TravelComm - A WorldCell Company :: Customer Support

Customer Support

WE'RE HERE TO HELP!

If you are experiencing a problem with your handset, you may choose one of the following three options. You may refer to the information below, call us at 1.301.960.0078 to speak with one of our Technical Support Representatives or email customercare@worldcell.com. Technical Support is a free call from your TravelComm phone.

Cell Phone Troubleshooting

Satellite Phone Troubleshooting

BlackBerry® Troubleshooting

Shipping & Returns

The Order Process

Billing

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HOW DO PEOPLE CALL ME ON MY TRAVELCOMM PHONE?

Callers from North America should dial their international access code followed by your number, printed on your contact cards

Local callers should omit the country code and include the leading '0'. A "local caller" is someone calling from within the country specified by your country code, which is represented by the first two digits of your mobile number. TravelComm country codes will be one of the following: 354 - Iceland, 39 – Italy, 44 – UK, or 52- Mexico.

For example, if your number is 44 (0) 1764 555 555, callers from within the U.K. should dial 0 1764 555 555.

Callers from elsewhere should dial their international access code followed by your number, including the country code. Access codes vary per country. Please direct callers to contact their local carrier for the correct code.

HOW DO I DIAL BACK TO NORTH AMERICA?

  1. Enter the '+' symbol on the display.
    NOTE: if you are using a Nokia cell phone, dial [**] until the '+' symbol appears.
    NOTE: if you are using a Samsung/Motorola cell phone, press and hold the [0] key until the '+' symbol appears.
  2. Enter the country code (1) for the country you are calling (the country code for both Canada and US is '1').
  3. Enter the area code.
  4. Enter the telephone number.
    Example: to call (301) 960-0078, dial +1 301 960 0078

HOW DO I DIAL ANOTHER COUNTRY? WHERE CAN I FIND COUNTRY CODES?

  1. Dial 00 followed by the country code, the city code if applicable, and the international number.
Example: to call 44-780-380-1234, dial 00-44-780-380-1234

To obtain the country code for the country you plan to call, click here.

If you are unsure of your travel country's dialing pattern, please contact TravelComm Customer Care.

HOW DO I RETRIEVE MY VOICEMAIL?

If your international phone number starts with 44:

When in the UK:

Dial 901 and press SEND. Your messages will begin to play. Follow the menu prompts for options to listen to, save, or delete your messages.

From other countries:

  1. Dial 00447802090100 and press SEND.
  2. A text message containing your voicemail retrieval number will be sent to the phone.
  3. Once you receive the text, dial the access number contained in the text (this number will begin with 004477).
  4. Once your messages begin to play, follow the menu prompts for options to listen to, save, or delete your messages.

If your international phone number starts with 81:

Dial 1417 and press SEND. Your messages will begin to play. Follow the menu prompts for options to listen to, save, or delete your messages.

If your international phone number starts with 52:

  1. Dial * 86 and press SEND. You will hear a recording in Spanish indicating the number of messages in your voicemail.
  2. Press "1" to repeat, "2" to save or "3" to delete your messages.

HOW DO I POWER ON OR OFF MY PHONE?

Nokia

  1. To turn your phone on or off, press and hold the Power key on top of the phone for at least 3 seconds.
  2. If the phone asks for a Personal Identity Number (PIN) code, enter the PIN code (displayed as **** ) and select OK.
  3. If the phone asks for a security code, enter the security code and select OK.

Motorola

  1. To turn the phone on, press and hold the red key until the display lights up.
  2. to power the phone of, press and hold the same key.

HOW DO I INSTALL OR REMOVE THE BATTERY?

Remove the back cover and battery

  1. With the back of the phone facing you, push the back cover release button.
  2. Slide and lift the bottom of the back cover to remove.
  3. After you have removed the back cover, insert your finger into the finger grip and lift the battery from its compartment.

Install the battery

  1. Position the battery so the gold colored contacts match up with those on the phone. The battery label should be facing toward the phone.
  2. Insert the battery, contact end first into the battery slot.
  3. Snap the other end of the battery into place.

