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Activation


  • 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.



  • 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.



  • 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)
    faqs
    2. Credit/Debit card details
    Please note that your personal details entered must match the details you used in your Free SIM application form.



  • 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.



APN Settings


  • How do I set up my 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:

• Slide the home screen from right to left or scroll to the bottom of the screen and press the arrow button
• Scroll to Settings -> Scroll to Access Point -> Tap on ‘add’ button
• Set the Connection Name as Mobidata and the Access Point Name (APN) to mbb.voiamo.net and leave all other settings blank
• Tap the ‘done’ button and tap OK when prompted
• 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.



Products & Services


  • 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 to see all our plans and pricing

    If you would like to do so please contact 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



  • 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 2 per household.



  • What happens if I go over my package allocation?

  • f 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.



  • What is the customer service centre telephone number?

  • Our customer service centre contact details are 033 33 01 01 10 or help@mobi-data.co.uk



  • 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.



  • Why is the MobiData service not available in more countries?

  • The MobiData network has grown from being in 3 countries to 40 in under a year and we are still growing and customers will find more and more countries being added to our network.



  • 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.



  • 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 39 international countries for just 15p/MB.



Accounts & Billing


  • 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.



  • 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 help centre 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



  • Do you have a complete list of charges?

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



  • 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



Orders & Shipping


  • 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



  • 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.



  • 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.



Security & Privacy


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

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



Troubleshooting


  • 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 WARNING
    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.



  • How do I get more help?

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



  • 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



  • 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.



  • 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



  • 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



  • 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