Mobile-Support

All answers and help topics on Mobile

General Mobile topics

 
 

 

FAQ

What is Business Mobile Free and what advantages does it offer me?

Our Business Mobile Free subscriptions offer you numerous advantages:

  • 4G+ Internet access with data speeds of up to 300Mbit/s (download)
  • Unlimited calls to all Swiss mobile and fixed networks in all subscriptions
  • Unlimited SMS within Switzerland in all subscriptions
  • Unlimited calls within the EU country you are visiting plus outgoing to Switzerland and incoming in the EU country you are visiting (calls from Switzerland to EU countries and outgoing calls between EU countries are not included)
  • Unlimited texts from the EU country being visited to all Swiss networks.
  • Depending on your chosen contract, 1’000 MB, 4’000 MB or 10’000 MB in Switzerland and EU

 

How can I keep my mobile number?

If you wish to retain your current mobile number from your current mobile telephony provider, please indicate this when ordering the UPC mobile subscription. We will process your request free of charge.

The number portability procedure depends on whether you have a post-paid or prepaid mobile subscription with your current mobile telephony provider.

Post-paid

  • If you currently have a post-paid mobile subscription, you will receive a number portability form (POA). Please return the signed form to the address indicated on the form. Once your request has been approved, your mobile number will be transferred to UPC. Please observe the period of notice stipulated by your current provider to avoid any additional costs.


Prepaid

  • If you currently have a prepaid mobile subscription, you can indicate your change of provider by sending an SMS with the word "Yes" (without quotation marks) to the shortcode 499. You will then receive a confirmation SMS.
  • Please note that you may lose any prepaid credits still available as soon as your mobile number is transferred to UPC. We therefore advise you to use your prepaid credits still available before your mobile number is transferred.


If you already have a mobile subscription with UPC and did not indicate when ordering that you wanted to retain your previous mobile number from your current mobile telephony provider, you can nevertheless submit your request to us afterwards. To do so, please contact customer service.

As soon as your current provider has confirmed the porting of your current phone number, you will receive an SMS with the exact porting date. This SMS will be sent to you on your current mobile number with your current mobile telephony provider.

Should your request be refused, you will automatically be informed by letter and we will send you the necessary instructions to solve the problem.

How do I cancel my mobile subscription?

If you would like to cancel your mobile contract, you may terminate the service at the end of the minimum contract period, subject to a notice period of one month to the end of a month, unless otherwise stated in your contract. If you terminate your contract before the end of the minimum contractual term, we can charge you the service charges owing until the end of the minimum contractual term.

You can cancel your contract in written form. Simply send your confirmation of cancellation by mail, to the following address:

UPC Schweiz GmbH
Postfach
8021 Zürich

If you have any other questions, please contact customer service.

How can I block my SIM card?

In the Admin Portal you can block your SIM card at any time yourself, or contact our customer service to have this done for you.

How can I see when the data credit has been used up?

If all of your available data credit has been used up (100% consumption), you will be informed by SMS. You will also receive an SMS at 80% data consumption. These text messages are activated as standard.

What happens if I have used up the data allowances?

If you have used up all your data allowance, then you will continue to surf free of charge at reduced speed (up to 128 kbit/s) within Switzerland. If you are abroad, then further data use will be billed according to the normal prices. The normal data tariff for the EU is just CHF 0.28/MB.

However, you can also activate one of our attractive data options (valid for Switzerland and EU) at any time in the Admin Portal  or by calling our customer service if you wish to continue surfing the cost-effective way. When the new month starts, you will receive your included data again and can use this.

What is the difference between the SIM cards?

Three different SIM card formats are available to you: micro, mini and nano. The three SIM cards differ in size and are all included in our 3-in-1 SIM:

The format you require depends on your mobile phone. Please check the technical data of your mobile phone to see which SIM card is suitable for your mobile phone.

You can request a new SIM card in the Admin Portal

How do I configure my mobile phone?

Most mobile phones will already be pre-configured for using data services. If not, you will automatically receive the settings via a message shortly after you have activated your SIM card. What remains is to open the message and apply these settings; for Apple devices, simply follow the instructions in the message.

To configure your mobile device manually, please use the following settings for the relevant service:

Mobile data use:

  • Name: upcnet
  • APN: internet.ch.upcmobile.com
  • User name: "leave empty"
  • Password: "leave empty"

 

SMS

  • Information centre number in Switzerland:
    +41 784 090 35 00
  • Information number centre abroad:
    +32 475 000 731 5600


More information on manually configuring your mobile phone can be found in the user guide of your mobile phone.

You can find more information concerning the configuration of your mobile device for mobile data use abroad under the question “How do I configure my mobile device for mobile data use abroad?”.

How do I configure my mobile phone for mobile data use abroad?

To be able to use data services abroad, your mobile phone must be correctly configured.

So that we can offer you a perfect roaming experience, we work together with our roaming partner Proximus. For this reason, it may be the case when you are abroad that your mobile phone either displays the settings of our roaming partner (e.g. in the APN list) or asks you to select a mobile provider. In the second case, simply select our roaming partner Proximus. In all other cases, it should not be necessary to change any further settings so that you can use your mobile phone abroad.

For information on how to configure other mobile phones, please consult the manufacturer's instruction manual. In doing so, use the parameters listed below to configure a so-called APN (Access Point Name). You will need this for roaming.


Parameters for data use abroad:

Name: upcnet roaming
APN: internet.ch.upcmobile.com
MCC (if required): 206
MNC (if required): 01

This APN setting is not visible while in Switzerland and therefore disappears when saved. Once you are abroad the APN setting will reappear, allowing you to manually activate it if necessary. If you have already configured an APN yourself in the past, you may need to do this again after 1 November 2015. Use the settings provided above for this.

Important: To be able to use data services abroad, the data roaming option in your mobile phone menu must be activated.

What do I need to do to use my mobile phone abroad (roaming)?

To use your mobile subscription abroad, you do not need to do anything. Your mobile subscription is available to you abroad as it would be in Switzerland. However, it might be worthwhile having a look at the question “How do I configure my mobile phone for mobile data use abroad?” for more information on using mobile data while being abroad.

It should be noted that the use of the international dialing code is required to make calls while being abroad, apart from calls to Switzerland. For example, while being abroad and calling the German number 0xxxx xxxxxx, you should use the international dialing code +49 without the leading zero of the number: +49 xxxx xxxxxx.

The costs to use your subscription abroad are generally much higher than the cost of using it in Switzerland. By default, you will be automatically informed via SMS about the costs once your mobile phone connects to a foreign mobile network.

So that we can offer you a perfect roaming experience, we work together with our roaming partner Proximus. For this reason, it may be the case when you are abroad that your mobile phone either displays the settings of our roaming partner (e.g. in the APN list) or asks you to select a mobile provider. In the second case, simply select our roaming partner Proximus. In all other cases, it should not be necessary to change any further settings so that you can use your mobile phone abroad.

Is Wifi Calling supported?

At the moment, UPC does not support WiFi Calling. 

Setup of your mobile voicemail box

All customers are provided with a voicemail box by default. This means that in the case the line is busy, when you do not answer the phone or when you are unreachable, callers are diverted to your voicemail box.

To allow or to prevent callers from being able to leave you a voicemail message, you will need to do the following:

  • dial 0041 86 followed by your mobile number (If, for example, your mobile number is 078 xxx xx xx, dial 0041 86 078 xxx xx xx to access your voicemail box.)
 

To activate/deactivate you voicemail box follow the following steps:

  • select menu option 3 to change your mailbox settings
  • select menu option 4 to activate or deactivate your voicemail box

 

 

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