Replace the back cover

  1. Place the back cover just below its locked position on the back of the phone.
  2. Slide the back cover toward the top of the phone to lock the cover into place.

HOW DO I ADJUST THE VOLUME ON MY PHONE?

Nokia

To increase the volume of a call, press the Scroll right key.

  1. To decrease the volume of a call, press the Scroll left key.
  2. When adjusting the volume, a bar chart appears in the display indicating the volume level.

Motorola

Press the volume keys on the side on the handset to:

  1. Turn off an incoming call alert
  2. Change the earpiece volume during calls

HOW DO I CHANGE THE RING TONE ON MY PHONE?

Nokia

  1. Select Menu > Profiles.
  2. Select the profile you want to customize and select " Customize".
  3. Select " Ringing tone" and select the ring tone for incoming calls. Select Open gallery > Tones for more ring tone options or select Open Gallery > Recordings to use a voice recording.

Motorola

  1. Press Menu key > Ring Styles > Style > style name

HOW DO I FORWARD MY CALLS TO THE LOCAL 800 NUMBER?

If you have rented or purchased our Local 800 Number service, you have the option of receiving calls through your U.S. phone number while abroad by forwarding them to your TravelComm international phone number.

Please note: Forwarding calls uses airtime from your U.S. carrier. These calls must be completed while still on your U.S. carrier's network and will not work while roaming.

To activate the call forwarding feature:

  1. While still on your U.S. carrier's network, choose your call forwarding preference by dialing one of the following:
    *71 to ring your phone on the U.S. network first before transferring to your TravelComm international phone number.
    *72 to immediately forward all calls to your international TravelComm SIM.
  2. Enter your TravelComm Local 800 Number beginning with 866.
    Example: *71-866-123-4567 or *72-866-123-4567
  3. Press the SEND key.
  4. Listen for three beeps to confirm that call forwarding has been activated.

To deactivate the call forwarding feature:

  1. Dial *73 once you return to your U.S. carrier's network.
  2. If the *71 code was used, after dialing *73, you will also need to reactivate your U.S. voicemail by dialing *71 followed by your U.S. phone number.

WHAT DO I DO IF THE SCREEN DISPLAYS "INSERT SIM"?

  1. Turn the phone off.
  2. Remove the back panel of the phone.
  3. Remove the battery.
  4. Peel up the WorldCell sticker. It will have the mobile number printed on it.
  5. Your SIM card is under the sticker.
  6. Remove the SIM card and place it back into the phone in the same manner it was removed.
  7. Replace the sticker, battery and phone backing.
  8. Turn the phone back on.
  9. You must alert a member of the TravelComm staff to avoid the SIM tampering penalty (see our terms and conditions).

WHAT DO I DO IF THE SCREEN IS BLANK?

  1. Make sure that the battery is properly inserted in the phone.
  2. Check to ensure that the power button has been held for a sufficiently long enough time to turn on the handset.
  3. Make sure the battery is sufficiently charged. If the battery is drained, charge time is generally 2-4 hours.

WHAT DO I DO IF I AM UNABLE TO MAKE CALLS?

  1. Be sure the phone is powered on.
  2. Make sure that you are beginning your call by dialing "+ or "00" followed by the country code, city code if applicable, and the phone number.
  3. Check the signal strength on your phone to ensure that you have at least three bars before placing a call.
  4. Be sure that your battery is sufficiently charged.

WHAT DO I DO IF THE SCREEN DISPLAYS "NO SERVICE" OR IF I NEED TO CHANGE THE NETWORK?

  1. Check the phone to ensure that you have at least three bars of signal strength.
  2. Be sure that the country in which you are traveling has sufficient cellular coverage. If unsure, contact TravelComm Customer Care.
  3. If this does not fix the problem, preform a manual network selection:

Nokia Users

  1. Go to Menu> Settings> Phone Settings> Network Selection> Manual.
  2. A list of available networks will display.
  3. Select one of the networks and place a test call.
  4. If the phone still does not register, repeat steps 1-3, selecting a different network from the list of available networks.

Motorola Users

  1. Go to Menu> Network Selection
  2. A list of available networks will display.
  3. Select one of the networks and place a test call.
  4. If the phone still does not register, repeat steps 1-3, selecting a different network from the list of available networks.

