Customer care

Frequently asked questions

If you receive a call while being abroad, then extra charges apply for you. You pay a portion of the cost, because the person calling you is unable to know that you are abroad.

You pay the costs from the Dutch border to the country where you are at that moment. These costs are deducted directly from your call credit. If you want to receive a call while abroad you need at least € 3 call credit. Please make sure that before you go abroad, you have sufficient credit. You can also easily top-up from abroad. Look for this under How do I upgrade? Look for the charges for receiving calls abroad on our tariff page.

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To send a SMS within the Netherlands and abroad you can do at fixed low rates. You can also send a SMS from abroad. If you want to send an SMS from abroad you need at least € 0.75 call credit.

Also note that before you go abroad, you have enough credit. Topping up from abroad, you can easily do. Look for this under How do I top up?.

Attention! Receiving a SMS is always free! Even when you are abroad. You only pay when you send a SMS. An exception is paid SMS services, which you may have signed in for. Go to all rates for the prices for SMS.

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You can call directly abroad without complicated procedures and without having to call special access numbers:

  • Dial 00 followed by the country code.
  • Enter the number without the first 0.
  • Press the call key.
  • The connection is now established.

For example, if you want to call the Dutch number 070-1234567 from abroad then follow the instructions below:

  • Type 0031
  • Continue with: 70-1234567
  • Press the call key

Note: If you want to call from abroad you always need at least € 3 call credit. So make sure you have enough credit before you go abroad.

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When you are abroad you can top-up by dialing 1244. If this fails, you can also try calling * 100 * 1244 #. Enter the 15-digit top-up code. This service is not free and you must have at least € 3, - credit in order to make use of this service.

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There are two ways to use the internet outside of the Netherlands: 1. Using an available wifi network. This is usually free of charge. 2. Using mobile internet from Ortel. To make use of this service you have to switch on the mobile data. We charge you for this service via your call credit. For the rates of use of mobile internet outside the Netherlands, click here.

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There are two ways to use the internet outside of the Netherlands:

  1. 1. Using an available wifi network. This is usually free of charge.
  2. 2. Using mobile internet from Ortel. To make use of this service you have to switch on the mobile data. We charge you for this service via your call credit. For the rates of use of mobile internet outiside the Netherlands, click here.
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For use of appilications like whatsapp and Facebook you need internet.There are two ways to use the internet outside of the Netherlands:

  1. 1. Using an available wifi network. This is usually free of charge.
  2. 2. Using mobile internet from Ortel. To make use of this service you have to switch on the mobile data. We charge you for this service via your call credit. For the rates of use of mobile internet outiside the Netherlands, click here.
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