipping charge, as long as you canceled in advance of your trip and returned the items to NES Mobile. 

 
You can always change the order or add services. You may cancel the order for up to 3 days prior to your trip. If the items were already shipped to you, you only pay for the shipping charge, as long as you canceled in advance of your trip and returned the items to NES Mobile. 
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Do I need to return the SIM card?


No, you do not have to return SIM cards to us. 

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After the rental, how quickly do I need to return the Mifi or Phone?

 
We realize that you may be jetlagged after your long trip back from Israel, so you have one week to send us back the equipment. You only pay for the dates of the service NES Mobile provided for your trip in Israel. For example: if you were in Israel from January 1st till the 10th, and back in the USA on the 11th, NES Mobile will need the devices back in its office by the 17th of January, and you will only be charged for the 10 days of service in Israel. 
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When do you charge my credit card?

 
You can expect to receive your bill via email within 5-10 days from the end of your rental or at the end of the calendar month. You will have at least three days after the bills are sent out before your credit card is charged. If you have any questions after you get your bill all you need to do is reply back to billing@nesmobile.com with your comments and questions.
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When will I get the numbers and SIMs/phones?

 
You should receive your phone numbers by email within 1-2 business days, even if your trip is a couple of weeks away, before the phone arrives. This way you can share your number with contact people way ahead of your trip. 
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When should I order my phone or SIM?

 
Most people order about 2-3 weeks prior to their arrival in Israel. However, you can even order 1-2 business days prior to your arrival. If your phone/SIM needs to be delivered in the USA or UK, we suggest ordering at least 3 business days prior to your departure to ensure timely delivery. For more information see our Delivery Options

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DIALING ISSUE

How do I dial in Israel?
  • To dial in Israel, simply enter the area code and number.
How do I dial internationally?
  • To dial internationally, please dial “00”, or “+” and then the country code. For example, to call the NYC number, 212-123-4567, you would dial 00 --> then 1 for the US country code --> then the number. (You would dial 00-1-212-123-4567.) You must use + or 00 as your prefix for international calls, otherwise you will be charged at a different rate.
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WHO TO CONTACT

General rule-  We respond quickly to emails. If for some reason you need assistance, please email service@nesmobile.com with your issue.

Who do I contact if I have an urgent problem (i.e., broken phone, line isn’t working, etc.…)?

  • For urgent matters, such as technical issues or lines not working, please email service@nesmobile.com or call 052-22-55-345. For instructions in case of lost or stolen phones, click here.
Who do I contact regarding billing questions?
  • For billing questions, please email billing@nesmobile.com. We typically respond within 1 business day. 
Who do I contact for customer service issues (i.e., to change my plan, extensions, etc.)?

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LOST OR STOLEN PHONES

What should I do in case of lost or stolen phone?

  • During work hours, please call NES Mobile at 052-22-55-345. In the event that there is no answer on this line, please follow the next step:
  • During non-work hours, call Cellcom directly at 052-999-0123 (from outside of Israel, dial +972-52-999-0123), and request that the line be temporarily disconnected, preventing any outgoing calls from being made.
  • Your line will still be able to receive incoming calls for five days after disconnection. This gives you some time to try and track down the missing phone.
Remember: You are responsible for any usage on the phone until the loss or theft has been reported. 
 
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NES MOBILE VOICE MAIL SETUP AND USE

How do I set up Voice Mail and check for messages?
  • To set up your voicemail, please dial *80 (or your NES Mobile number). When you hear the recording press #. You will then be asked to enter a 4 digit password – please enter: 1234 and then press #. You may then change your voice recording and password according to the instructions on the voicemail menu. It is recommended that you change your password.
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ENABLING OR DISABLING DATA SERVICES ON YOUR PHONE

 
 
 
 
 
What are the settings for Data Services?
Please note that all lines are open for data services. If you wish to block data services from your phone, please disable the 3G or Cellular Data Option on your device.
 