COMPLETE CELLULAR INSTRUCTIONS

If you your international phone number starts with 44:

Click on your Motorola or Nokia phone below for instructions:

Motorola phones:

Motorola V180
V180 		Motorola V190
V190 		Motorola V191/195
V191/195

If your international phone number starts with 39:

Click on your Motorola phone below for instructions.


Motorola V180
V180 		Motorola V190
V190 		Motorola V191/195
V191/195

If your international phone number starts with 52:

Click on your Motorola phone below for instructions.


Motorola V180
V180 		Motorola V190
V190 		Motorola V191/195
V191/195

HOW DO MY CONTACTS CALL ME ON MY IRIDIUM SATELLITE PHONE?

  1. Callers should dial their international dialing code (i.e. 011 from North America), followed by your 12-digit TravelComm satellite phone number. For example, if your number is (8816) 5555-1234, callers from North America should dial 011 8816 5555 1234.
  2. The caller pays for the call based on the rates their long distance service provider sets to dial the 881 code. There is no cost to you for these incoming calls. If the call does not go through, it means that the caller's long distance service provider does not support the 881 code.

HOW DO MY CONTACTS SEND ME TEXT MESSAGES?

Your contacts can send you a text message from the Iridium website messaging tool at http://messaging.iridium.com. Your phone must be on to receive this message.

HOW DO I DIAL BACK TO NORTH AMERICA?

  1. Enter the '+' symbol on the display by pressing and holding the [0] key until the '+' symbol appears.
  2. Enter the country code for the country you are calling (the country code for both Canada and the US is '1').
  3. Enter the area code.
  4. Enter the telephone number.

    For example, to call (301) 960 0078 dial +1 301 960 0078

HOW DO I DIAL ANOTHER COUNTRY? WHERE CAN I FIND COUNTRY CODES?

Use the tool below to find the number you must use to dial an international call.

http://www.the-acr.com/codes/cntrycd.htm

HOW DO I TURN THE PHONE ON?

Press and hold the power button sufficiently long enough for the phone to turn on, about three to five seconds. The power button is located on the lower left side of the phone and features a red icon.

HOW DO I RE-ATTACH THE ANTENNA? WHAT IF IT IS LOOSE?

Press the "release" button on the top of the phone near the antenna. Ensure the antenna is in the down position with the white dots aligned. If the antenna is loose or needs to be reattached, depress the release button and simultaneously clicking it into place, then release the button.

HOW DO I ACCESS MY VOICEMAIL?

  • Dial your Iridium handset number or 8816-629-90000.
  • Wait for voice prompt. Enter your mobile number (ex. 8816-314-XXXXX).
  • Interrupt voicemail greeting by pressing *.
  • Wait for prompt to enter password. Password is: 2355

UNABLE TO MAKE SATELLITE CALLS

  • Check the phone: Verify the phone is powered on.
  • Check the antenna: The antenna needs to be fully extended, attached correctly, pointing straight up relative to which ear you hold the phone to when talking, and you must have a clear line of sight to the sky.
  • Check the signal strength meter: If signal is weak, move to an open space with a clear line of sight to the sky.
  • Confirm correct dialing pattern is being used: All satellite calls must begin with 00 or the '+' sign.
  • Confirm that the number dialed is valid: Check the number you are trying to reach.

I'M UNABLE TO RECEIVE CALLS

  • Check the phone: Verify that the phone is powered on.
  • Check the antenna: The antenna needs to be fully extended, attached correctly, and the call must be made in a clear line of sight to the sky.
  • Check the signal strength meter: If the signal is weak move to an open area with a clear line of sight to the sky until the strength indication is high.
  • Check the dialing pattern: Confirm that the caller is using the correct dialing pattern to reach you.
  • Check the ringer: Verify that the ringer is on.
    • Press the Menu key and go to "Phone set-up". Press OK.
    • Press the Menu key again and go to "Adjust Ring Volume". Press OK.
    • Press the up arrow to increase the volume and the down arrow to decrease the volume.

I'M UNABLE TO TURN THE PHONE ON.

