Frequently Asked Questions
Check here to review our frequently asked questions.
Even better, we give you the answer too! These are conveniently sectioned so you can locate the answers you need in a flash. If we've missed anything, please call us or send an e-mail to email@example.com.
1. To Rent or Buy?
It's difficult to decide whether to buy a handset for overseas travel. At FoneRent we want you to be happy with whatever service you choose, so let us help you make the right choice.
• Low rental rates with FoneRent as little as $1 a day
• Rent for as short or as long as needed – return when you are ready
• Newest state-of-the-art equipment each time you rent
• Convenient – no need to find foreign pay phones, or prepaid calling cards
• Tailored solutions to meet your travel needs
• 24-Hour Global Technical Service, 365 days a year
Reasons to buy an international mobile phone:
• Low European call rates with EuroCall & WorldCall
• Top quality handset to keep
• Your own permanent travel number for life – share it with family, friends and colleagues
• Ideal for people who travel on short notice
• Load your contacts once and take them on every trip
• 24-hour global technical support, 365 days a year
Will I have global coverage?
Coverage varies depending on the service you select. The FoneRent GSM or Global Phone Rental operates in over 150 countries worldwide with coverage in most cities. In the US, our AT&T Service covers most of the United States, Canada and some locations in Latin America. For Japanese & Korean Mobile Rental, these solutions naturally operate in their individual countries with excellent national service.
Finally, Satellite Phone Rental provides solutions for those traveling to remote areas and on cruise ships. Usually a ‘line of sight’ to the sky is needed to use these services.
Am I billed for calls lost or dropped due to coverage?
Yes, you will be billed for each attempted call. As with all cellular services, the possibility of dropped calls and mid-call disconnection does exist. FoneRent is not liable for these interruptions in service and all call charges are rounded to the next minute or billable increment.
What Frequencies for Mobile (Mega Hertz Bands or Mhz) are used around the globe?
GSM-850 and GSM-1900 are used in the United States of America and some South American locations as well as Canada. GSM-850 is occasionally referred to as GSM-800. GSM-900 and GSM-1800 are used in other parts of the world with the exception of Japan and Korea. W-CDMA/3G is the standard in Japan and CDMA is used for South Korea.
3. My Destination Is Not listed.
Don't worry, we are committed to getting you connected - call your nearest FoneRent office and tell us your destination. We'll get the service you need or we will put you in touch with a partner who can ensure you get a solution that's right for you.
4. Making Calls & Handset Issues
What is IP Calling?
With our Chinese SIM Cards and phones, you can use an Internet Prefix to make calls. This is usually a 5 digit code (i.e. 12593) and should be dialled before making a call. Once connected to the gateway you simply dial the call in the normal way. This reduces costs however you may realize a slight degradation in call quality.
5. Delivery & Collection Questions
How is my equipment delivered?
FoneRent® uses express delivery companies such as FedEx® or UPS® for the majority of shipments on a 2 day standard basis. In cities where same day deliveries are available, FoneRent may use its own in-house courier service. Deliveries over the normal are charged at cost.
Can my rental be delivered to the airport?
Due to the high levels of security FoneRent cannot deliver to airports. However, FoneRent will deliver your rental to your hotel or office in the city you are visiting.
Are timed or Saturday deliveries available?
Yes, priority overnight delivery (working days) is standard. For timed and Saturday delivery charges, please contact your nearest FoneRent office.
Does the delivery have a guaranteed time?
Unless otherwise requested, deliveries will be shipped as standard overnight for receipt next working day. Earlier, timed and Saturday deliveries are available upon request. If services other than standard deliveries are requested, additional fees may apply.
How is the equipment returned or collected?
For clients receiving their equipment in the United States, Canada or the EU, FoneRent include a pre-paid FedEx return pack with the rental kit. Simply use the packaging provided with the equipment - place your phone/SIM Card in the return bag provided, and follow the instructions to have the equipment collected.
Can I leave the return package with the hotel or concierge?
If you are staying at a hotel in the USA, you can leave the equipment with the concierge of your hotel. Please note, we recommend you ask for a receipt as you are responsible for the rental and all associated charges until the courier scans the package.
6. Deposits & Refunds
Please note that when you make a deposit, this covers the cost of your handset and an amount for calls/other services and future rental. You accept with our Terms that FoneRent have the right to hold this until we believe all call records are presented via the network. In some cases this can be as long as 8 weeks, such as for Satellite Networks.
7. Billing, Charges & Invoicing
Who can open a FoneRent account?
Accounts can be opened for personal or business use, but may require a major Credit Card.
When will I receive my invoice?
An invoice will normally be produced within 5 working days of the Rental close. Please allow an additional 5 days for the invoice to be e-mailed or posted to the invoice address as specified on your Rental Agreement. The first invoice may not reflect all calls made due to varying service levels different from mobile networks and providers. Some call charges can take up to 60 days to be billed and will appear on subsequent invoices. FoneRent reserve the right to charge for these up to 120 days from rental close.