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TROUBLESHOOTING DATA SERVICES ON YOUR PHONE

If you run into problems trying to surf the Internet, please try the following steps:
  1. Check that 3G data is enabled (for instructions, click here).
  2. Check that the Cellcom APN is enabled. If you don’t know how to configure the APN, try following these steps:
For Android Phones:
Settings --> Wireless and Network --> Mobile Network --> Access Point Name (APN) --> (Settings --> New APN): 
  • Name: CellCom
  • APN: Sphone
  • MCC: 425
  • MNC: 02
  • APN type: default,supl
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I WANT TO BRING MY OWN PHONE TO ISRAEL, WHAT SHOULD I LOOK OUT FOR?

With NES Mobile, you can rent an Israel phone or get an Israel SIM card. Bringing your cell phone from home to Israel is easy – but to use our service, there are some technical requirements:
 
  • Your phone must use a SIM card
  • Your phone must be unlocked (i.e. not programmed to only work with your original carrier's network)
  • Your phone must be a GSM phone with the following frequencies: GSM 900 MHz & 1800 MHz, UMTS 850 MHz & 2100 MHz. Please note we cannot guarantee compatibility of outside phones.
If you are not sure what frequencies your phone supports, we recommend using GSM Arena.
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How to change a SIM card on an iPhone

Click here for simple and easy instructions and video tutorials on how to insert the NES Mobile Israel SIM into an iPhone

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How to change a SIM card on an Android, Galaxy & Nexus cellphones 

Click here for simple and easy instructions and video tutorials on how to insert the NES Mobile Israel SIM into an Android

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MiFi User Manual

Download MiFi user manual  

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WHEN WILL I RECEIVE MY BILL AND WHEN WILL I BE CHARGED?

Our billing cycles close on the first of each month. You will receive your bill via email within 5-10 days. At times, billing may be delayed slightly due to Chagim (holidays) or other issues. You will always have at least three days after the bills are sent out before your credit card is charged. If you have any questions, contact us ASAP after you get your bill by emailing billing@nesmobile.com . If you need to change your billing information, please contact us.

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HOW DO VIRTUAL NUMBERS WORK?

NES Mobile assigns a number with a local USA area code from the country of your choice – directly on your Israeli mobile number, so your friends and family can call to your Israeli cell phone by making a local call. Virtual numbers only forward calls to Israeli Cellphones, they do NOT forward TEXT messages to Israeli cell phones. For more information: Call forwarding USA number to Israel cell phone

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DOES NES MOBILE CHARGE SECURITY DEPOSITS?

One of the features that sets us apart, is that NES Mobile does not require a deposit. In order to process your order we are required to confirm your credit card information. A charge of $15 will be applied to your credit card at the time your order is placed, in order to confirm its validity. This amount will be credited to your first bill. 

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The BlackBerry data plan gives you access to BlackBerry-branded software such as BlackBerry email, BlackBerry browser, etc., however, the Blackberry service is much more costly and there are apps that would allow you to have similar services at a lower cost.

WILL BBM WORK IF I USE MY BLACKBERRY WITH A GENERIC DATA PLAN?

BBM will not work. 
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HOW CAN I CHECK THE MINUTES I HAVE USED (MINUTE CHECKER)?

If you want to see the call detail and usage reports from your NES Mobile Israeli line rentals, you can do it easily (yourself) by going to the NES Mobile website www.nesmobile.com and click on "Account" link at the top of the home page using your email address and password. If you don't have a password (or if you forgot it...) contact us at billing@nesmobile.com and we will send you a new one!

PLEASE NOTE: There is likely to be a 24-hour delay in the updating of the minute checker.

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PORTING NUMBERS TO AND FROM NES MOBILE

  • When porting a number to NES Mobile, please be aware that not in all cases will it be possible to re-port the number back to another carrier.
     
  • Please be aware, if you are assigned a new NES Mobile number, this number cannot be ported.

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