  • Be sure you are pressing and holding the power button sufficiently long enough for the phone to turn on, about three to five seconds. The power button is located on the lower left side of the phone and features a red icon.
  • Be sure the battery is adequately charged,

I DON'T HAVE A SIGNAL.

  • Check the phone: Verify the phone is powered on.
  • Check the antenna: The antenna needs to be rotated towards the sky and extended with a clear line of sight to the sky.
  • Make sure that the antenna is firmly locked into the back of the phone. The antenna sometimes loosens during shipping:
  • Make sure the antenna is in the down position (the white dots will be aligned).
  • Press the button on the top of the phone by the antenna while locking the antenna into place.
  • The antenna should be able to rotate, but should also stay in the position you leave it. The antenna should not rotate down on its own. Make sure that there are no obstructions to the antenna, such as trees or buildings.

MY BATTERY WON'T CHARGE.

  • Check the charger. Is it properly connected? Are the charger's contacts clean and dry?
  • Check the battery temperature. If it is warm, let it cool before recharging.
  • Check the battery contacts. Are they clean and dry?
  • Is it an old battery? Battery performance declines after several years use. Replace the battery.
  • Make sure you have a Motorola approved battery installed. If you see Invalid Batt. in the display, you will not be able to charge this battery.

WHAT DO THE COLORED LIGHTS MEAN?

  • Alternating Red and Green: An incoming call.
  • Flashing Green: You are receiving a signal from the satellite, and can place and receive calls.
  • Flashing Yellow and Red:
  • You did not successfully register with the satellite and cannot receive any incoming calls.
  • Your SIM card may be inserted incorrectly or may not be inserted,
  • You may be in a restricted area.
  • Flashing Red: Service is not available.

COMPLETE SATELLITE INSTRUCTIONS

Iridium 9505A
Iridium 9505A

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HOW DO I CHANGE MY BLACKBERRY 8830 FROM GLOBAL TO GSM MODE?

  1. Go to the Options menu.
  2. Select "Mobile Network".
  3. Switch Network Mode from Global to GSM
  4. Switch Network Selection from Automatic to Manual
  5. The device will now scan for available networks.
  6. Select the desired carrier, then press the menu button and select.

COMPLETE BLACKBERRY® INSTRUCTIONS

Click on your BlackBerry device below for instructions.

BlackBerry 7230/7290
BlackBerry 7230/7290 		BlackBerry 8830
BlackBerry 8830

TRAVELCOMM DELIVERY GUARANTEE

TravelComm understands that when you place your order, you are trusting us to provide you with prompt, efficient and reliable service. We are a credible dealer who will treat you with the superior service you deserve. Most orders received by 3:00 pm (EST) can be delivered the next-business day. Our delivery guarantee means that if you don't receive your phone by the required day we'll make it right!

DELIVERY TIMES

Unless otherwise indicated, deliveries will arrive before 5:00 PM (businesses) or 8:00 PM (residence) on the Required Date specified on your order. Please note that overnight guaranteed shipping is not available for weekend delivery.

TravelComm is not responsible for incorrect addresses, phone numbers, and/or insufficient delivery information placed on the initial order. TravelComm is not responsible for "no signature required" deliveries. Packages missing any required delivery information will be returned to TravelComm.

Rush delivery (by end of next business day, 5:00 PM for business and 8:00 PM for residential) is available to most locations within North America. Please contact Customer Care for details on your specific location.

DELIVERY CHARGES

Product Standard Delivery Fee
Rush Delivery Fee
Cell Phone Rental $35.00 Contact representative
Satellite Phone Rental $35.00 Contact representative
Satellite Phone Subscription Free Contact representative
BlackBerry Rental $35.00 Contact representative

RETURNING YOUR RENTAL PHONE

All rentals include a return mailer and UPS return label. To return your rental kit, place everything in the mailer, place the UPS return label on the mailer and drop it off in a UPS drop box, with a UPS representative or at a UPS facility.  The rental period ends when UPS has accepted the package.


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HOW MUCH NOTICE IS REQUIRED TO BOOK AN ORDER WITH TRAVELCOMM?

