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1.     Why do I need to activate my MobiData SIM?

       Your SIM must be activated before use so that it can you can have access to the lowest-cost mobile broadband in today's market.

2.     How do I activate my MobiData Free SIM?

       To activate your Free SIM go to http://mobidata.globalgig.com/ or click on the 'activate' button, on the top, right hand side of
       the MobiData site pages.

3.     What do I need to activate my MobiData SIM?

       To activate your SIM, you will need:
       1.     Your PICCID (found on the back of your SIM) 

       2.     Credit/Debit card details  

        Please note that your personal details entered must match the details you used in your Free SIM application form.

4.     How long does it take for my MobiData SIM to be activated?

       Activation can take up to 24 hours, but is typically completed within 4 hours. You will receive an email once your SIM
       has been activated.
       Your SIM will be completely ready to use once it has been activated.

How to set-up your APN

To utilise the MobiData Mobile Broadband service, you will need to change your Access Point Name (APN). This
is easy to do - how you do this will depend on your device.

Apple iOS users:
• Please type into the Safari browser (on the device in
   which your MobiData SIM is inserted):
   http://mobidata.globalgig.com/ios
• Select the correct file and tap Download & Install.
• Tap Install > Install Now Enter your device password.
• Your settings will be automatically updated.

Android users:
• Go to settings in your device, then More Settings
• Tap on Mobile Networks/Cellular Data
• Tap More > Access Point Names > Option > New APN >
   enter APN mbb.voiamo.net
• Leave all other settings blank

Windows Users:
Instructions for Windows tablet/computer users:
1. Enable Mobile Data: Swipe in from the right hand side screen edge > Tap Settings > Tap > Mobile Broadband > Tap > Tap Connect
   Automatically & Allow Data Roaming
 > Tap Connect
2. Continue to set up Access Point Name :  Under Mobile Broadband: Press & Hold > Tap View Connection Properties Tap Profile  Tap Access
   point:
Custom Set Access Point (APN): mbb.voiamo.net Tap OK

Instructions for Windows smartphones users:
1. Slide the home screen from right to left or scroll to the bottom of the screen and press the arrow button
2. Scroll to Settings -> Scroll to Access Point -> Tap on ‘add’ button
3. Set the Connection Name as MobiData and the Access Point Name (APN) to mbb.voiamo.net and leave all other settings blank
4. Tap the ‘done’ button and tap OK when prompted
5. Tap on MobiData to make sure it’s active.

Customers travelling to Australia should first contact customer services on 033 33 01 01 10 or
help@mobi-data.co.uk for advice on device settings specific to Australia.


1.     Can I change my package?

        Yes, you can choose to take a higher or lower level of data per month and this will take effect from the beginning of the next billing cycle.
        Click here to see all of our plans and their prices.
        If you would like to upgrade or downgrade our plan then please call our Customer Service Team on +44 (0) 33 33 01 01 10
        For security purposes you will need to provide the following information:
          1. Full name
          2. Email Address
          3. Full Address and Postcode

2.     Can I have more than one MobiData SIM card?

        Due to overwhelming popularity we are restricted on the amount of SIM cards we can issue to each household and have limited ourselves
        to issuing 5 per household.

3.     What happens if I go over my package allocation?

        If you go over your package allocation we will charge you an amount per megabyte (MB) of use in accordance with our Price Table.
        We strongly suggest that you keep track of how much you use and upgrade your package if you think that you are going to use
        more that your package allows, even if only during one month.

4.     What is the customer service team telephone number?

        Our customer service centre contact details are 033 33 01 01 10 or help@mobi-data.co.uk
        The MobiData Customer Service Team is available from 8am-8pm, 7 days a week

5.     Do I need to tell you when I am going overseas?

        Most of the time with MobiData there is no need to let us know your travel plans, as long as your APN settings are set up
        correctly you should have no issues connecting to our service. However, if you are travelling to Australia, please let customers services
        know in advance so that we can advise you specific device settings for Australia.

6.     Why is the MobiData service not available in more countries?

        The MobiData network has grown from being in 3 countries to 41 in under a year and we are still growing and customers will
        find more and more countries being added to our network.

7.     What you do mean by 'MobiData network'?

       MobiData works directly and closely with some of the biggest mobile service providers in the world. Across Europe
        and Hong Kong Globalgig is partnered with Three, part of the Hutchison Whampoa group, and YouGov's #1 rated for coverage,
        reliability and quality. MobiData's mobile network services in the USA are provided on the Nationwide Sprint ® Network*,
        ranked #1 among all national carriers by the American Customer Satisfaction Index. Optus is Voiamo's Australian partner and is part of
        the Singapore Telecom group, one of Asia's largest mobile operators and ACOMM Industry Awards winner. Our data has pedigree,
        we know where it comes from and we can pass this assurance and confidence in our network to you. That's what we mean.

        *Although Sprint provides MobiData subscribers access to its wireless network and to its wireless services, MobiData is responsible to the
        MobiData subscribers for the service. Please call MobiData with any questions or comments about services.

8.     Are there any additional charges?

        MobiData is the most competitive provider of mobile broadband in the UK, especially when it comes to additional charges.
        Our overage charge is just 2.5p/MB and you can use your MobiData SIM in any of our 40 international countries for just 15p/MB.


1.     Can I see my billing history?

        We are currently working on this and you will soon be able to do this. Until then please check your email history to look at previous
        bills we have sent you.