Is there a cancellation fee?
If the rental is cancelled before the equipment is dispatched, no cancellation fee will apply. However, if the equipment has already been dispatched, an administration fee is applicable. Cancellation rates and fees are dependent on each particular FoneRent service. Please call FoneRent for specific cancellation charges.
Is Insurance offered?
Yes. All FoneRent services (excluding Satellite Phones) include standard insurance with deductibles. This deductible will apply to lost, stolen, or damaged phones. For Insurance deductibles please refer to www.fonerent.com.
When do I have my deposit returned?
Note that although most mobile providers send timely billing, many networks can take 6 to 8 weeks to deliver call files to FoneRent. In these instances we aim to prepare your final bill as soon as possible and that is when we return any balance due from your deposit.
8. Handset Questions
How do I dial the USA from a GSM Handset?
GSM simplifies everything by settings global standards. So wherever you are, simply dial the + sign to access International Dialing. This is usually done by pressing the * key twice or by holding down the 0 key for a couple of seconds. Then dial the International Code (1 for USA & Canada) followed by the number. Example + 1 877 544 3663. If you dial the rest of the world, most countries place a '0' before the number and this should be excluded. Example: To call the UK number 0113 456 7890, you would dial +44 113 456 7890.
The wrong PIN code was entered in the phone. Now the SIM Card is ‘blocked’ - how can I unblock this?
To protect you in the event of theft, the SIM card is locked if there are three unsuccessful attempts at the PIN Code in succession. The message "PIN locked" appears on the screen. If you are using a FoneRent SIM Card, please contact our 24/7 Helpline for the eight digit unlock (PUK) code. You will be asked a series of security questions before being given this code. Enter this into the handset to unlock your mobile and then follow the instructions on the screen.
Note: If you are using your own SIM card from your original phone, please contact your service provider. If you are using a FoneRent SIM card, please contact +44 7511 247 247.
Can I use SMS (Short Message Service) from a GSM phone in the USA?
Yes. This service is network and coverage dependant and will be charged accordingly.
The screen states Call Diverting whenever I place a call. What does this mean and how do I remove it?
The call divert service enables you to divert your calls (when your mobile phone is switched off, if you are out of reach or if you are busy) to any other. Normally diverts are set to activate when the line is busy or not answered so that the calls automatically forward to voicemail.
To cancel the divert, push the Menu button and choose Settings, then press select. Move to Call Settings and press select followed by Call Divert and the select Cancel All Diverts.
9. SIM Questions
How do I insert the SIM card?
Release the battery cover and locate the SIM Slot or Holder. Insert the SIM Card with the gold ‘connector plate’ facing the connectors in the phone or as directed by the diagram in the phone. (Careful to align the notch correctly). Close the SIM Card holder if required, and replace the battery and cover back on the phone.
The Phone says 'Check Card' what do I do?
When this error message displays on the screen, there could be one of two issues: 1) The SIM Card may not be inserted correctly, in which case remove the SIM and re-insert. 2) Alternatively, the SIM Card may not be connecting to the handset/network. Try removing the SIM Card, wiping the gold contacts and re-inserting. If this does not resolve the problem, the equipment may need to be replaced so call us at +44 7511 247 247 anytime and we’ll be happy to assist.
The Phone says Unregistered SIM - help?
As above, try removing the SIM Card and wiping the gold contacts and re-inserting. Contact us for any further assistance.
I would like to select an alternate network to the one I am currently on. How can I do this?
Your device will automatically choose a network in whichever area you are located. In some countries, FoneRent will pre-select the carrier for you based on the services available and in home countries a SIM will usually only be available on a single network. As such, you do not need to select a carrier unless you have a specific preference. If you prefer to select a specific network, follow the Network Search instructions for your handset and refer to either the www.GSMWorld.com website for a carrier list or contact us for further assistance.
What is international roaming?
International roaming is the ability to make and receive calls, text messages, and e-mails and access the Internet while traveling outside of your home country.
FoneRent has agreements with networks all over the world to make calling while overseas as easy as calling while at home.
What Frequencies (MHz) Bands are used around the world?
GSM-850 and GSM-1900 are used in the United States of America, Canada, and some other countries in the greater Americas. GSM-850 is also often known as GSM-800.
GSM-900 and GSM-1800 are used in other parts of the world with the exception of Japan and Korea. W-CDMA/3G is used for Japan and CDMA is used for South Korea.
11. IP Dialling
In China and Hong Kong, Internet Prefix Dailling (IP Calling) allows users to call over the Internet at reduced rates. For China we recommend prefix 17951 and the dialling string for USA is 17951 1 877 544 3663 as an example. However in Hong Kong you need the Access Code too. We use 15880 as the prefix so the calling method is as follows: 15880 00 1 877 544 3663.
Call us free day or night with enquiries, orders or for help
UK 0844 844 0101 USA 1 877 492 6396