TravelComm offers two-business day delivery for all cities across North America (some exceptions apply). If you live in a rural area and you need next day delivery, please call us at 1.888.967.5323 to ensure next day delivery is possible.

HOW DO I PLACE AN ORDER?

You may order online using our secure checkout process or you may phone our toll free number 1.888.967.5323 to speak with a Customer Care Associate who can answer your questions and place your order for you.

WHEN DO I RECEIVE THE EQUIPMENT?

Whether you order online or over the phone, you will be asked to enter your date of departure. The date you enter will be the day you are leaving the USA. You will receive your phone the business day prior to your departure.

CAN I GET MY TRAVELCOMM PHONE NUMBER BEFORE I LEAVE FOR MY TRIP?

The kit that accompanies your phone includes eight contact cards which include your TravelComm phone number as well as dialing instructions.  We encourage you to give these out to the people who will need your international phone number.

HOW DO I RETURN MY RENTED PHONE?

Please refer to the Shipping and Returns section.

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HOW DO I CONTACT YOUR BILLING DEPARTMENT?

All billing inquiries should be directed to customercare@worldcell.com

WHEN WILL I RECEIVE MY BILL?

All charges and calls made during the previous month will appear on the invoice during the first week of the next month.

WHEN ARE LATE PAYMENTS CHARGED?

Late payment fees are charged after the 30 days payment period on the invoice has expired. Payment within the allotted 30 days ensures that no additional fees will be charged.

WHEN IS MY CREDIT CARD CHARGED?

All charges itemized on your statement will be billed directly to your credit card on the 5th of every month. Major credit cards accepted include VISA, Master Card, American Express.

HOW ARE PHONE RENTALS CHARGED?

Rentals are billed on the date your phone ships. Your first statement will contain charges for the initial portion of your rental. Voicemail service is free with all rentals and SIM card purchases(where available); airtime minutes used while calling voicemail are billed at standard airtime rates. A Network Access Charge of 7% will be applied to airtime on all cellular calls originating outside of North America. All airtime is billed in full minute increments. When you return from your trip, be sure to return your phone rental in the prepaid return envelope as soon as possible. We'll stop billing you the day the courier picks up the phone.

WHAT IF I WANT TO CANCEL MY RENTAL?

Rental cancellations must be made 48 hours before the phone ships. Cancellations made prior to phone shipping are subject to the following fees:

  • Standard rental: pay for the first week’s rental
  • Satellite rental: pay for the first week’s rental
  • Rentals for Alltel and Cellular One Customers: pay for shipping charge

CELLULAR PRICING DETAILS

If you are researching other international phone companies, ensure that you are aware of the hidden costs. At TravelComm, we believe in full pricing up front so there are no surprises when you receive your bill!

Billing Details

  • All incoming text messages cost $.17, outgoing text messages are $.75 each.
  • All calls are billed in full minute increments. Therefore, phone timer may not reflect actual minutes billed.

Calls to check your voicemail are considered outgoing calls and are billed at the outgoing international rate.

Rental Insurance

  • Loss, Theft & Damage Insurance is available for $2.00 per day for cellular rental and $4.00 per day for Satellite rental.
  • If you opt not to purchase rental insurance, you will be responsible for the full replacement value of all lost, stolen or damaged equipment. Replacement costs for a lost phone and equipment are:
Hardware Cellular
 BlackBerry
 Iridium
Handset $175.00 $350.00 $1,500.00
Extended Li-Ion Battery $19.95 $25.00 $150.00
Vehicle Power Adapter $39.00 $39.00 $125.00
Travel Charger $9.95 $9.95 $125.00
Case $39.00 $39.00 $39.00
  • You will have the option to purchase insurance at the time you place your order

SATELLITE PRICING DETAILS

If you are researching other satellite providers, ensure that you are aware of the hidden costs. At TravelComm, we believe in full pricing transparency so that you don't get any surprises when you receive your bill!

  • All incoming text messages are free
  • All calls are billed in full minute increments
  • Calls to check your voicemail are considered and billed as outgoing calls.
  • Monthly subscriptions are charged one-time activation fee of $50. There is no activation fee for rentals.

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