2.     How do I find out how much of my package I have used?

        We are currently working very hard to provide you this information online. Until then please contact our customer service team on
        033 33 01 01 10 or email us at help@mobi-data.co.uk.
        For security purposes you will need to provide the following information:
          1. Full name
          2. Email Address
          3. Full Address and Postcode

3.     Do you have a complete list of charges?

        For a complete list of charges please visit our Price Table.

4.     How do I pay my bill?

        When you register with us you authorise us to direct debit from your credit/debit card for the initial purchase price of your MobiData
        devices and data packages plus any other charges associated with your account, such as your data packages or if you exceed your data
        limit.

5.     How do I change my credit/debit card details?

        You can change the credit card details associated with your account by contacting our help centre on 033 33 01 01 10
        For security purposes you will need to provide the following information:
          1. Full name
          2. Email Address
          3. Full Address and Postcode


1.     Can I see my billing history?

        We are currently working on this and you will soon be able to do this. Until then please check your email history to look at previous
        bills we have sent you.

2.     How do I find out how much of my package I have used?

        We are currently working very hard to provide you this information online. Until then please contact our customer service team on
        033 33 01 01 10 or email us at help@mobi-data.co.uk.
        For security purposes you will need to provide the following information:
          1. Full name
          2. Email Address
          3. Full Address and Postcode

3.     Do you have a complete list of charges?

        For a complete list of charges please visit our Price Table.

4.     How do I cancel my contract?

        You can cancel your contract subject to our terms and conditions (See clause 5 under Right to Cancel). You may be charged for data used
        up to the date of cancellation. For further information please contact our customer service team on +44(0) 33 33 01 01 10


1.     Can I request an alternative delivery address?

        Yes, but this is subject to the new delivery address and additional postage costs. Please contact our help centre on
        033 33 01 01 10 or email us at help@mobi-data.co.uk. for further information.
        For security purposes you will need to provide the following information:
          1. Full name
          2. Email Address
          3. Full Address and Postcode

2.     Do I have to pay for delivery?

        Once you have ordered your MobiData Free SIM it will sent out to you via first class Royal Mail free of charge.

3.     What is our returns/refund policy?

        Should you have any service queries or issues, our customer service team are available from 0800-200hrs, 7 days a week on 0333 01 01 10
        to assist you.


1.     How do I report a lost or stolen MobiData SIM card?

        Contact our customer service team immediately on 033 33 01 01 10 or email us at help@mobi-data.co.uk. to report your lost or stolen
        device.


   

1. What type of devices can the MobiData service be used with?

       MobiData currently offers its services via SIM-Only which can be used in any unlocked smartphone, tablet or device.
       SOME SERIOUS WARNINGS
       We really do want you to have an excellent experience with MobiData. As part of this there are a couple of things we know you should
       be aware of.
       Will the SIM you buy for your SIM-only plan fit into your device?
       There is little worse than buying something that doesn't fit, whether its jeans, bed linen or a SIM. This is why we strongly suggest that you
       check out the instructions or specifications of your device. Much like jeans or bed linen, you cannot easily cut your SIM to fit. If you do and
       it all goes wrong, there is little chance that your tablet or device supplier will fix it for you and it is most likely
       you will have invalidated your warranty.

   

2. How do I get more help?

       Help is always available and please do not hesitate to contact our customer service team on 033 33 01 01 10 or by emailing us
       at help@mobi-data.co.uk.

   

3.Do you have a complaints procedure?

       We want you to be delighted with our service and welcome any feedback you may have, good and bad. Unfortunately sometimes things do
       go wrong and we will do our best to fix any problems quickly and without any further disruption to you. In the first instance it is always
       best to contact us here, by telephone on 033 33 01 01 10 or email so that we can try and deal with your problem on the spot. If this
       does not happen to your level of satisfaction for whatever reason and you would like to complain, we do have a formalised procedure that
       you can follow through to resolution. To receive a copy of our complaints procedure, which will detail how to complain, what we will do and
       what you can do if you are still not satisfied, please either telephone us on 033 33 01 01 10 or email us here, or by writing to the
       address below, remembering to quote your account number.
       Complaints
      MobiData
      Highbridge
      Oxford Road
      Uxbridge
      England
      UB8 1HR

   

4. My device is showing no SIM card installed?

       1. Please check that the SIM is correctly installed in your device as per the manufacturer's instructions.
       2. Please check that the SIM is correctly seated in the adapter provided if this is required for your device.
       3. Please check that the SIM is not displaying any signs of damage.

   

5. My device is showing 'limited service' and cannot connect to the network

      1. Switch the device into "flight mode" and back again.
      2. Please place the device near a window to check for poor in-building coverage.
      3. Please change geographical location to check network coverage in your area.
      If you continue having issues call Customer Services on the following number: 033 33 01 01 10

   

6. My device is connected to the network but cannot establish a data connection

      1. Please check the APN settings for your device.
      2. Please place the device near a window to check for poor in-building coverage.
      3. Please change geographical location to check network coverage in your area.
       If you continue having issues call Customer Services on the following number: 033 33 01 01 10

   

7. My device connects to the internet but the data connection seems slow

       1. Please try different web sites to check that there is not a problem with the serving website.
       2. Please check you are not sharing your internet connection in hotspot mode.
       3. Please place the device near a window to check for poor in-building coverage.
       4. Please change geographical location to check network coverage in your area
       If you continue having issues call Customer Services on the following number: 033 33 01 01 10

© 2014 Voiamo Limited. Registered office: Regus House, Highbridge, Oxford Road, Uxbridge, UB8 1HR. Registered in England and Wales: 06321375